High Tech High Touch Customer Service

Author : Micah Solomon
Publisher : AMACOM
Page : 268 pages
File Size : 44,5 Mb
Release : 2012-05-26
Category : Business & Economics
ISBN : 9780814417911

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High-Tech, High-Touch Customer Service by Micah Solomon Pdf

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.

Author : Lynn Jurewicz And Todd Cutler
Publisher : Unknown
Page : 142 pages
File Size : 43,7 Mb
Release : 2009
Category : Customer services
ISBN : 8170005795

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High Tech High Touch - Library Customer Service Through Technology by Lynn Jurewicz And Todd Cutler Pdf

Author : Lynn Jurewicz,Todd Cutler
Publisher : American Library Association
Page : 166 pages
File Size : 52,7 Mb
Release : 2003-07-28
Category : Computers
ISBN : 0838908608

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High Tech, High Touch by Lynn Jurewicz,Todd Cutler Pdf

High Tech, High Touch illustrates technical solutions that really work, inspired by effective customer service strategies used by businesses. These are unique technology solutions—based on digital libraries, portals, e-mail notifications, and database interfaces to the web—to solve everyday public library problems.

Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 52,9 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841

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Achieving Excellence Through Customer Service by John Tschohl Pdf

Promotes the theory that superior customer service leads to a superior business organisation

Author : Lowell Ackerman
Publisher : John Wiley & Sons
Page : 674 pages
File Size : 54,5 Mb
Release : 2006-08-30
Category : Medical
ISBN : 9780781759847

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Blackwell's Five-Minute Veterinary Practice Management Consult by Lowell Ackerman Pdf

Blackwell's Five-Minute Veterinary Practice Management Consult is a comprehensive, one-stop reference text on all things management related, from understanding the marketplace in which veterinarians practice, to appreciating hospital finances, to the nuts and bolts of marketing services for a veterinary practice. Topics are covered in a thorough but concise format and provide invaluable information for practice owners, administrators, associates and staff. Key Features: ? follows the popular Five-Minute Veterinary Consult structured format ? consistency of presentation makes for easy information retrieval ? focus is on practical rather than theoretical solutions for veterinary practice issues ? Provides examples within relevant topics Sections include: ? The veterinary marketplace ? Client relationship management ? Communications ? Financial management ? Cash management ? Human resources ? Marketing management ? Operations management ? Administrative management ? Practice safety ? Legal Issues ? Planning & Decision-making ? Facility management, design and construction Plus, appendices, list of abbreviations, glossary, and more!

Author : Barbara Bruno
Publisher : Kogan Page Publishers
Page : 233 pages
File Size : 51,8 Mb
Release : 2020-09-10
Category : Business & Economics
ISBN : 9781789665161

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High-Tech High-Touch Recruiting by Barbara Bruno Pdf

CATEGORY SILVER WINNER: Axiom Awards 2021 - Human Resources/Employee Training Category Despite global economic conditions, companies are always looking to attract and retain the best talent. Unfortunately, almost 30% of US job seekers leave a new job within the first 30 days. Why? Many new recruiters rely too heavily on high-tech tools to attract candidates and may not have learned the fundamental relationship-building skills that help recruiters ensure that clients and candidates are a good match. High-Tech High-Touch Recruiting provides recruiters with an end-to-end process for recruiting the highest caliber talent who, after they are hired, will become engaged employees. While emphasizing the overall importance of building "high-touch" relationship-building skills, the book outlines how these can be blended successfully with "high-tech" tools such as AI-powered software applications to identify a large pool of qualified job candidates. Once you've identified candidates, the author cautions against the sole use of text and email communication and suggests that recruiters conduct a general interview in order to better ascertain whether a candidate is the best fit for the role. High-Tech High-Touch Recruiting comes with online resources including sample offer letters, recruiting scripts, job requisitions, interview scorecard, a listing of characteristics of best hires and guidelines for a 9-step telephone interview process.

Author : David Lei,John Slocum
Publisher : Routledge
Page : 238 pages
File Size : 41,5 Mb
Release : 2013-08-29
Category : Business & Economics
ISBN : 9781136268021

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Demystifying Your Business Strategy by David Lei,John Slocum Pdf

While scores of strategic management books have been written, many books fail to take into consideration the influences that shape and constrain managers’ ability to formulate and execute well-thought out strategies. Demystifying Your Business Strategy acknowledges and harnesses those influences, providing practitioners with a helpful new approach to developing and maintaining a competitive advantage. In this book, David Lei and John W. Slocum offer readers a comprehensive overview of the drivers of evolutionary advantage, recognizing that sources of competitive advantage for any organization will necessarily shift and evolve in response to changes in the industry environment. Demystifying Your Business Strategy also offers practical insights on how to spot "inflection points" of strategic transition and identify signals that indicate when an organization needs to develop a new source of competitive advantage. With in-depth discussion of the four different types of business strategies that many firms pursue and the strategic disciplines that support them, this book can provide significant insight and direction to managers at all levels within an organization.

Author : Paul Daugherty,H. James Wilson
Publisher : Harvard Business Press
Page : 152 pages
File Size : 55,9 Mb
Release : 2022-04-26
Category : Business & Economics
ISBN : 9781647821098

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Radically Human by Paul Daugherty,H. James Wilson Pdf

Technology advances are making tech more . . . human. This changes everything you thought you knew about innovation and strategy. In their groundbreaking book, Human + Machine, Accenture technology leaders Paul R. Daugherty and H. James Wilson showed how leading organizations use the power of human-machine collaboration to transform their processes and their bottom lines. Now, as new AI powered technologies like the metaverse, natural language processing, and digital twins begin to rapidly impact both life and work, those companies and other pioneers across industries are tipping the balance even more strikingly toward the human side with technology-led strategy that is reshaping the very nature of innovation. In Radically Human, Daugherty and Wilson show this profound shift, fast-forwarded by the pandemic, toward more human—and more humane—technology. Artificial intelligence is becoming less artificial and more intelligent. Instead of data-hungry approaches to AI, innovators are pursuing data-efficient approaches that enable machines to learn as humans do. Instead of replacing workers with machines, they're unleashing human expertise to create human-centered AI. In place of lumbering legacy IT systems, they're building cloud-first IT architectures able to continuously adapt to a world of billions of connected devices. And they're pursuing strategies that will take their place alongside classic, winning business formulas like disruptive innovation. These against-the-grain approaches to the basic building blocks of business—Intelligence, Data, Expertise, Architecture, and Strategy (IDEAS)—are transforming competition. Industrial giants and startups alike are drawing on this radically human IDEAS framework to create new business models, optimize post-pandemic approaches to work and talent, rebuild trust with their stakeholders, and show the way toward a sustainable future. With compelling insights and fresh examples from a variety of industries, Radically Human will forever change the way you think about, practice, and win with innovation.

Author : James E. Coverdill,William Finlay
Publisher : Cornell University Press
Page : 263 pages
File Size : 40,9 Mb
Release : 2017-11-15
Category : Business & Economics
ISBN : 9781501714009

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High Tech and High Touch by James E. Coverdill,William Finlay Pdf

In High Tech and High Touch, James E. Coverdill and William Finlay invite readers into the dynamic world of headhunters, personnel professionals who acquire talent for businesses and other organizations on a contingent-fee basis. In a high-tech world where social media platforms have simplified direct contact between employers and job seekers, Coverdill and Finlay acknowledge, it is relatively easy to find large numbers of apparently qualified candidates. However, the authors demonstrate that headhunters serve a valuable purpose in bringing high-touch search into the labor market: they help parties on both sides of the transaction to define their needs and articulate what they have to offer. As well as providing valuable information for sociologists and economists, High Tech and High Touch demonstrates how headhunters approach practical issues such as identifying and attracting candidates; how they solicit, secure, and evaluate search assignments from client companies; and how they strive to broker interactions between candidates and clients to maximize the likelihood that the right people land in the right jobs.

Author : Anonim
Publisher : Unknown
Page : 798 pages
File Size : 45,7 Mb
Release : 2000
Category : Computers
ISBN : UVA:X006112570

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Computers in Libraries by Anonim Pdf

Author : Leonard L. Berry,David R. Bennett,Carter W. Brown
Publisher : McGraw-Hill Professional Publishing
Page : 248 pages
File Size : 45,6 Mb
Release : 1989
Category : Business & Economics
ISBN : UOM:39015014622685

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Service Quality by Leonard L. Berry,David R. Bennett,Carter W. Brown Pdf

Author : John Naisbitt
Publisher : Unknown
Page : 36 pages
File Size : 42,5 Mb
Release : 1983
Category : Technology
ISBN : UOM:39015040726377

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High Tech/high Touch by John Naisbitt Pdf

Author : Micah Solomon
Publisher : HarperCollins Leadership
Page : 241 pages
File Size : 41,6 Mb
Release : 2020-01-14
Category : Business & Economics
ISBN : 9781400214938

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Ignore Your Customers (and They'll Go Away) by Micah Solomon Pdf

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.

Author : William O. Umiker
Publisher : American Society of Clinical Pathologists Press
Page : 312 pages
File Size : 55,7 Mb
Release : 1996
Category : Medical
ISBN : UOM:39015041291116

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The Customer Oriented Laboratory by William O. Umiker Pdf

Author : Paul R. Timm
Publisher : Prentice Hall
Page : 244 pages
File Size : 53,8 Mb
Release : 2005
Category : Business & Economics
ISBN : 0131779966

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Customer Service by Paul R. Timm Pdf

KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.