Micah Solomon

Described as the "New Guru of Customer Service Excellence" by The Financial Post, and featured from Fast Company and Seth Godin's worldwide bestseller Purple Cow to Wall Street Journal Radio and Inc. Magazine's "Customer Service Makeover" feature.

Programs

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Solomon happily customizes the above topics on request specifically for Legal Services, Hospitality, Retail, B2B, Manufacturing, Financial Services, Real Estate, The Healthcare Industry, Technology and IT, Communications, and other industries and sub-industries.

In all presentations the material covered in his uniquely visual, informative, humorous, and memorable presentations is based in part on Micah's recent #1 bestseller: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, co-written with Leonardo Inghilleri and Horst Schulze of the Ritz-Carlton and West Paces.

Also included is material on e-commerce, social media, and related topics as they apply to service from his upcoming book, High-Tech, High Touch Customer Service, as well as many anecdotes from Micah's entrepreneurial career and the great companies he has been involved with and studied, his articles on Employee Engagement for American Express and his Customer Service Makeovers with Inc. Magazine and others.

Each talk is customized by Micah to the specific knowledge level and industry of the client. Subtopics covered within his presentations include (depending in part on the knowledge level and specific industry of the client): • How to build strategic value for your business through true customer loyalty and its more basic prerequisite: customer satisfaction • Building brand equity through attention and the art of anticipation • tracking customer preferences • How to do appropriate problem resolution -and turn your most upset customers into your strongest allies • "language engineering," • How to have memorable hellos and goodbyes, online and off—and the psychological basis for making sure this happens • How to hire customer-facing employees properly using Micah's "WETCO" strategy • How to tease out the elective efforts of every employee • How to effectively reinforce your core values and customer-centric knowledge in each employee • Timeliness and the modern customer • How to be effective on the Web in an era where Wikipedia, Yelp, and Google are deciding how customers first view you • Algorithmic anticipation of customer desires online • The importance of - and pitfalls of - self-service • "Did You Plug It In"? -the five questions you can't ask a customer - and the alternatives that do work.

Suggested Program Titles:
• Customer-Centered Leadership
• Client Service Excellence for Law Firms
• Patient Service in Healthcare
• Client Service Excellence in the Financial Industry
• Client Service Excellence in the Professional Firm
• Online Customer Service

Speaker Information

Micah Solomon is a top speaker and adviser to business on customer service issues and the customer experience. Termed the "New Guru of Customer Service Excellence" by The Financial Post, Solomon is a renowned entrepreneur, business leader, and author. Micah Solomon's techniques and achievements have been featured everywhere from Fast Company and Seth Godin's worldwide bestseller Purple Cow to Wall Street Journal Radio and Inc. Magazine's "Customer Service Makeover" feature.
Recently as well, Micah Solomon co-authored Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization which has been recognized as one of the groundbreaking customer service books of recent years.