High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce /
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 k...
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York :
AMACOM, American Management Association,
2012
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| Subjects: | |
| Local Note: | ProQuest Ebook Central |
Table of Contents:
- Introduction; Forearmed Is Forewarmed; A Light Touch at Just the Right Time; Saying Your Business Is ''On the internet'' Is Like Saying It's ''On the Power Grid''; All You Need to Know in a Rhyming Nutshell; Homeward Bound; Where Tech Makes Loyalty Easier; How This Book Is Organized; PART ONE: Timeliness and Timelessness; CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult; The Most Crucial Customer ''Trends'' Today Are Individual Changes; Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information--Instantly.
- Customer Trend #2: Shame Shift and Values-Based BuyingCustomer Trend #3: Timelessness over Trendiness; Customer Trend #4: Customer Empowerment; Customer Trend #5: The Greening of the Customer; Customer Trend #6: The Desire for Self-Service; "And Your Point Is?"; CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun; Providing Value: As Easy as 1, 2 ... 4; A Perfect Product or Service; Delivered in a Caring, Friendly Manner; In a Timely Fashion; ... Backed Up by an Effective Problem-Resolution Process; ''And Your Point Is?''
- CHAPTER 3 Timeless Customer Service Done Right--and Wrong: Mastery Versus CatastropheThe Masterful Company; A Cameo of Catastrophe: Timeless Service Done Tragically Wrong; ''And Your Point Is?''; PART TWO: High-Tech, High-Touch Anticipatory Customer Service; CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service; The Apple Store Experience; From Cradle to Credit Card; A Tale of Two Installs; Bringing It All Back Home; ''Attaching'' Yourself to Customers: Gmail and More; ''And Your Point Is?''; CHAPTER 5 Anticipatory Customer Service: Your Culture.
- The Curse of the Short-Term FocusConsciously Building a Company Culture: Why Bother?; You Can't Out-Pixar Pixar--But Here's What You Can Do; Cultural Friends with Benefits; Cultural Fit, Oddballs, and When Not to Hire; Positive Peer Pressure: The Double Significance of Every Hiring Decision; Vendors: Partners, Not Poison; Spelling Out How You Treat Customers, Vendors, and Employees; How to Get Started Building Your Core; The Best Time to Start? Now.; Buy-in or Highwayin'; Your Core Values Are Just the Start--But They Are a Start; Culture Meets the Larger World.
- How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog''And Your Point Is?''; CHAPTER 6 Anticipatory Customer Service: Your People; A Wet Dog at Petco; Supernatural Selection; Trial by Hire; ''Fit'' and Its Pitfalls; ''And Your Point Is?''; CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards; Patting Down Jesse Ventura; The Case for Autonomy in Customer Service Work; The Need for Standards; Standards and Autonomy: The Hybrid Path; Pour Lion and PEPI; Conveying Standards--And Maintaining Autonomy; ''And Your Point Is?''
- PART THREE: The Rise of Self-Service and Social Media--And Other Seismic Shifts.
