Do you believe that technology is changing the way customers relate to business and the services they are providing? If you do, Solomon’s High-Tech, High-Touch Customer Service is a must-read. Technology has changed so much that even the way customers interact with businesses is completely different from what it used to be.
The new customer seems to be much more fickle and a lot less loyal than she has ever been. The interpersonal nature of dealing with customers is changing fundamentally. Customers expect different things than they use to, and they have different needs and wants. Complaints can be known through social media sites almost instanteously. These complaints can have negative long lasting results for businesses. In his book, Solomon shows business people how to deal with new clientele so that the customer is much more loyal.
Solomon’s book should be read by all business executives and customers. It is an important book about the negative impact social media has had on the business world. The reader will learn how to safeguard his/her business from the new challenging clientele. Technology and customer service can complement one another. Solomon shows us how this can be done with equanimity and peace of mind.