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Micah Solomon

Micah Solomon
Micah Solomon is a customer service consultant and trainer who works with companies to transform their level of customer service and customer experience. The author of five books, his expertise has been featured in Forbes, Fast Company, NBC and ABC television programming, and elsewhere. "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." –Steve Wozniak, Apple co-founder.

Try This Radical Mindset Adjustment That Leads to Customer Service Excellence

The likelihood of customer service excellence becoming the norm at your company is increased not only via direct behavioral and procedural changes, but also...

A Delicious Example of Internal Customer Service: The ‘Ice Cream Airlift’ from Nextiva

When she heard the UPS truck coming up the driveway, she wasn’t sure what to expect. It was 108 degrees in Courtney's Arizona town,...

Why Jerry Seinfeld Is A Customer Service Consultant

"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup comedy's...

Customer Service for Millennials: Building a Gen Y-Friendly Customer Experience

80 million Millennial generation customers (also known as Gen Y) are about to hit service providers with a wallet force larger than that of...

Customer loyalty requires 5 steps

To build customer loyalty, start by making a decision: Are you willing to put the customer at the center of everything you do: at...

Is your customer experience something you’ve experienced (as a customer?)

If you haven't yourself experienced the customer experience at your business, is it really wise to invite an unsuspecting public in? Can you assume,...

Great customer service employees are the product of

As a customer service consultant, I'll help a business transform in just about any positive way. But boy-oh-boy, it helps to start with...

The retail customer experience: in banking, pharmacies and other locked-in-customer situations

To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a...

Panera’s hidden menu: restaurant customer service consulting from the customer’s point of view

Shhh–Don't tell anyone: Panera has a secret, "hidden" menu. Should your business have a secret menu? Well, maybe. QR -code magnet touts Panera hidden menu…

Improve your customer service: Give your business the rollaboard test

Here's a customer service consulting secret that won't cost you a penny, assuming you have some old luggage lying around. Give your business the...

A customer service consultant walks into Louis CK

Customer service consulting can be intensive. Technical. Highly detail-involved. But sometimes, the simplest things tell the most. You don't need to burn...

Customer Service initiatives, from Taco Bell to Charlie Trotter

A customer service initiative — whether it's formal and assisted by customer service consultants , informal , or anywhere in between — can reap...

Build an expert customer service problem resolution approach

An expert approach to customer service requires a well-defined process for problem resolution. Let's look at how to start setting up such a process. 1....

The paradox that experts in customer service discover early on

There's a particular paradox that experts in customer service discover early on. (And by "expert in customer service" I mean to include anyone who...

The most popular customer service consulting question ever?

"How should I compensate a customer for a service or product failure?" …This is one of the most common, popular, and emotionally fraught questions I...

How to apologize to customers without alienating employees

In customer service, the key to an effective apology is to convey to the customer at the outset that you're willing to take his...

Social Media Customer Service: 5 Secrets You Need To Know

Business keynote speakers tend to run into the same questions over and over from nervous audiences facing new on and offline realities. For me,...

A wee little customer service secret from the Ritz-Carlton

Most businesses have no idea — no idea! — the extent to which they can improve customer perceptions by getting the little things right....

Customer Service and Cultural Differences

Cultural differences can create particularly bad impressions when you interact with a customer from a different part of the world—or even a subculture within...

Customer service through positive peer pressure

Let's talk about positive peer pressure for a minute: the double significance of every hiring decision in how customer service is provided at great...

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