High-Tech, High-Touch Customer Service

High-Tech, High-Touch Customer Service
Author: Micah Solomon
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 209
Release: 2012-05-26
Genre: Business & Economics
ISBN: 0814417906

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 keep up with. They are empowered like never before and expect businesses to respect that sense of empowermentùlashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wideùonline and off.

The Power of Touch

The Power of Touch
Author: Phyllis Davis, Ph.D.
Publisher: Hay House, Inc
Total Pages: 180
Release: 1999-04-01
Genre: Health & Fitness
ISBN: 1401933076

Were you raised in a "non-touching" atmosphere? Is your "inner hunger" really a yearning for touch? Do you know what your touching "taboos" are? Do you wish you could feel more comfortable touching others or being touched? Are you fulfilling your loved one's need for touch? Would you like to learn how touching influences behavior and how it could enrich your daily? In the revised edition of her exciting book, The Power of Touch, Phyllis K. Davis explores the human need to touch and be touched--and how America's cultural taboos have made us a touch-starved nation. Phyllis shares important insights on physical contact, not only as a biological need, but also as a language that communicates love more powerfully than words.Thought provoking and inspiring, The Power of Touch examines the catastrophic effects on individuals not nurtured by loving touch. People deprived of this kind of touch often exhibit compulsive overeating, restlessness, drug abuse, promiscuity, and workaholism. Even more shocking--singles deprived of touch have a death rate five times higher than their married counterparts. Phyllis also refutes the myth that picking up crying infants spoils them and stresses the role being physically nurtured as babies plays in becoming well-adjusted adults. To help the reader learn how to bring more touch into their lives, Phyllis includes a chapter of touching exercises and ideas. "Without touch, a baby dies, the human heart aches, and the soul withers. Touch is communication on the most basic level: The Power of Touch is about the language of love spoken through physical contact. The need for touch is a necessity throughout our lives, from birth to death, which serves to sustain us emotionally and physically. She discusses how touch can improve relationships of all kinds-parent/child, man/woman, friend/friend-help heal the body, and open the heart to a deeper love. She provides insights into the role of touch in infant health, sexual satisfaction, well-being of the elderly, and she suggests a number of activities and exercises that will make touching a delightful and valuable tool in your life. In this wonderful book, author Phyllis K. Davis teaches you about the role of touch in healing, infant care, raising children, developmental psychology, lovemaking, old age, and friendship. The message is simple: Open your heart, reach out, and touch those you care about. If you are a friend, parent, massage therapist, teacher, lover, grandparent, caretaker, health-care professional--or just a compassionate human being--you will learn how even the briefest and simplest forms of touch influence your behavior and enrich the lives of those sharing your world.

Hi-Tech Hi-Touch Branding

Hi-Tech Hi-Touch Branding
Author: Paul Temporal
Publisher:
Total Pages: 248
Release: 2001-01-12
Genre: Business & Economics
ISBN:

"There's branding and there's high-tech branding and the differences are enormous. The authors do a great job in isolating the many important principles of branding in an increasingly high-technology world." Al Ries Chairman, Ries & Ries Co-author, The 11 Immutable Laws of Internet Branding "The internet and e-commerce have inspired phenomenal changes in the business world, but at least one thing has remained constant: the importance of building a strong brand." Ed Zander President, Sun Microsystems, Inc. "Building a strong consumer brand has always been a monumental task. But, never more so than today, with the explosion of technology, innovation and communication. Paul Temporal has taken a pragmatic and credible approach to suggesting how this effort can be tackled, through his reiteration of basic branding principles, to his reliving case studies of companies which point the way forward. Along the way, he reminds us that branding is all about building a long-lasting and meaningful relationship with consumers." Aaron Boey Vice-President, Marketing Philips Consumer Electronics, Asia-Pacific & Middle-East "Paul Temporal and KC Lee offer us a book full of thought-provoking views and case studies relevant to Internet-Age companies. Insightful and informative, this book challenges you to think through every element of your online branding and customer experience. It is a useful read for any executive who is in charge of brand strategy development and management." Jay Sibel Vice-President, Communications and High Technology Practice A.T. Kearney "In the hi-tech age, building and sustaining great brands are even more critical than ever. The strength of the brand is the only differentiator in a world of connected and knowledgeable customers." Steve Ballmer President, Microsoft

Leading Consciously

Leading Consciously
Author: Debashis Chatterjee
Publisher: Routledge
Total Pages: 235
Release: 2012-08-21
Genre: Business & Economics
ISBN: 1136014977

Leading Consciously addresses the issues of motivation, decision-making, communication, time management, effective learning, work psychology, organizational development, and self-mastery. The author weaves together the insights of some of the most remarkable leaders of the world whose lives embody great truths about leadership and self-transformation, masters such as M. K. Gandhi, Edmund Hillary, Mother Teresa, and Albert Einstein. Debashis Chatterjee is an international management thinker, Fulbright scholar, corporate philosopher, mystic, and writer. He is a member of the faculty in Behavioral Sciences at the Indian Institute of Management in Lucknow, India. An immensely popular speaker on the themes of spirituality and modern management, Chatterjee organizes frequent leadership retreats for diverse audiences of executives, doctors, scientists, political leaders, and social service workers in India and around the world.

Customer Success

Customer Success
Author: Nick Mehta
Publisher: John Wiley & Sons
Total Pages: 195
Release: 2016-02-16
Genre: Business & Economics
ISBN: 1119168309

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

High-Tech High-Touch Recruiting

High-Tech High-Touch Recruiting
Author: Barbara Bruno
Publisher: Kogan Page Publishers
Total Pages: 233
Release: 2020-09-10
Genre: Business & Economics
ISBN: 1789665167

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.

High Tech and High Touch

High Tech and High Touch
Author: James E. Coverdill
Publisher: Cornell University Press
Total Pages: 263
Release: 2017-11-15
Genre: Business & Economics
ISBN: 1501714007

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.

Kinds of Power

Kinds of Power
Author: James Hillman
Publisher: Crown Currency
Total Pages: 273
Release: 2012-10-24
Genre: Business & Economics
ISBN: 0307828433

In the boldest expose on the nature of power since Machiavelli, celebrated Jungian therapist James Hillman shows how the artful leader uses each of two dozen kinds of power with finesse and subtlety. Power, we often forget, has many faces, many different expressions. "Empowerment," writes best-selling Jungian analyst James Hillman, "comes from understanding the widest spectrum of possibilities for embracing power." If food means only meat and potatoes, your body suffers from your ignorance. When your idea of food expands, so does your strength. So it is with power. "James Hillman," says Robert Bly, "is the most lively and original psychologist we have had in America since William James." In Kinds Of Power, Hillman addresses himself for the first time to a subject of great interest to business people. He gives much needed substance to the subject by showing us a broad experience of power, rooted in the body, the rnind, and the emotions, rather than the customary narrow interpretation that simply equates power with strength. Hillman's "anatomy" of power explores two dozen expressions of power every artful leader must understand and use, including: the language of power, control, influence, resistance, leadership, prestige, authority, exhibitionism, charisma, ambition, reputation, fearsomeness, tyranny, purism, subtle power, growth, and efficiency.