Micah Solomon on Customer Service in the Twenty-First Century

Using New Tools to Your Advantage

August 10, 2012 / Podcast # 12-16

Micah Solomon

Micah Solomon joins us on Edgewise to discuss his new book High-Tech, High-Touch Customer Service. Micah addresses the positive and negative effects technology has had on customer service today as well as the recent changes in the balance of power between customers and businesses. Using companies like Twitter and Yelp, Micah describes the importance of immediate customer conversation and how customers now, more than ever, can easily choose to take their business elsewhere. Other good examples of technology harness for revenue are companies like Netflix and Amazon that tap in to people’s strong desire for self-service and the need to receive things much faster than ever.

Micah Solomon, author of High-Tech, High-Touch Customer Service, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling Exceptional Service, Exceptional Profit.

For additional training on this topic, consider these AMA seminars:
*Customer Service Excellence: How to Win and Keep Customers
*Leading Extraordinary Customer Service
*How to Create an ITIL Service Desk and Incident Management PRocess

To learn more, read these AMACOM Books:
*Strategic Customer Service, by John A. Goodman
*Customer Service Management Training 101, by Renee Evenson
*Award Winning Customer Service, by Renee Evenson

 

Robert Bloom on Winning Customer Preference

Engaging consumers in an age of declining loyalty

August 26, 2011 / Podcast # 11-34

Robert Bloom

It’s 3:00 a.m. Do you know what your customer wants? According to Robert Bloom, author of The New Experts: Win Today’s Newly Empowered Customers at Their Four Decisive Moments, your customer is one second of Smartphone research and a twitter review away from being on to the next brand. Robert explains why anticipating the “3:00 a.m. nightmare” and nailing several make or break, now or never moments throughout the customer experience is the key to making your brand their preference.
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