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High-Tech, High-Touch Customer Service (Englisch) Gebundene Ausgabe – 1. Juni 2012

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.."a must-read for any business leader. And, fortunately, the content is grounded in decades of experience and proven methodology." "--Examiner.com"

Über den Autor und weitere Mitwirkende

MICAH SOLOMON (Seattle, WA) has been named by the Financial Post as "a new guru of customer service excellence." He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in FastCompany, Inc. Magazine, Bloomberg BusinessWeek, Forbes.com, NBC and ABC television programming, and elsewhere.

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7 von 8 Kunden fanden die folgende Rezension hilfreich
A "must-read" for success-oriented businesspeople 7. Juni 2012
Von Froth - Veröffentlicht auf Amazon.com
Format: Gebundene Ausgabe
Some things haven't changed: Customer satisfaction and customer loyalty are key business success.

Some things have changed: technology has irrevocably altered customer communications and customer expectations by making them hyper-informed and increasingly impatient.

What this means to business: to deliver the customer service necessary to maintain customer satisfaction and build customer loyalty, it is critical to understand and effectively use the Internet and other technologies.

So, given this reality, what do you do? One of your first steps should be to read Micah Solomon's new book "High-tech, High-touch Customer Service". Without hesitation, I can recommend this as the best guidebook for this reality that I have found. Get it. Read it. Put it to work.

In this book, Solomon explains the disruption and opportunity that technology and social media has created and helps you navigate the ever changing landscape of commerce that now includes Facebook, Twitter, Yelp, LinkedIn and smart phones (and that's just scratching the surface).

As Solomon says, "What was plenty fast this time last year seems draggy now to the very same customers because of changing expectations brought by mobile technology, social media-induced restlessness...and other factors."

Supporting this book's expert advice on building a customer centered organization is solid evidence along with interesting anecdotal real-life stories of customer service excellence and failures; all presented in a fast, easy-to-read format that blends clear and practical solutions, written intelligently in a style that is relaxed and personal (and often quite funny).

Here are a few of gems pulled directly from "High-tech, High-touch Customer Service":

"Being an ace at social media won't make you excellent, or even moderately good at providing customer service any more than knowing how to work a bicycle pump will turn you into a veterinarian."

"Here's what to strive for through people, systems, and technology, set in an admittedly dopey rhyme for easy recollection:

If you can anticipate
You can differentiate.
If customers feel at home
They're unlikely to roam."

"For customer-facing employees, the right people can be identified by my acronym `WETCO' (you'll never forget this if you picture a big wet dog at Petco).

Warmth: Simple human kindness.
Empathy: The ability to sense what another person is feeling.
Teamwork: An inclination toward `Let's work together to make this happen' and against `I'd rather be doing this myself.'
Conscientiousness: Detail orientation, including an ability and willingness to follow through to completion.
Optimism: the ability to come back and to not internalize challenges."

"Can you spell F-I-A-S-C-O? The formula is:

Small Error + Slow Response Time = Colossal PR Disaster.

That is, the magnitude of a social media uproar increases disproportionately with the length of your response time."

In today's highly competitive market - one that is incredibly influenced by ever changing, rapidly developing technology - you need a guidebook for customer retention and loyalty that can keep you ahead of the competition, Micah Solomon's High-tech, "High-touch Customer Service" fills that need expertly.

NOTE: This is Solomon's 2nd book. His first: Exceptional Service, Exceptional Profit (co-written with Leonardo Inghilleri) is also, in my mind, a "must read" for any success-oriented businessperson.
3 von 3 Kunden fanden die folgende Rezension hilfreich
A Fresh Look at Customer Service 6. Juli 2013
Von Susan L Zgorski - Veröffentlicht auf Amazon.com
Format: Gebundene Ausgabe
I recently just finished reading the latest book from Micah Solomon about company culture and customer service. If you are considering hiring new staff or want to learn ways to improve your customer's experience, you should check out this book. High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce: Micah Solomon: 9780814417904: Amazon.com: Books.

In chapter six, Micah talks about psychological traits to consider when hiring. He refers to it as WETCO, which stands for:


All of these traits can be found in good leaders and in any team member that wants to make a difference in their lives and the life of the company. I love the way that Micah outlines in simple terms how to achieve great customer service and his processes for achieving great companies.

Checkout the book and purchase on the link above from Amazon. It is worth the investment. If you are looking for fresh ideas and a insight into having a successful company, check it out.
2 von 2 Kunden fanden die folgende Rezension hilfreich
Recommended for PM's to develop a Customer Service Mindset 23. Mai 2012
Von Allan Dean - Veröffentlicht auf Amazon.com
Format: Gebundene Ausgabe
This is the book you (and I) as PM's needed. Project Managers are not YET widely praised for being "customer savvy" or consistently "customer service" oriented. Sometimes we get caught up in "being right" or arguing principles of project management when there are actually other business and human factors in play.

Micah offers us a view into the client's paradigm TODAY, and reveals how to deliver world class customer service. His book is loaded with contemporary illustrations of Good and Bad service, plus memorable tools to help us hang onto his "special sauce" in every scenario.

If you can anticipate

You can differentiate

If customers feel at home

They're unlikely to roam

He even goes a step further and gives us some really valuable coaching. He addresses those inevitable, challenging moments when you and I will face an upset customer, and there is a chance our own first response might be less than perfect.

Overall I find that Micah's message charges me to anticipate my customers needs so I may focus us both on the solution while facilitating the successful delivery of superior service. The glass is half-full, not half-empty. This book is equally relevant to Business/Management Consultants, Program Managers, Engagement Managers and Account Executives too. I highly recommend you pick up a copy, and if you have the means - explore engaging him as a speaker or "CustomerGuru" consultant for your organization to re-invigorate your culture and commitment to delivering Service Excellence.
4 von 5 Kunden fanden die folgende Rezension hilfreich
What customer service really means in 2013 and beyond! 2. Januar 2013
Von NathanielJCasey - Veröffentlicht auf Amazon.com
Format: Gebundene Ausgabe Verifizierter Kauf
I just finished reading Micah Solomon's "High Touch, High Tech Customer Service" and thought it was great. It was a combination learning experience / wake-up-call for my businesses. I realized that it is impossible to survive if you sit idly by and don't attend to the ever-changing customer landscape. You can do a lot old school and stick to the adage - "the customer is always right", but it's just not enough. This book really enlightened me on how much information customers have at their fingertips. It also enlightened me on how powerful a single disgruntled customer can be. Solomon doesn't stop at just breaking down the issues - he goes into great detail explaining how to deal with the issues-the right way.

Solomon's insights helped to extend and give more detail to the broad stroke concepts I learned reading Tony Hseih's books Delivering Happiness: A Path to Profits, Passion, and Purpose; A Round Table Comic. Which were more specifically about culture building.

Using case studies and interesting (and sometimes very funny) vignettes, Solomon makes what would normally be a pretty boring topic fascinating.

Honestly, I decided to read this book because I wanted to demystify some things about using social media to communicate with my customers. I got all the answers I was looking for on that front, and a whole lot more.

I am now convinced that customer service is the new marketing. Learn or become part of the dead pool. If you want to keep your business ahead of the curve and start really anticipating your customer's needs - this book is an awesome place to start.

Lastly - as an experiment - I took a chance and did as Solomon suggests at the end of the book. He actually gives you his contact info and invites you to use it. I set my kindle on the nightstand - picked up my iPhone and wrote him an email. It was almost kind of ridiculous how fast he responded - and I am not talking about an auto-response. He answered all of my questions as if we had been friends for years. He practices what he preaches. I would recommend this read to anyone that has an interest in making sure his or her business survives the next 3-5+ years.
2 von 2 Kunden fanden die folgende Rezension hilfreich
Exemplary Customer Service - A Must Read! 27. November 2013
Von Gregory Pearson - Veröffentlicht auf Amazon.com
Format: Gebundene Ausgabe
I finished reading Micah Solomon's book, High-Tech, High-Touch Customer Service, and I found it to be the best review of exemplary customer service for any particular industry. My business happens to be in the travel services industry, and high-touch, high-tech is a our core value standard because we do not get a second chance at a first impression. I strongly recommend Mr. Solomon's book and any other book he has or will write in regards to customer service because he nails it. In fact, I will use his book as a reference for our strategic plans going forward.
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