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High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce /
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. 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 k...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM, American Management Association,
[2012]
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Solomon, Micah, |e author. | |
| 245 | 1 | 0 | |a High-tech, high-touch customer service : |b inspire timeless loyalty in the demanding new world of social commerce / |c Micah Solomon. |
| 264 | 1 | |a New York : |b AMACOM, American Management Association, |c [2012] | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 588 | |a Description based on print version record. | ||
| 505 | 0 | |a Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly. | |
| 505 | 8 | |a Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?'' | |
| 505 | 8 | |a CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture. | |
| 505 | 8 | |a The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World. | |
| 505 | 8 | |a How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?'' | |
| 505 | 8 | |a PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts. | |
| 520 | |a In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. 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 cu. | ||
| 546 | |a English. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer services |x Technological innovations. | |
| 650 | 0 | |a Customer loyalty. | |
| 650 | 0 | |a Social media. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Service à la clientèle |x Innovations. | |
| 650 | 6 | |a Consommateurs |x Fidélité. | |
| 650 | 6 | |a Médias sociaux. | |
| 650 | 7 | |a social media. |2 aat | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Customer services |x Technological innovations |2 fast | |
| 650 | 7 | |a Social media |2 fast | |
| 655 | 4 | |a Electronic books. | |
| 776 | 0 | 8 | |i Print version: |a Solomon, Micah. |t High-tech, high-touch customer service |d New York : American Management Association, c2012. |z 9780814417904 |w (DLC) 2012001970 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780814417904/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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