(AMACOM: New York) -- Time-strapped, screen-addicted, value-savvy, and socially engaged, today’s customers are empowered like never before. Their expectations are tougher than ever, and they expect businesses to respect that sense of empowerment—lashing out at those that don’t.

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce, by Micah Solomon (AMACOM, 2012), is the book you’ve been waiting for: eye-opening insights, real-life disaster stories, and a sweeping perspective to help you make sense of the seismic changes in customer service delivery. It will help you fully grasp the crucial new rules that dictate who will survive and thrive in the years ahead.

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