High-Tech, High-Touch Customer Service

March 12, 2012
Consultant Solomon (coauthor of Exceptional Service, Exceptional Profit) helps businesspeople navigate the murky waters of social media–driven customer service, specifically, how to respond, when to respond, and when to keep their mouths shut. The competitive landscape has changed dramatically, and customer expectations with it; never before have customers had such insight into company behavior or such expectation of immediate response. Solomon advocates anticipatory customer service mixed with old-fashioned product creation and service. He also stresses understanding values-based buying, the importance of communicating the company’s principles, autonomy for customer service workers, and methods of handling the fears and hazards of the new landscape. Though occasionally opaquely acronym-heavy, this is a cogent and clear primer for business owners leery of social media, featuring clear, organized takeaways and a firm, encouraging tone. Agent: Bill Gladstone, Waterside Productions.