High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

By Micah Solomon

STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply useful tackle customer support, enterprise good fortune, and the dual value of individuals and technology."
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SETH GODIN: "It's challenging to visualize a company with entrance line staff that may not enjoy the principles during this book."
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"Clearly the simplest publication on customer support administration written within the final decade." Professor Frank Allen Philpot, George Mason collage college of Management
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-SETH GODIN's "Must-Read studying List,"Late Spring 2012 
-CIO journal: "Must-read, summer time 2012"
-Readitfor.me:"The eight new company books you want to learn NOW"
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Description: In an age of social media, smartphones, self-service, and six-second awareness spans, High-Tech, High-Touch buyer Service throws what you are promoting a lifeline. contemporary consumers are a troublesome bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectancies are more durable than ever for a company to take care of with. they're empowered like by no means prior to and anticipate companies to appreciate that experience of empowerment--lashing out at those who do not.

Take heart: outdated customer support, absolutely retooled for state-of-the-art blistering speed and digitally attached fact, is what you must construct the sort dependable purchaser base in an effort to survive--and thrive. And High-Tech, High-Touch client Service spells out surefire recommendations for achievement in a transparent, pleasing, and useful method. observe:

* Six significant client traits and what they suggest in your company
* 8 unbreakable principles for social media customer support
* How to successfully tackle on-line complainers and saboteurs on Yelp, Twitter, TripAdvisor, and different boards for consumer generated content material
* The emerging energy of self-service--and easy methods to layout it competently
* the right way to construct an organization tradition that breeds stellar customer support 

High-Tech, High-Touch consumer Service
reveals within secrets and techniques of wildly winning customer support projects, from web startups to venerable manufacturers, and indicates how businesses of each stripe can flip informal clients into fervent supporters who will unfold the note a long way and wide--online and rancid. 

About the writer

"A new guru of shopper carrier excellence is Micah Solomon."-- The monetary Post

MICAH SOLOMON, a profitable entrepreneur and company chief, is a most sensible keynote speaker and advisor on customer support, revenues, and advertising and marketing matters, the buyer adventure, and corporate tradition for our digitally attached occasions. He co-authored the bestselling Exceptional provider, extraordinary Profit and his services has been featured in quick corporation, Bloomberg BusinessWeek, Inc. journal, Forbes.com, NBC and ABC tv programming, and somewhere else.

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Graphic Design and Architecture, A 20th Century History: A Guide to Type, Image, Symbol, and Visual Storytelling in the Modern World

By Richard Poulin

This leading edge quantity is the 1st to supply the layout pupil, practitioner, and educator with a useful finished reference of visible and narrative fabric that illustrates and evaluates the original and demanding heritage surrounding picture layout and structure. Graphic layout and structure, A twentieth Century History heavily examines the connection among typography, photo, symbolism, and the equipped setting via exploring primary topics, significant technological advancements, very important brands, and pioneering designers during the last a hundred years. it's a whole source that belongs on each designer's bookshelf.

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Structural Mechanics: Modelling and Analysis of Frames and Trusses

Textbook covers the basic conception of structural mechanics and the modelling and research of body and truss structures

  • Deals with modelling and research of trusses and frames utilizing a scientific matrix formulated displacement approach with the language and adaptability of the finite point method
  • Element matrices are proven from analytical suggestions to the differential equations 
  • Provides a robust toolbox with components and algorithms for computational modelling and numerical exploration of truss and body structures
  • Discusses the concept that of stiffness as a qualitative instrument to give an explanation for structural behaviour
  • Includes a variety of routines, for a few of which the pc software program CALFEM is used. so one can help the educational strategy CALFEM provides the consumer complete review of the matrices and algorithms utilized in a finite point analysis


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Netflixed: The Epic Battle for America's Eyeballs

By Gina Keating

The within tale of Netflix’s amazing upward push and unsure destiny as grasp of the video universe
Netflix has come far for the reason that 1997, while Marc Randolph and Reed Hastings determined to begin an internet DVD shop prior to most folk owned a DVD participant. but its long term success—or even survival—is nonetheless faraway from guaranteed.
Journalist Gina Keating recounts the fast paced drama of the company’s turbulent upward thrust to the head and its try and invent new forms of company. First it engaged in a grueling struggle opposed to videostore behemoth Blockbuster, reworking motion picture condo without end. Then it jumped into a bigger conflict for on-line video streaming opposed to Google, Hulu, Amazon, and the large cable companies.
Drawing on large interviews and her years masking Netflix as a reporter, Keating makes this story as soaking up because it is critical.

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Hybrid Reality: Thriving in the Emerging Human-Technology Civilization (TED Books Book 15)

By Parag Khanna

Expertise futurists Ayesha and Parag Khanna (whom Esquire journal calls one of many seventy five those that will impression the twenty first century) claim that we're speedily relocating from some degree of co-existence with expertise to a part of co-evolution with it. within the Hybrid Age, expertise is ubiquitous (with trillions of sensors coating our environment), clever (devices speaking with one another in addition to with us), and social (encouraging us to boost emotional relationships with it). expertise not simply tactics our guideline; it has its personal business enterprise, and we reply to it up to it responds to us. What this implies for societies and participants, in addition to groups and countries, is actually international altering. How can we reply and adapt?

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The Hunger of Time

By Rory Barnes

Technology has began to speed up at a terrifying cost. by means of the mid‑twenty-first century, we'd see a Singularity: a convergence of man-made intelligence, complicated nanotechnologies for development issues on the atomic scale, particular genomics, and different wonders. What occurs after that? Will the descendents of today’s humanity turn into gods or demons, or just smash themselves? and should we be between their quantity, carried alongside through rejuvenation and immortality remedies? For Natalie and her irritatingly attractive younger sister Suzanna, those are not any longer summary questions. The commonplace international is on the point of challenge. Dumped by way of her live‑in boyfriend and fixed again at domestic together with her mom and dad, Nat isn't really a contented individual. And her father, Hugh, is performing like a mad scientist. What the hell is he development available in the market within the storage? whilst Hugh frog‑marches his kinfolk into the storage, it looks like he has fairly long past mad, and they're because of perish even sooner than the plague wipes out all lifestyles in the world. however the computer Hugh has been engaged on hurls them all—not forgetting their puppy Ferdy—ever extra into the longer term, and the escapade does not cease till the very finish of time and space. 

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Media Technologies: Essays on Communication, Materiality, and Society (Inside Technology)

By Tarleton Gillespie, Pablo J. Boczkowski, Kirsten A. Foot

In fresh years, scholarship round media applied sciences has eventually shed the belief that those applied sciences are become independent from and powerfully choosing of social existence, taking a look at them in its place as produced by way of and embedded in designated social, cultural, and political practices. verbal exchange and media students have more and more taken theoretical views originating in technology and know-how reviews (STS), whereas a few STS students drawn to details applied sciences have associated their examine to media reports inquiries into the symbolic dimensions of those instruments. during this quantity, students from either fields come jointly to enhance this view of media applied sciences as advanced sociomaterial phenomena.

The participants first handle the connection among materiality and mediation, contemplating such issues because the lived realities of community infrastructure. The participants then spotlight media applied sciences as continually in movement, held jointly in the course of the minute, unobserved paintings of many, together with efforts to maintain those applied sciences alive.

ContributorsPablo J. Boczkowski, Geoffrey C. Bowker, Finn Brunton, Gabriella Coleman, Gregory J. Downey, Kirsten A. Foot, Tarleton Gillespie, Steven J. Jackson, Christopher M. Kelty, Leah A. Lievrouw, Sonia Livingstone, Ignacio Siles, Jonathan Sterne, Lucy Suchman, Fred Turner

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The Piracy Crusade: How the Music Industry's War on Sharing Destroys Markets and Erodes Civil Liberties (Science/Technology/Culture)

By Aram Sinnreich

Within the decade and a part seeing that Napster first emerged, endlessly altering the face of electronic tradition, the declare that "internet pirates killed the tune undefined" has turn into so ubiquitous that it truly is handled as universal wisdom. Piracy is a deadly disease on valid companies and hard-working artists, we're informed, a "cybercrime" just like identification fraud or maybe terrorism.

In The Piracy Crusade, Aram Sinnreich reviews the proposal of "piracy" as a fable perpetuated by means of state-of-the-art cultural cartels―the handful of businesses that dominate the movie, software program, and particularly tune industries. As electronic networks have permeated our social setting, they've got provided substantial numbers of individuals the chance to test with leading edge cultural and entrepreneurial principles predicated at the trust that info might be shared commonly. This has left the media cartels, whose energy has traditionally resided of their skill to limit the circulate of cultural info, with tough offerings: adapt to this new surroundings, struggle the adjustments the teeth and nail, or settle for obsolescence. Their choice to struggle has led to ever superior copyright legislation and the competitive pursuit of accused infringers.

Yet the main risky legacy of this "piracy campaign" isn't the harm inflicted on promising start-ups or on well-intentioned civilians stuck within the crosshairs of file-sharing litigation. way more troubling, Sinnreich argues, are the wider implications of copyright legislation and international treaties that sacrifice loose speech and privateness within the identify of scuffling with the phantom of piracy―policies that threaten to undermine the principles of democratic society.

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The Privacy Engineer's Manifesto: Getting from Policy to Code to QA to Value

By Jonathan Fox, Michelle Finneran Dennedy, Thomas Finneran

"It's our thesis that privateness could be a vital part of the following wave within the expertise revolution and that innovators who're emphasizing privateness as a vital part of the product existence cycle are at the correct track." --The authors of The privateness Engineer's Manifesto

The privateness Engineer's Manifesto: Getting from coverage to Code to QA to price is the 1st booklet of its variety, delivering industry-proven strategies that transcend mere thought and including lucid views at the demanding situations and possibilities raised with the rising "personal" info economy.

The authors, a uniquely expert group of longtime specialists, element how one can construct privateness into items, methods, functions, and platforms. The booklet bargains perception on translating the guiding mild of OECD privateness instructions, the reasonable info perform ideas (FIPPs), often approved privateness ideas (GAPP) and privateness by way of layout (PbD) into concrete suggestions that agencies, software/hardware engineers, and approach administrators/owners can comprehend and practice during the product or technique existence cycle—regardless of improvement methodology—from inception to retirement, together with info deletion and destruction.

In addition to supplying sensible the way to utilising privateness engineering methodologies, the authors aspect the way to arrange and arrange an company or association to help and deal with items, strategy, structures, and functions that require own info. The authors additionally handle the best way to take into consideration and assign worth to the private info resources being safe. ultimately, the group of specialists deals ideas concerning the details revolution that has in simple terms simply started, and the way we will be able to dwell in a global of sensors and trillions of knowledge issues with out wasting our ethics or value(s)...and also have a little fun.

The privateness Engineer's Manifesto is designed to serve a number of stakeholders: an individual who's interested in designing, constructing, deploying and reviewing items, techniques, purposes, and platforms that technique own info, together with software/hardware engineers, technical application and product managers, help and revenues engineers, process integrators, IT pros, attorneys, and knowledge privateness and safety execs. This ebook is a must-read for all practitioners within the own info economy.

Privacy might be a vital part of the following wave within the expertise revolution; innovators who emphasize privateness as a vital part of the product lifestyles cycle are at the correct track.

Foreword through Dr. Eric Bonabeau, PhD, Chairman, Icosystem, Inc. & Dean of Computational Sciences, Minerva faculties at KGI.

What you’ll learn

What's at stake as issues facts privateness develop into severe issues for clients, builders, and company stakeholders
Comprehensive foundational figuring out of the problems and the way they're interconnected
What the rising activity description of "privacy engineer" means
Key improvement types for privateness architecture
How to collect an engineering privateness instrument field (including constructing privateness use circumstances and requirements
Organizational layout implications of privateness engineering
Quality coverage (QA) methodologies for privateness coverage compliance
Models for valuing data
The 10-point Manifesto of the privateness Engineer
Who this publication is for

The privateness Engineer's Manifesto is designed to serve a number of stakeholders: a person who's enthusiastic about designing, constructing, deploying, and reviewing items, approaches, functions, and platforms that method own details, together with software/hardware engineers, technical application and product managers, aid and revenues engineers, process integrators, IT pros, attorneys, and knowledge privateness and protection execs. A needs to learn for all practitioners within the own info economic climate.

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The Diamond Age: Or, a Young Lady's Illustrated Primer (Bantam Spectra Book)

By Neal Stephenson

In Snow Crash, Neal Stephenson took technological know-how fiction to outstanding new degrees. Now, in The Diamond Age, he supplies one other gorgeous story. Set in twenty-first century Shanghai, it's the tale of what occurs while a cutting-edge interactive equipment falls within the fingers of a road urchin named Nell. Her life—and the whole way forward for humanity—is approximately to be decoded and reprogrammed…

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