Review: "High-tech customer service," Micah Solomon
Books / / December 19, 2019
Author of the book, which is now lying on my desktop, not only in marketing, but also very observant person who is accustomed to notice and celebrate in their lives oflayn- and in the online world a lot of problems with communication and client service as at major Internet giants, and at small local restaurants and eateries. Micah Solomon not discovered America that emphasizes the importance of timely and unobtrusive service. Then what is the core value of new products in 2013 in the book market Runet? Let's look together.
The most important consumer, which stands in the center of the narrative - it Random buyer. Random buyers today make up almost a half postetiteley sites and profiles companies in social media. And only from you and your flexibility and skills depends, if you can transform casual customers in the Loyal Customer.
I must say that this time the field "for new ideas", which traditionally have in books published in "Mann, Ivanov and Ferber", Useful to me is the best: a lot of observations and conclusions arise in the course of reading.
The main lessons of "High Technologies of work with clients"
1. Internet has forever changed the style and ways of communicating with your customersAnd return to "the good old days" will be gone. You can "bite the bullet and think of England", and you can try to get used to this new world.
2. In the digital age, increasing the importance of anticipation: abuse, criticism of the response and the desire of the company to prove that it is - the best on the market, no one else needed. Just help the customer feel "at home".
3. Automation, digital technology and web design - that's for the feeling of "home" of the situation in the modern buyer / client.
4. And even with the automation factor favorite preferences I am still here, so you need to and take into account.
5. The desire for self-service and irritation from excessive attention consultants - another sign of our times.
6. Bad news it is necessary to recognize immediately. Collect complaints, rather than praise. Work with those who complain, to give them a new positive experience that will override the previous negative.
7. Classical standards in anticipation are Apple and Google: One may envy them, but the fact remains.
8. We live in an era where product is a service, and the service is sold as a commodity. Often separate these 2 components when buying impossible.
To be honest, it - not even a third of lessons and observations that can be learned by reading the book of Micah Solomon. In particular, if you're wondering what hotel chain uses the slogan "We - ladies and gentlemen serving ladies and gentlemen"; why for restaurants and hotels it is important to follow the reviews on Yelp; Amazon as the reduced number of "plaintive codes" from 360 to 30; that Netflix for years did not even have e-mail; and why to work out the negative in social networks through a counter attack fraught with damage for the entire company - if you want to know all this, be sure to read the entire book to the end.
And do not forget that It is not enough to train employees vault corporate rules, to put it the scope and requirements. It should take care of those for you and working with you, no less than that of your customers. Then they can have a positive impact on those who serve.
By the way: anyone read?
- Sales managers - first of all. I think even silly to ask "Why" :)
- Service managers and all those who work "in the field" (In the halls, showrooms, shopping outlets and demonstration of products of major brands)
- Management companies who are still afraid of social networks and prefer to score "pazatiffchikom" in Twitter and Facebook obvious negative signals about the unsatisfactory service, or problems at the "forefront" of contact with the customer
- Small businessesWho are not averse to build a company with a "human face"
"High Technologies of work with clients. How to turn a random user in a sincere adherent of "Mika Solomon
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