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, co-founder, Apple

Are you finding customers more and more fickle, less and less loyal, and ever ready to jump off the handle and on to Twitter? Are you starting to sense that the way you've always done customer service simply isn't working anymore? You're right to be alarmed. Terrified, even. Social media, self-service technologies, and smartphones have created a disorienting new landscape for businesses that were chugging along just fine as recently as last month Read on.