Micah Solomon

Keynote speaker, author, customer service speaker and customer experience consultant Micah Solomon (that’s me) is pleased to bring you this blog: College of the Customer. If you’ve looking for information on speaking and consulting, as well as videos, articles, and other resources, go here.

Who should be responsible for the customer experience at your company?

Here’s my answer to the very important question: “Who should be responsible for the customer experience at your company?” Make everyone responsible for the customer experience.  Responsible for handling complaints. For suggesting improvements in your processes. For maintaining the customer-friendly processes you already have. If you don’t,  you’ll find the actual responsibility for the customer …

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You Know The Customer's Not Always Right. But You Don't Have To Point It Out.

No, the customer isn’t always right. But you want to make her feel like she is. “Right” and “wrong,” even in situations much more crucial than a mere customer service misunderstanding, are hard to sort out. Think of the sworn – but completely misremembered – eyewitness testimony that has convicted so many innocent men and …

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The Patient Experience and Patient Satisfaction–Quick and Quick-ish Wins

Let me to share some quick (ish) ways to win with healthcare customer service and patient satisfaction, drawn from my work as a consultant and speaker on customer service, patient satisfaction, and (perhaps most important here), corporate culture. These suggestions will, I have every hope, help uplift your institution in the eyes of your patients …

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How Lego and Nordstrom Create Customer Loyalty

I’ve never heard: “I’m loyal to Apple because of their [nonexistent] rewards program.” That’s because true customer loyalty has a limited relationship to customer loyalty programs, customer loyalty cards, customer loyalty rewards. Dubious at best. Programs and rewards deserve consideration in your marketing mix, but it’s a novel, even cynical use of the English language …

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Don't Ruin Your Customer Service Impressions With A Poor 'Entry Level' Performance

I have a small, but very important, customer service question for you. Who’s the first and last person who interacts with your customers and prospects when they’re on your premises, on the phone, or making an initial general email inquiry ? Whoever this is, and regardless of title (receptionist, office manager, host, dude-wh0-sits-near-the-door), how carefully did …

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The Quality Of Your Customer Experience (As Measured By The Way The Door Closes)

I invariably find (in my work as a customer service consultant and corporate culture speaker) that the littlest details can tell the most about an organization.  And can teach other organizations the most as well. Here’s an example. A friend of mine was halfway down the (very long) hallway at a Four Seasons hotel when …

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