"High-Tech, High-Touch Customer Service"
High-Tech, High-Touch Customer Service is the guide that teaches you to harness the power of technology to build emotional connections with your customers—and generate fierce loyalty as a result. You'll learn how to bulletproof your business against the increasingly challenging world of customer interactions, both online and off. This book is the tool you need to regain your balance in a world where socially empowered customers pound companies with ever-escalating expectations and where complaints can quickly go viral, with devastating results. Book explains how to:
- Implement the eight unbreakable rules of social media customer service
- Effectively address online customer complaints on Yelp, Twitter, TripAdvisor, and other forums
- Build a powerful culture that's nearly immune to competitive copycats
- Design compelling self-service options for today's customers
- Bind your customers to you closely through technologically informed anticipatory customer service
- Deliver best-of-class customer service in person, on the Web, via social media, and by use of the old-fashioned (but very effective) phone call
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