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Richard R. Shapiro

The Welcomer Edge

BERKELEY HEIGHTS, NJ, United States

6
HELPFUL VOTES
  • 1 reviews
  • 1 ratings
  • 3 titles in library
  • 0 purchased in 2014
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  • High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

    • UNABRIDGED (6 hrs and 7 mins)
    • By Micah Solomon
    • Narrated By Micah Solomon, Sean Pratt
    • Whispersync for Voice-ready
    Overall
    (42)
    Performance
    (37)
    Story
    (38)

    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 of loyal customer base that allows you to survive - and thrive.

    Nick Morgan says: "This is the book that cracks the code!"
    "HIgh-Tech, High-Touch Customer Service is a Winner"
    Overall
    Performance
    Story
    What made the experience of listening to High-Tech, High-Touch Customer Service the most enjoyable?

    I really enjoyed that the author took the time to record sections of the book. It made listening to the rest of the book even more personal. But most importantly, the content, ideas, suggestions and observations made by Micah are right on target. He just get's it.


    What was one of the most memorable moments of High-Tech, High-Touch Customer Service?

    I just love the way Micah opened the book with the story about a restaurant and how they handled the new world of social media. It was great learning for anyone who doesn't understand the value of customer feedback and specifically how to use it to grow their business.


    What about Micah Solomon and Sean Pratt ’s performance did you like?

    Micah has a really good sense of humor and that comes through during the parts that he reads. Sean is professional and his voice is easy to listen to.


    Any additional comments?

    I had already read Micah's book prior to purchasing the audio version. The audio version made the entire book come to life. The content is fabulous; valuable suggestions and recommendations through-out. Anticipating customer needs is a key point of his book and philosophy and "hearing" his stories had an even greater impact for me. Too many businesses don't understand how to interact with social media. This book is an excellent road-map for anyone interested in how to improve customer service, retain business and leverage an ever-changing business and social environment.

    6 of 6 people found this review helpful

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