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High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
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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.
Critic Reviews
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What listeners say about High-Tech, High-Touch Customer Service
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
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- Nick Morgan
- 04-30-13
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 people found this helpful
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- Richard
- 05-11-13
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 people found this helpful
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- Marilyn Suttle
- 05-22-13
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 people found this helpful
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- J. Lavine
- 08-19-13
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 people found this helpful
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- Peter
- 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 person found this helpful
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- Nick
- 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 person found this helpful
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- Stephanie Chambers
- 07-25-13
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 person found this helpful
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- TALA
- 07-08-13
A must-read for everyone in business today
Would you recommend this audiobook to a friend? If so, why?
I would recommend this book as it's very clear on what the customers today expect and what we therefore must adhere to stand out. Great Book on customer service in today's terms. Goes into detail about how to structure your approach, operations and staffing to achieve great customer service. Definitely worth a read!
1 person found this helpful
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- bigdatamark
- 07-11-19
A few good acronyms.
Nothing beyond common sense, but there were some good acronyms that I might use when training, like W.E.T.C.O. Content on technology felt date, like the book was written in 2007 instead of 2012. Childishly refers to people that tweet that annoy him as twankers.
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- Keti Nadareishvili
- 06-01-19
it might be more interesting for me 10 years ago.
listening to this book if you have 15 years experience in service is not that interesting. it might be more useful for beginners.
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- Nik OST
- 08-04-18
Not worth! Don't buy
The author and reader brags constantly, fear amount of wrong facts, and he leave could leave the reading to the professionals! would love to return
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In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
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A must read(listen) to book!
- By Heinsen Clan on 10-05-21
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The Experience Maker
- How to Create Remarkable Experiences That Your Customers Can’t Wait to Share
- By: Dan Gingiss
- Narrated by: Dan Gingiss
- Length: 5 hrs and 33 mins
- Unabridged
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Overall
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Performance
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Story
Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it's delivered by human beings who are unique to a company. The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers.
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Insightful and easy to listen
- By VP on 02-17-23
By: Dan Gingiss
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Exceptional Service, Exceptional Profit
- The Secrets of Building a Five-Star Customer Service Organization
- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
- Length: 5 hrs and 39 mins
- Unabridged
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Overall
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Performance
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In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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Great book, recommended!
- By KLD on 07-03-15
By: Leonardo Inghilleri, and others
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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- By: Jay Baer
- Narrated by: Jay Baer
- Length: 5 hrs and 36 mins
- Unabridged
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Overall
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Performance
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Story
Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.
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Such a waste of time
- By hadi maghsoudi on 03-19-16
By: Jay Baer
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The Convenience Revolution
- How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty
- By: Shep Hyken
- Narrated by: Timothy Andrés Pabon
- Length: 4 hrs and 41 mins
- Unabridged
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Overall
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Performance
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Story
Customers will pay for convenience. And they'll choose to do more business over time with the people and companies that make their lives more convenient. This audiobook shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies, that will fuel your plan to create a focus on convenience for your customers.
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An amazing read/listen
- By Jason on 01-29-19
By: Shep Hyken
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Evergreen
- Cultivate the Enduring Customer Loyalty That Keeps Your Business Thriving
- By: Noah Fleming
- Narrated by: Noah Fleming, Walter Dixon
- Length: 7 hrs and 23 mins
- Unabridged
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Overall
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Performance
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Story
Loyal customers are the beating heart of every great business. So why do so many companies act like adrenaline junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base.
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Good content, not crazy about the delivery
- By Jeff P. on 08-14-15
By: Noah Fleming
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The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 4 hrs and 54 mins
- Unabridged
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Overall
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Performance
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Story
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
-
-
A must read(listen) to book!
- By Heinsen Clan on 10-05-21
-
The Experience Maker
- How to Create Remarkable Experiences That Your Customers Can’t Wait to Share
- By: Dan Gingiss
- Narrated by: Dan Gingiss
- Length: 5 hrs and 33 mins
- Unabridged
-
Overall
-
Performance
-
Story
Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it's delivered by human beings who are unique to a company. The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers.
-
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Insightful and easy to listen
- By VP on 02-17-23
By: Dan Gingiss
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- By: Joey Coleman
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
- Unabridged
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Overall
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Performance
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Story
Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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Message tainted by using shady biz as examples
- By Amazon Customer on 04-25-19
By: Joey Coleman
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Broken Windows, Broken Business
- The Revolutionary Broken Windows Theory: How the Smallest Remedies Reap the Biggest Rewards
- By: Michael Levine
- Narrated by: Allan Robertson
- Length: 6 hrs and 46 mins
- Unabridged
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Overall
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Performance
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In this vital work, author Michael Levine offers compelling evidence that problems in business, large and small, typically stem from inattention to tiny details. Social psychologists and criminologists agree that if a window in a building is broken and left unrepaired, soon thereafter the rest of the windows will be broken - and the perception will build that crime in that neighborhood is out of control. The same principle applies to business.
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Important information for any business owner/manager
- By Kelly on 01-24-23
By: Michael Levine
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Beyond the Obvious
- Killer Questions That Spark Game-Changing Innovation
- By: Phil McKinney
- Narrated by: Ray Porter
- Length: 7 hrs and 19 mins
- Unabridged
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Overall
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Performance
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Story
Generating and executing great ideas is the key to staying ahead in a rapidly changing world. It seems so basic. Why is it so hard to actually get right? According to innovation expert Phil McKinney, the real problem is that we're teaching people to ask the wrong questions about their businesses - or none at all. There has to be a better way. In Beyond the Obvious, McKinney will help you use his proven FIRE (Focus, Ideation, Rank, Execution) Method to dig deeper and get back to asking the right questions - the ones all companies must ask to survive.
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Don't Waste Your Time
- By Dave Nelson on 02-12-12
By: Phil McKinney
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Visibility Marketing
- The No-Holds-Barred Truth About What It Takes to Grab Attention, Build Your Brand, and Win New Business
- By: David Avrin, Jeffrey Gitomer - foreword
- Narrated by: David Avrin
- Length: 5 hrs and 14 mins
- Unabridged
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Overall
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Performance
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Story
The landscape is littered with the corpses of great products and strong companies that died because of crappy marketing. Why do so many companies fail so miserably? Why do high-priced ad agencies and marketing firms keep spitting out stupid campaigns? Too many in business have failed to recognize the shift that has happened right under their noses. It's not so much that people have changed; it's that the business landscape has changed - dramatically.
By: David Avrin, and others