High-Tech, High-Touch Customer Service

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Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814417906
Total Pages : 209 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis High-Tech, High-Touch Customer Service by : Micah Solomon

Download or read book High-Tech, High-Touch Customer Service written by Micah Solomon and published by AMACOM Div American Mgmt Assn. This book was released on 2012-05-26 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

High Tech High Touch

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Author :
Publisher : Nicholas Brealey Publishing
ISBN 13 : 9781857882605
Total Pages : 0 pages
Book Rating : 4.8/5 (826 download)

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Book Synopsis High Tech High Touch by : John Naisbitt

Download or read book High Tech High Touch written by John Naisbitt and published by Nicholas Brealey Publishing. This book was released on 2001 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation The one great megatrend of the new millennium.

High Tech High Touch - Library Customer Service Through Technology

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Publisher :
ISBN 13 : 9788170005797
Total Pages : 142 pages
Book Rating : 4.0/5 (57 download)

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Book Synopsis High Tech High Touch - Library Customer Service Through Technology by : Lynn Jurewicz And Todd Cutler

Download or read book High Tech High Touch - Library Customer Service Through Technology written by Lynn Jurewicz And Todd Cutler and published by . This book was released on 2009 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt:

High Tech and High Touch

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Author :
Publisher : Cornell University Press
ISBN 13 : 1501714007
Total Pages : 263 pages
Book Rating : 4.5/5 (17 download)

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Book Synopsis High Tech and High Touch by : James E. Coverdill

Download or read book High Tech and High Touch written by James E. Coverdill and published by Cornell University Press. This book was released on 2017-11-15 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

High-Tech High-Touch Recruiting

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Publisher : Kogan Page Publishers
ISBN 13 : 1789665167
Total Pages : 233 pages
Book Rating : 4.7/5 (896 download)

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Book Synopsis High-Tech High-Touch Recruiting by : Barbara Bruno

Download or read book High-Tech High-Touch Recruiting written by Barbara Bruno and published by Kogan Page Publishers. This book was released on 2020-09-10 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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, High Touch

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Author :
Publisher : American Library Association
ISBN 13 : 9780838908600
Total Pages : 166 pages
Book Rating : 4.9/5 (86 download)

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Book Synopsis High Tech, High Touch by : Lynn Jurewicz

Download or read book High Tech, High Touch written by Lynn Jurewicz and published by American Library Association. This book was released on 2003-07-28 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Blackwell's Five-Minute Veterinary Practice Management Consult

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Author :
Publisher : John Wiley & Sons
ISBN 13 : 0781759846
Total Pages : 674 pages
Book Rating : 4.7/5 (817 download)

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Book Synopsis Blackwell's Five-Minute Veterinary Practice Management Consult by : Lowell Ackerman

Download or read book Blackwell's Five-Minute Veterinary Practice Management Consult written by Lowell Ackerman and published by John Wiley & Sons. This book was released on 2006-08-30 with total page 674 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!

Radically Human

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Publisher : Harvard Business Press
ISBN 13 : 1647821096
Total Pages : 152 pages
Book Rating : 4.6/5 (478 download)

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Book Synopsis Radically Human by : Paul Daugherty

Download or read book Radically Human written by Paul Daugherty and published by Harvard Business Press. This book was released on 2022-04-26 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Effortless Experience

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Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Service Failure

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Author :
Publisher : AMACOM/American Management Association
ISBN 13 : 0814431992
Total Pages : 210 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Service Failure by : Jeff Toister

Download or read book Service Failure written by Jeff Toister and published by AMACOM/American Management Association. This book was released on 2013 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: What causes poor customer service? You might be surprised.

Crossing the Chasm

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Publisher : Harper Collins
ISBN 13 : 0061795860
Total Pages : 254 pages
Book Rating : 4.0/5 (617 download)

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Book Synopsis Crossing the Chasm by : Geoffrey A. Moore

Download or read book Crossing the Chasm written by Geoffrey A. Moore and published by Harper Collins. This book was released on 2009-03-17 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is the bestselling guide that created a new game plan for marketing in high-tech industries. Crossing the Chasm has become the bible for bringing cutting-edge products to progressively larger markets. This edition provides new insights into the realities of high-tech marketing, with special emphasis on the Internet. It's essential reading for anyone with a stake in the world's most exciting marketplace.

Demystifying Your Business Strategy

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Publisher : Routledge
ISBN 13 : 1136268022
Total Pages : 238 pages
Book Rating : 4.1/5 (362 download)

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Book Synopsis Demystifying Your Business Strategy by : David Lei

Download or read book Demystifying Your Business Strategy written by David Lei and published by Routledge. This book was released on 2013-08-29 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Distracted Mind

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Publisher : MIT Press
ISBN 13 : 0262534436
Total Pages : 303 pages
Book Rating : 4.2/5 (625 download)

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Book Synopsis The Distracted Mind by : Adam Gazzaley

Download or read book The Distracted Mind written by Adam Gazzaley and published by MIT Press. This book was released on 2017-10-27 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: A “brilliant and practical” study of why our brains aren’t built for media multitasking—and how we can learn to live with technology in a more balanced way (Jack Kornfield, author of The Wise Heart) Most of us will freely admit that we are obsessed with our devices. We pride ourselves on our ability to multitask—read work email, reply to a text, check Facebook, watch a video clip. Talk on the phone, send a text, drive a car. Enjoy family dinner with a glowing smartphone next to our plates. We can do it all, 24/7! Never mind the errors in the email, the near-miss on the road, and the unheard conversation at the table. In The Distracted Mind, Adam Gazzaley and Larry Rosen—a neuroscientist and a psychologist—explain why our brains aren't built for multitasking, and suggest better ways to live in a high-tech world without giving up our modern technology. The authors explain that our brains are limited in their ability to pay attention. We don't really multitask but rather switch rapidly between tasks. Distractions and interruptions, often technology-related—referred to by the authors as “interference”—collide with our goal-setting abilities. We want to finish this paper/spreadsheet/sentence, but our phone signals an incoming message and we drop everything. Even without an alert, we decide that we “must” check in on social media immediately. Gazzaley and Rosen offer practical strategies, backed by science, to fight distraction. We can change our brains with meditation, video games, and physical exercise; we can change our behavior by planning our accessibility and recognizing our anxiety about being out of touch even briefly. They don't suggest that we give up our devices, but that we use them in a more balanced way.

What Millennials Want from Work: How to Maximize Engagement in Today’s Workforce

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Publisher : McGraw Hill Professional
ISBN 13 : 0071843329
Total Pages : 272 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis What Millennials Want from Work: How to Maximize Engagement in Today’s Workforce by : Jennifer J. Deal

Download or read book What Millennials Want from Work: How to Maximize Engagement in Today’s Workforce written by Jennifer J. Deal and published by McGraw Hill Professional. This book was released on 2016-01-01 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: The most comprehensive, in-depth look at Millennials to date—essential for managers, HR professionals, and global business leaders seeking to align long-term organizational goals with the realities of the new workforce Millennials have been burdened with a reputation as spoiled, lazy, and entitled, but the reality behind the stereotype is far richer and more complex. Who are Millennials and what do they really want? Based on fieldwork and survey data from global research on more than 25,000 Millennials and 29,000 older workers in 22 countries, this book paints a comprehensive, scientifically accurate picture of what really motivates Millennials around the world. Learn how to get the most from Millennials by: • Improving workplace flexibility—because Millennials don’t separate life and work • Providing adequate support and feedback—because Millennials like to learn and grow • Coaching, not micromanaging—because Millennials value autonomy • Designing competitive salary structures—because Millennials know what’s up • Providing opportunities to contribute to society—because Millennials care about doing good Millennials want a satisfying job that pays well, coworkers they like and trust, advancement opportunities, and the occasional pat on the back. Who doesn’t want those things? This essential book explains who Millennials really are, and offers practical advice to help those who manage, lead, and work with Millennials to improve teamwork, increase productivity, strengthen organizational culture, and build a robust talent pipeline. Jennifer J. Deal is a senior research scientist at the Center for Creative Leadership and an affiliated research scientist at the Center for Effective Organizations at the University of Southern California. Alec Levenson is a senior research scientist at the Center for Effective Organizations at the Marshall School of Business at the University of Southern California.

Exceptional Service, Exceptional Profit

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Author :
Publisher : AMACOM
ISBN 13 : 0814415393
Total Pages : 190 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Exceptional Service, Exceptional Profit by : Leonardo Inghilleri

Download or read book Exceptional Service, Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Customer Experience 3.0

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Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Experience 3.0 by : John A. Goodman

Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

The Censors

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Publisher :
ISBN 13 :
Total Pages : 262 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis The Censors by : Luisa Valenzuela

Download or read book The Censors written by Luisa Valenzuela and published by . This book was released on 1992 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: The only bilingual collection of fiction by Luisa Valenzuela. This selection of stories from "Clara", "Strange things happen here", and "Open door" delve into the personal and political realities under authoritarian rule.