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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.

Customer service will transform your business — starting today

Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage. Here's why. The primary threat to a business today is…

The customer is the center of the customer’s universe.

The most profound truth about business is an incredibly simple one: The customer is at the center of the customer's universe. I call this The…

If your customer service sucks at Christmas

…then your customer service sucks, period. At least, unfortunately, that's how it appears to your customers. (Though be sure to read to the end of...

Video: Is Customer Service The New Marketing?

I recently enjoyed participated in a live online debate called, "Is Customer Service the New Marketing?" The event, hosted in a Google+ Hangout by...

The customer ”trends” that matter most today are individual changes.

The customer ''trends'' that matter most today are individual changes in the individual lives and desires of each of your customers. Although I write a...

Why build a great customer experience-if you have no competition?

What if you didn't have any competition? Would the customer experience you create even matter–if, for example, you ran a government agency or otherwise...

Sucking the intelligence out of your employees

Ask a kid a stupid question and you may get a smart answer. My son was asked this question as a baseline warmup on...

Did you just spell your customer’s name wrong?

"They spelled my name wrong again!" sings Loudon Wainwright III, the incomparable (if hard-to-spell) singer-songwriter. In business, many of our customers with hard-to-spell names can...

The Waiting is the Hardest Part (for your customers)

Timeliness is a critical part of creating a successful customer experience. As a business keynote speaker, I'm often heard calling on company and...

Autonomy vs. Standards

As a business keynote speaker, I spend a lot of time speaking about the need for autonomy in customer service and business operations in...

Like Ketchup — But Sweeter!

My son and I were eating barbecue together recently.  The restaurant in question is one of those excrutiatingly cheerful, homogenized theme restaurants.  Not my...

A customer service solution (soul-ution, actually)

When I boarded the commuter ferry on Saturday, it seemed unusually crowded. A crew member explained: "We have a capacity crowd — about...

Retail channel surfing (Implications for sales, customer service, and team morale)

Never forget: Your customers are likely to use the different sales channels you offer in different ways. Some of your customers may buy exclusively...

Why Costco Discounts Postage Stamps — and why it matters.

A good equation for value is as follows: Value = Personal Benefit minus Cost and Inconvenience. But the "personal benefit" variable can easily...

You don’t need to be a jerk to give bad customer service. (Here’s why.)

Great customer service –what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks....

In customer service, do you have what it takes to be heroic?

Everybody loves a firefighter. But do we give that same kind of admiration to a mom up on a stepladder, checking the batteries in the...

How to shoot yourself in the foot with customers — in one easy step.

Don't pretend you care — or a customer may call your bluff. Let me illustrate. I recently booked a reservation at a spendy and...

Clueless hostess, bankrupt business.

Receptionist. Host/hostess. Greeter… …In many businesses, it's the front desk receptionist, the hostess, or another human greeter who welcomes and bids farewell to visitors, whether...

Why don’t the old ways work in business and customer service anymore?

"Why don't the old ways work with customers anymore?" … I hear this question frequently when I'm speaking at a business event or starting...

Secrets Of Creating A Great Company Culture

{What follows is an article I contributed this week to the website "Young Upstarts" that I'm betting you will enjoy. To see it in...

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