Micah Solomon – författare
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5 produkter
5 produkter
208 kr
Skickas inom 5-8 vardagar
High-Tech, High-Touch Customer Service
Inspire Timeless Loyalty in the Demanding New World of Social Commerce
Häftad, Engelska, 2018
225 kr
Skickas inom 5-8 vardagar
Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they’re a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn’t changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer’s expectations of the way you do business. You’ll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who will spread the word far and wide--online and off. High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums; how to understand and leverage the rising power of self-service; and how to build a company culture that breeds stellar customer service.With special features including lessons from the latest newsworthy customer service blunders, you’ll be equipped to retool old-fashioned customer service and turn time-strapped, screen-addicted, value-savvy, and socially engaged critics into fervent loyal customers who help your business thrive.
Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever
Inbunden, Engelska, 2023
297 kr
Skickas inom 3-6 vardagar
Today’s most sought-after “customer service sleuth” and turnaround expert unlocks the secrets to transforming customer service and building unshakeable customer engagement and loyalty Customer service done right is one of today’s most powerful competitive advantages. In Can Your Customer Service Do This? customer service turnaround wizard and renowned customer service training expert Micah Solomon―who has worked with brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association―shares everything he knows, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success.This is the first book to move the reader step-by-step toward customer service perfection and true customer-centricity by creating, refining, and synchronizing employee behaviors, systems, and standards to together create the perfect customer service environment and customer experience for your customers.Inside, you’ll find the long-hidden secrets and proven hands-on methods for:• Applying the "Gold Touch" customer service method that Five-Star companies in hospitality and other high-touch industries have secretly (well, secretly until now!) used to increase customer engagement.• Moving every customer systematically up the loyalty ladder—from disengaged to loyalty to becoming a vocal advocate, online and off.• Transforming your most angry, upset, "I'll never use you again!" customers into true company loyalists via the scientifically proven principles of customer service recovery.• Harnessing the latest technology, including AI, to deliver top-shelf customer service in collaboration with your customer-facing employees and on a self-service basis.• Making the right moves to keep your company popular on social media by gently winning over your critics even before they post. • Creating and providing customer service training to your workforce—yes, Micah actually includes step-by-step instructions for how to set up a winning, sustainable, world class customer service training program.By reading Can Your Customer Service Do This? and applying its easy to understand lessons, soon you’ll be leaps and bounds beyond your competition. (Unless you make the mistake of sharing this book with your competitors!)
Ignore Your Customers (and They'll Go Away)
The Simple Playbook for Delivering the Ultimate Customer Service Experience
Häftad, Engelska, 2021
186 kr
Skickas inom 5-8 vardagar
The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field.Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries.In Ignore Your Customers (and They'll Go Away), you will find:Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company.A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture.Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Exceptional Service, Exceptional Profit
The Secrets of Building a Five-Star Customer Service Organization
Häftad, Engelska, 2022
186 kr
Skickas inom 5-8 vardagar