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.

Change Your Cultural Story, Change Your Corporate Results

In the course of working as a consultant to mend corporate cultures (I’m a consultant on company culture and the customer experience and service)  I see a lot of universal mistakes. (In other words: Unhappy companies are often unhappy in similar ways and for similar reasons, Tolstoy notwithstanding.) The happy part of this means that there are some universal solutions as …

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There's More To Patient Satisfaction Than HCAHPS Customer Service Scores: How To Improve Both

In hospital and healthcare settings, many of the questions I get as a consultant and speaker are about HCAHPS and how to improve those scores through training and other means. (I work in a variety of settings, including healthcare, as a  consultant and keynote speaker on customer service and the customer experience, which in this case means patient satisfaction and the …

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Building a Customer Service Initiative–With the Help of Your Employees

The goal of a customer service/ customer experience initiative – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attention and resources in ways that help you win customer loyalty and improve your bottom-line success. In other words, it’s all about …

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The Importance Of B2B Customer Service: A Consultant's Viewpoint

B2B Customer Service Is Mission-Critical, even though it’s sort of unsexy: For vivid anecdotes that everyone can relate to,customer service speakers and consultants tend to stick to examples featuring household, consumer brands: Apple–Lexus–Starbucks-JetBlue and the like. As a keynote speaker and author on customer service, I understand the impetus for this very well: B2C is …

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Corporate Culture: Consulting The Customer-Centric Approaches Of The Greats

“People tell me my employees act differently when there aren’t any managers watching over them.” As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. And, it’s a concern that is absolutely on the money. Without a consciously created culture, your business leadership won’t last past the moment that …

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