- Cover Page
- Title Page
- Copytight Page
- Contents
- Introduction
- Part One Timeliness and Timelessness
- Chapter 1 Today’s Changed Customer: Making Lovemaking Difficult
- The Most Crucial Customer “Trends” Today Are Individual Changes
- Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information—Instantly
- Customer Trend #2: Shame Shift and Values-Based Buying
- Customer Trend #3: Timelessness over Trendiness
- Customer Trend #4: Customer Empowerment
- Customer Trend #5: The Greening of the Customer
- Customer Trend #6: The Desire for Self-Service
- “And Your Point Is?”
- Chapter 2 The Customer Remains the Same: Everything That Isn’t New Under the Sun
- chapter 3 Timeless Customer Service Done Right—and Wrong: Mastery Versus Catastrophe
- Chapter 1 Today’s Changed Customer: Making Lovemaking Difficult
- Part Two High-Tech, High-Touch Anticipatory Customer Service
- Chapter 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service
- Chapter 5: Anticipatory Customer Service: Your Culture
- The Curse of the Short-Term Focus
- Consciously Building a Company Culture: Why Bother?
- You Can’t Out-Pixar Pixar—But Here’s What You Can Do
- Cultural Friends with Benefits
- Cultural Fit, Oddballs, and When Not to Hire
- Positive Peer Pressure: The Double Significance of Every Hiring Decision
- Vendors: Partners, Not Poison
- Spelling Out How You Treat Customers, Vendors, and Employees
- How to Get Started Building Your Core
- The Best Time to Start? Now.
- Buy-in or Highwayin’
- Your Core Values Are Just the Start—But They Are a Start
- Culture Meets the Larger World
- How This Plays Out in a Pinch: Southwest’s Culture Saves a Service Dog
- “And Your Point Is?”
- Chapter 6 Anticipatory Customer Service: Your People
- Chapter 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards
- Part Three: The Rise of Self-Service and Social Media—And Other Seismic Shifts
- Chapter 8 The Rise of Self-Service: A Boon to Your Customers—But Only If You Do It Right
- Chapter 9 Technological Change and Disabled Customers: A True Opportunity, If You Avoid the Missteps
- Chapter 10 Shoulder Your Customer’s Burden (and Make Sure You’re Not Adding to It!)
- Chapter 11 Anti-Social Media: Fears and Hazards of the New Landscape
- Chapter 12 Social Service: Principles for Social Media Customer Service
- Principle #1: Avoid the Fiasco Formula: A Digital Stitch in Time Saves Nine (Million)
- Principle #2: Lie Back and Think of England: Digital Arguments with Customers Are an Exponentially Losing Proposition
- Principle #3: Turn Twankers into Thankers: Reach Out Directly to Online Complainers
- Principle #4: Consider Getting a Complainer on the Telephone (with Permission)—Even if the Relationship Started in Social Media Land
- Principle #5: Get Happy Outcomes into the Public Eye
- Principle #6: Use Social Media and Personal Email to Make Your Customers Feel Important
- Principle #7: Monitor
- Principle #8: If Your Social Media Responses Are Inferior to—Or Not Integrated with—Your Other Channels, They’re Hurting Your Brand
- “And Your Point Is?”
- Chapter 13 Listening: Your Ears Are Your Most Important Technology
- Only One Perspective That Matters
- Sanctuary Much: The S.M.A.R.T. Approach to the Human Force Field
- Using Electronic Systems to Enhance Your Listening
- It’s All About Listening—And It Starts by Opening Yourself to Hearing
- The Maytag Repairman Lets You Slap Him in the Facebook
- Break It to Ourselves More Gently
- Surveying the Landscape
- “And Your Point Is?”
- Notes
- Index
high-tech, high-touch customer service
Inspire Timeless Loyalty in the Demanding
New World of Social Commerce
Micah Solomon
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