Micah Solomon




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Micah Solomon

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MICAH SOLOMON (Seattle, WA) has been named by the Financial Post as “a new guru of customer service excellence.” He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the bestselling Exceptional Service, Exceptional Profit. His expertise has been featured in FastCompany, Inc. Magazine, Bloomberg BusinessWeek, Forbes.com, NBC and ABC television programming, and elsewhere.

I know we’ve never met. But I have a pretty good idea of where you’re dropping the ball in your customer service delivery.I’ve seen companies like yours (probably) in my work as a customer experience consultant, keynote speaker, and customer service author.


And, odds are, you’re dropping the customer service ball on your handoffs.


It’s easy for your employee to promise something to a customer– an...

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Published on January 08, 2016 10:24 • 18 views
Average rating: 3.97 · 308 ratings · 35 reviews · 6 distinct works · Similar authors
High-Tech, High-Touch Custo...

3.76 avg rating — 82 ratings — published 2012 — 7 editions
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Your Customer Is The Star: ...

4.75 avg rating — 8 ratings — published 2014 — 2 editions
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The Heart of Hospitality: G...

4.79 avg rating — 14 ratings2 editions
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Culture Of Yes: Practices A...

4.33 avg rating — 3 ratings — published 2015
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Computer Forensics Jumpstart

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0.00 avg rating — 0 ratings — published 2015
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Exceptional Service, Except...

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3.97 avg rating — 201 ratings — published 2010 — 10 editions
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The Heart of Hospitality by Micah Solomon
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The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets

This book is an enjoyable, interesting read. I have 30 years in Customer Service Leadership roles with top tier companies and I learned several actionable new ideas f..." Read more of this review »
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The Heart of Hospitality by Micah Solomon
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High-Tech, High-Touch Customer Service by Micah Solomon
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Exceptional Service, Exceptional Profit by Leonardo Inghilleri
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Exceptional Service, Exceptional Profit by Leonardo Inghilleri
"Great book for any industry!! "
Exceptional Service, Exceptional Profit by Leonardo Inghilleri
"Excellent."
Exceptional Service, Exceptional Profit by Leonardo Inghilleri
"By guys from Ritz-Carlton, 32 excellent reviews on Amazon"
More of Micah's books…
“Cultivating loyalty is a tricky business. It requires maintaining a rigorous level of consistency while constantly adding newness and a little surprise—freshening the guest experience without changing its core identity.” Lifetime Network Value Concerns about brand fickleness in the new generation of customers can be troubling partly because the idea of lifetime customer value has been such a cornerstone of business for so long. But while you’re fretting over the occasional straying of a customer due to how easy it is to switch brands today, don’t overlook a more important positive change in today’s landscape: the extent to which social media and Internet reviews have amplified the reach of customers’ word-of-mouth. Never before have customers enjoyed such powerful platforms to share and broadcast their opinions of products and services. This is true today of every generation—even some Silent Generation customers share on Facebook and post reviews on TripAdvisor and Amazon. But millennials, thanks to their lifetime of technology use and their growing buying power, perhaps make the best, most active spokespeople a company can have. Boston Consulting Group, with grand understatement, says that “the vast majority” of millennials report socially sharing and promoting their brand preferences. Millennials are talking about your business when they’re considering making a purchase, awaiting assistance, trying something on, paying for it and when they get home. If, for example, you own a restaurant, the value of a single guest today goes further than the amount of the check. The added value comes from a process that Chef O’Connell calls competitive dining, the phenomenon of guests “comparing and rating dishes, photographing everything they eat, and tweeting and emailing the details of all their dining adventures.” It’s easy to underestimate the commercial power that today’s younger customers have, particularly when the network value of these buyers doesn’t immediately translate into sales. Be careful not to sell their potential short and let that assumption drive you headlong into a self-fulfilling prophecy. Remember that younger customers are experimenting right now as they begin to form preferences they may keep for a lifetime. And whether their proverbial Winstons will taste good to them in the future depends on what they taste like presently.”
Micah Solomon, Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business




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