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

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Table of Contents

Introduction

PART ONE: Timeliness and Timelessness

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

CHAPTER 6 Anticipatory Customer Service: Your People

A Wet Dog at Petco

Supernatural Selection

Trial by Hire

``Fit'' and Its Pitfalls

``And Your Point Is?''

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

Notes

Index

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PART TWO: High-Tech, High-Touch Anticipa... > CHAPTER 6 Anticipatory Customer Serv... - Pg. 86

chapter 6 anticipatory customer service your people once you've defined and codified your culture, what do you need next in order to create anticipatory customer service? You need peo-

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PART TWO: High-Tech, High-Touch Anticipa... > CHAPTER 6 Anticipatory Customer Serv... - Pg. 86