High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce /: inspire timeless loyalty in the demanding new world of social commerce. (©2012)

• Record Type: Book
• Further Information: Note: Micah Solomon.
• Authors: Solomon, Micah
• Contents: Today's changed customer: making lovemaking difficult -- The customer remains the same: everything that isn't new under the sun -- Timeless customer service done right--and wrong: mastery versus catastrophe -- A Google of Apples a day: the art of anticipation in the modern world of customer service -- Anticipatory customer service: your culture -- Anticipatory customer service: your people -- Sangria, sippy cups, and Jesse Ventura: autonomy versus standards -- The rise of self-service: a boon to your customers--but only if you do it right -- Technological change and disabled customers: a true opportunity, if you avoid the missteps -- Shoulder your customer's burden (and make sure you're not adding to it!) -- Anti-social media: fears and hazards of the new landscape -- Social service: principles for social media customer service -- Listening: your ears are your most important technology.
• Publisher Details: New York : American Management Association
• Publication Date: 2012
• Copyright Date: 2012
• Extent: 1 online resource (xiii, 194 pages)
• Subjects: 658.8/12; BUSINESS & ECONOMICS / Small Business; Customer services; Customer services -- Technological innovations; Customer loyalty; Social media; BUSINESS & ECONOMICS -- Customer Relations; Customer loyalty; Customer services; Customer services -- Technological innovations; Social media; BUSINESS & ECONOMICS / Marketing / General; Electronic books
• Languages: English
• ISBNs: 9780814417911; 0814417914
• Related ISBNs: 9780814417904; 0814417906
• Notes: Note: Includes bibliographical references (pages 179-189) and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.