High-Tech, High-Touch Customer Service

Inspire Timeless Loyalty in the Demanding New World of Social Commerce

 High-Tech, High-Touch Customer Service

Author: Micah Solomon
Pub Date: May 2012
Print Edition: $18.95
Print ISBN: 9780814439319
Page Count: 208
Format: Paper or Softback
e-Book ISBN: 9780814417911

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About Micah Solomon

Micah Solomon, hailed as a “new guru of service excellence” (Financial Post), is a popular keynote speaker and respected corporate adviser and strategist on customer service issues and their bottom-line impact. He is recognized for his hands-on knowledge of how to improve the customer experience—in banking, hospitality, healthcare, financial and insurance services, law practice, retail, technology, manufacturing, and other fields—and transform business results.

In his latest book, HIGH-TECH, HIGH-TOUCH CUSTOMER SERVICE: Inspire Timeless Loyalty in the Demanding New World of Social Commerce (AMACOM 2012), Solomon explores the ways in which mobile technology, social media, the internet, and self-service technologies have become integral to what customer service means today. “If you learn to emotionally touch customers, whether through a human-friendly website, a correctly designed self-service kiosk, a thoughtful response to blog post, a private e-mail, or in person, customers will respond,” he assures. “Through these abilities, your organization builds crucial brand equity and avoids the danger of commoditization in the eyes of the marketplace—a danger that the ever-expanding technological and global-sourcing ‘arms race’ have made more and more urgent.”

Solomon is also the coauthor of the bestselling Exceptional Service, Exceptional Profit: The Secrets of Building a Five-star Customer Service Organization (AMACOM 2010). The book has been translated into Japanese, Korean, Chinese, and other languages and was chosen for the prestigious “Jack Covert Selects” designation by the author of The 100 Best Business Books of All Time.

As an entrepreneur, Solomon is noted for building his company, Oasis Disc Manufacturing, from a one-man basement operation into a market leader in entertainment and technology—a story familiar to readers of Seth Godin’s bestseller Purple Cow, Success magazine, and other case studies in the business press. Solomon was also an early investor in MacSpeech, the groundbreaking Apple-related speech recognition startup. He has been profiled, quoted, and recognized as an expert in FastCompany, Inc. Magazine, Bloomberg BusinessWeek, Entrepreneur, Forbes, Atlanta Journal Constitution, Boston Globe, Chicago Tribune, Los Angeles Times, and Washington Post, among numerous print and online outlets, as well as on Wall Street Journal Radio and ABC and CBS news programming.

Micah Solomon lives in the Seattle, Washington area.

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