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Publisher's Summary

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. 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.

©2012 Micah Solomon (P)2013 Gildan Media LLC

Critic Reviews

"Micah Solomon conveys an up-to-the-minute and deeply practical take on customer service, business success, and the twin importance of people and technology." (Steve Wozniak, Apple co-founder)
"This book is IDEAL for business owners who sell to consumers...you will find examples and lessons galore.” (Small Business Trends)

What members say

Average Customer Ratings

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  • Overall
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  • Story

This is the book that cracks the code!

What made the experience of listening to High-Tech, High-Touch Customer Service the most enjoyable?

This is a funny, insightful book that really makes sense on the subject of high-tech customer service.

What other book might you compare High-Tech, High-Touch Customer Service to and why?

I haven't seen anything else quite like this, with Micah's combination of common sense, uncommon wisdom, and up-to-date insights into the mysteries of high-tech customer service.

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

Both are good readers; I would have been happy to listen to Micah the entire time!

Was this a book you wanted to listen to all in one sitting?

Yes -- the insights in this book are highly valuable to anyone who has to worry about customer service.

9 of 9 people found this review helpful

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  • Performance
  • Story

HIgh-Tech, High-Touch Customer Service is a Winner

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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Business Changing

What did you like best about this story?

This audio book provides specific concepts and ideas that you can easilly translate to your own small business. I've read and listened to many books that discuss the ideas of large corporations and their strategies however they don't translate to my business. This one is different. Every time I listened to it I would make notes and implement the changes as quickly as possible. The other thing that really appealed was that it was up to date with discussions about handling online reviews, social media, and other issues that aren't discussed in most books. Very helpful!

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

Micah provides her personal contact information several times throughout the book. After I read it I emailed him directly with a question that was specific to my industry. Amazingly he emailed me right back and offered a free phone consultation. He's a nice guy and that genuinly cares about helping people.

2 of 2 people found this review helpful

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  • Peter
  • RALEIGH, NC, United States
  • 11-06-13

Helped land me the second interview

Would you listen to High-Tech, High-Touch Customer Service again? Why?

Yes, and I have a few times now. Great to remind yourself of all the information provided.

1 of 1 people found this review helpful

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  • Nick
  • Cedar Hill, Texas, United States
  • 09-08-13

Worth it!

Where does High-Tech, High-Touch Customer Service rank among all the audiobooks you’ve listened to so far?

This is one of the best customer service books I've read so far. Very inspiring and very worth it.

1 of 1 people found this review helpful

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Practical principles & their application

What did you love best about High-Tech, High-Touch Customer Service?

It's a great blend of practical principles and examples of how these principles have been applied well or, in some cases, not applied. It's been just what I need to get my mind coming up with new ideas for my own business to make it more customer friendly.

What did you like best about this story?

The everyday examples of customer service that we all encounter.

Have you listened to any of Micah Solomon and Sean Pratt ’s other performances before? How does this one compare?

No - first time. But Sean Pratt is a great narrator. And Micah Solomon himself is pretty good too.

If you were to make a film of this book, what would the tag line be?

Anticipate their needs and then fulfill them.

1 of 1 people found this review helpful

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Enjoyable vocal style AND high content

Would you listen to High-Tech, High-Touch Customer Service again? Why?

High-Tech, High-Touch Customer Service is a necessary read. Social media has changed the playing field.

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

This book will get you up to speed and make a difference in how customers (and potential customers) perceive you. Micah hit a home run with this one.

3 of 4 people found this review helpful

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Very useful for future employees and entrepreneurs

This was very insightful, confirmed many things I already had conceptualized, but did a great job in solidifying and demonstrating how to execute a great customer service experience. this is a must listen to anyone who is looking to get into the field, and especially for anyone aspiring to run any successful customer facing business.

the Narrator was great, but I wouldn't have even minded if the author had continued to read the book himself.

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Some Good Points

There are some good points here. However, I wasn't "wowed" with information. Overall if you need a couple of suggestions on how to train staff, raise the customer service level, or what "not" to do with unhappy customers ... you just might find the answer here.

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Very Practical

What did you love best about High-Tech, High-Touch Customer Service?

As someone just getting into the customer service arena, I found this book to be an excellent overview of what customer service should be. I found this particularly true as it relates to anticipatory customer service and the detail that he provided on that subject.

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

I really enjoyed how practical so much of the insight and advice was from this book. I think that Micah Solomon really has a handle on what it means to provide amazing service.

Was there a moment in the book that particularly moved you?

I was blown away by Micah's willingness to make sure you (as a customer of his book) understood and had your needs met. I have never really experienced the level of connection he was willing to go through to make sure you had your needs met.