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9798200631193

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Reviews

"""Brilliantly written and often belly-laugh humorous."" -- ""Brian Schoenbaechler, president and managing partner, Integracore "" ""Clearly the best book on customer service management written in the last decade."" -- ""Frank Allen Philpot, professor at George Mason University School of Management "" ""Cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone. -- ""Publishers Weekly"" ""In a world of mind-numbing choices and little loyalty, Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it's good business."" -- ""Seth Godin, New York Times bestselling author of Linchpin "" ""In my world of not-for-profits, there is almost nothing more important than building constituent loyalty and retention of donors. Micah Solomon's methodology and wisdom are the true expert guidance that's needed to make this a reality."" -- ""Jann Schultz, director of donor relations, Operation Smile"" ""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, cofounder of Apple"" ""Micah Solomon takes on one of the stickiest questions in business today--how to navigate the ever-changing landscape of technology without losing the soul of the cus-tomer experience--and explains it with great savvy. High-Tech, High-Touch Customer Service is a must read for anyone serious about great service in the digital age."" -- ""Jay Coldren, vice president of lifestyle brands, Marriott International "" ""Micah Solomon's pedigree as an entrepreneur, marketer, and customer service strategist is clear. [His book] illustrates how to achieve a level of customer engagement that makes an organization thrive in our era of tech-enabled business success."" -- ""Jonathan Feldman, contributing editor, InformationWeek "" ""Presents all sorts of practical advice (and real world examples) to organizations on how to adapt to the new balance of power that social media presents."" -- ""CIO Digest"" ""Reminds us that genuine customer service isn't an afterthought...It is a continuing approach to meeting customers' changing needs on an ongoing basis."" -- ""Inland Business Journal"" ""Sharp, witty, and full of practical tools and examples."" -- ""Independent Agent"" ""This book is ideal for business owners who sell to consumers...you will find examples and lessons galore."" -- ""Small Business Trends"" ""To create a personal connection in today's fast-paced environment businesses must listen and respond at the speed of light--and create a culture built on service. Solomon illustrates how to anticipate customer expectations and deliver a memorable experience every time."" -- ""Ray Davis, president and CEO, Umpqua Bank """

Author Information

Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line. He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah ""The World's #1 Customer Service Turnaround Expert."" Micah also offers his service as a customer service trainer, eLearning training designer, and keynote speaker. Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review. Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line. He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah ""The World's #1 Customer Service Turnaround Expert."" Micah also offers his service as a customer service trainer, eLearning training designer, and keynote speaker. Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review. Lloyd James (a.k.a. Sean Pratt) has been a working professional actor in theater, film, television, and voice-overs for more than thirty years. He has narrated over one thousand audiobooks and won numerous Earphones Awards and nominations for the Audie Award and the Voice Arts Award. He holds a BFA degree in acting from Santa Fe University, New Mexico.

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