This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that neither the publisher nor the author is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
In a few instances, the author has concealed identifying characteristics of individuals or businesses, especially in less-than-laudatory examples.
Library of Congress Cataloging-in-Publication Data
Solomon, Micah.
High-tech, high-touch customer service : inspire timeless loyalty in the demanding new world of social commerce / Micah Solomon.
p. cm.
Includes index.
ISBN 978-0-8144-1790-4—ISBN 0-8144-1790-6
1. Customer services. 2. Customer services—Technological innovations. 3. Customer
loyalty. 4. Social media. I. Title.
HF5415.5.S6219 2012
658.8ʹ12—dc23
2012001970
© 2012 Micah Solomon.
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019
About AMA
American Management Association (www.amanet.org) is a world leader in talent development, advancing the skills of individuals to drive business success. Our mission is to support the goals of individuals and organizations through a complete range of products and services, including classroom and virtual seminars, webcasts, webinars, podcasts, conferences, corporate and government solutions, business books and research. AMA’s approach to improving performance combines experiential learning—learning through doing—with opportunities for ongoing professional growth at every step of one’s career journey.
Printing number
10 9 8 7 6 5 4 3 2 1