HIGH-TECH, HIGH-TOUCH CUSTOMER SERVICE: INSPIRE TIMELESS LOYALTY IN THE DEMANDING NEW WORLD OF SOCIAL COMMERCE
Book ID/图书代码： 00431014B67550
English Summary/英文概要： In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don’t.
Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:
* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service
High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.
Chinese Summary/中文概要： 在当今这个充斥着社交媒体、智能手机、自助服务以及关注度仅仅持续六秒的年代，《高科技、高触感式客户服务》将帮助你的企业获得生命的延续。如今的客户已经是一个越来越难以攻克的人群。他们时间有限、长期与电脑屏幕为伴、价值评判日益苛刻、忙于各类社交活动，因此企业们越来越难以跟上其期望值的水准。他们被赋予了无与伦比的权利，并期望当下的商业世界能够尊重他们的权利感---去大量的满足他们，提供他们所未曾拥有的东西。
树立信心：老式的客服服务、全面升级改组以适应当今节奏不断加强且日益数字化的现实世界，这些才是你所需要去做的事情，因为它们能够帮助你奠定一种允许你的企业生存甚至繁荣的客户忠实度的基础。《高科技、高触感式客户服务》将用清晰、愉悦和实际可操作的方式，为你详述必胜的战略法。你将从书中发现：
* 六种主流客户趋势及其对你的影响
*社交媒体服务八种坚不可破的规则
*如何有效应对 Yelp, Twitter, TripAdvisor及其他客户论坛上那些抱怨甚至是蓄意破坏的人
* 日益兴起的自助服务，以及该如何合理的设计规划
* 如何建立出能够提供明星服务的企业文化环境
《高科技、高触感式客户服务》揭示了诸多获得巨大成功的客户服务提供商们的内部秘密，从英特网的起步到树立品牌价值，并向我们展示了不论是怎样的公司都具有将闲散客户资源转变为狂热追求者的可能，而一定成功，这些狂热的追捧者将帮助你从更大的范围上，不论是网上还是现实中，扩大你的品牌价值与地位。（DC）
Awards/获奖情况：
About the Author/作者介绍： “米卡尔•所罗门是一名全新的客户服务领域的杰出专家权威。”---《金融邮报》
米卡尔•所罗门是一名成功的企业家、商业领袖，同时也是当下信息时代里客户服务、销售、市场战略、客户期望以及企业文化领域的顶级演讲家和咨询师。他与人合著有畅销书籍《额外服务》《额外盈利》，其专业素养及事迹曾刊登在Fast Company, Bloomberg BusinessWeek, Inc. 等杂志上，并曾出现在福布斯排行榜网站及NBC/ABC台的电视节目之上。
"A new guru of customer service excellence is Micah Solomon."-- The Financial Post
MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.
Format:
Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE
Complex/Traditional Chinese/繁体中文：不确定
Sales in other countries/其他国家销售情况：
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