Cover Page -- Title Page -- Copytight Page -- Contents -- Introduction -- Forearmed Is Fore warmed -- A Light Touch at Just the Right Time -- Saying Your Business Is "On the internet" Is Like Saying It's "On the Power Grid" -- All You Need to Know in a Rhyming Nutshell -- Homeward Bound -- Where Tech Makes Loyalty Easier -- How This Book Is Organized -- Part One Timeliness and Timelessness -- Chapter 1 Today's Changed Customer: Making Lovemaking Difficult -- The Most Crucial Customer "Trends" Today Are Individual Changes -- Customer Trend #1: Customers Expect Anticipatory Technological Behavior and Aggregated Information-Instantly -- Customer Trend #2: Shame Shift and Values-Based Buying -- Customer Trend #3: Timelessness over Trendiness -- Customer Trend #4: Customer Empowerment -- Customer Trend #5: The Greening of the Customer -- Customer Trend #6: The Desire for Self-Service -- "And Your Point Is?" -- Chapter 2 The Customer Remains the Same: Everything That Isn't New Under the Sun -- Providing Value: As Easy as 1, 2 … 4 -- A Perfect Product or Service -- Delivered in a Caring, Friendly Manner -- In a Timely Fashion -- … Backed Up by an Effective Problem-Resolution Process -- "And Your Point Is?" -- chapter 3 Timeless Customer Service Done Right-and Wrong: Mastery Versus Catastrophe -- The Masterful Company -- A Cameo of Catastrophe: Timeless Service Done Tragically Wrong -- "And Your Point Is?" -- 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 -- The Apple Store Experience -- From Cradle to Credit Card -- A Tale of Two Installs -- Bringing It All Back Home -- "Attaching" Yourself to Customers: Gmail and More -- "And Your Point Is?" -- Chapter 5: Anticipatory Customer Service: Your Culture -- The Curse of the Short-Term Focus.

Consciously Building a Company Culture: Why Bother? -- You Can't Out-Pixar Pixar-But Here's What You Can Do -- Cultural Friends with Benefits -- Cultural Fit, Oddballs, and When Not to Hire -- Positive Peer Pressure: The Double Significance of Every Hiring Decision -- Vendors: Partners, Not Poison -- Spelling Out How You Treat Customers, Vendors, and Employees -- How to Get Started Building Your Core -- The Best Time to Start? Now. -- Buy-in or Highwayin' -- Your Core Values Are Just the Start-But They Are a Start -- Culture Meets the Larger World -- How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog -- "And Your Point Is?" -- 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 -- Patting Down Jesse Ventura -- The Case for Autonomy in Customer Service Work -- The Need for Standards -- Standards and Autonomy: The Hybrid Path -- Pour Lion and PEPI -- Conveying Standards-And Maintaining Autonomy -- "And Your Point Is?" -- Part Three: The Rise of Self-Service and Social Media-And Other Seismic Shifts -- Chapter 8 The Rise of Self-Service: A Boon to Your Customers-But Only If You Do It Right -- Awarding Myself the Mobile Prize -- Principles of Successful Self-Service -- "And Your Point Is?" -- Chapter 9 Technological Change and Disabled Customers: A True Opportunity, If You Avoid the Missteps -- There's More to Ramping Up than Putting Ramps Up: A Variety of Issues and Solutions -- Wynn Some -- "And Your Point Is?" -- Chapter 10 Shoulder Your Customer's Burden (and Make Sure You're Not Adding to It!) -- Stupid Stuff -- Stupid Is as … I Forget -- Get to Them First -- Where Are the Opportunities to Get to Them First? -- Permission to Anticipate.

The Specific Medium Is the Message-And Its Only Chance of Getting Through -- "And Your Point Is?" -- Chapter 11 Anti-Social Media: Fears and Hazards of the New Landscape -- Bicycle Pumps and Veterinarians -- Regime Change in 140 Characters -- Ouch: The First Time They Talk About You -- Nobody Uses Twitter to Tell a Friend His Fly's Undone -- Social Media Is Not a Disease -- A Story That Almost Became a Viral Tweet -- "And Your Point Is?" -- Chapter 12 Social Service: Principles for Social Media Customer Service -- Principle #1: Avoid the Fiasco Formula: A Digital Stitch in Time Saves Nine (Million) -- Principle #2: Lie Back and Think of England: Digital Arguments with Customers Are an Exponentially Losing Proposition -- Principle #3: Turn Twankers into Thankers: Reach Out Directly to Online Complainers -- Principle #4: Consider Getting a Complainer on the Telephone (with Permission)-Even if the Relationship Started in Social Media Land -- Principle #5: Get Happy Outcomes into the Public Eye -- Principle #6: Use Social Media and Personal Email to Make Your Customers Feel Important -- Principle #7: Monitor -- Principle #8: If Your Social Media Responses Are Inferior to-Or Not Integrated with-Your Other Channels, They're Hurting Your Brand -- "And Your Point Is?" -- Chapter 13 Listening: Your Ears Are Your Most Important Technology -- Only One Perspective That Matters -- Sanctuary Much: The S.M.A.R.T. Approach to the Human Force Field -- Using Electronic Systems to Enhance Your Listening -- It's All About Listening-And It Starts by Opening Yourself to Hearing -- The Maytag Repairman Lets You Slap Him in the Facebook -- Break It to Ourselves More Gently -- Surveying the Landscape -- "And Your Point Is?" -- Notes -- Index.