A certain very famous clothing retailer has been in the news lately for refusing entry to the service dog of a loyal, blind customer. This type of insensitivity is the timeless sort: the kind suffered by disabled customers since decades immemorial. Unfortunately these acts of discrimination against customers with disabilities continue to happen: Recently I […]

“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 a new  customer service consulting engagement. First off: in certain, important ways, the old ways do still work.  Let me explain. What makes you great at social media and online customer service are very

“Hey, let’s just batch all the letters from campers and mail them to parents on the last day of camp!” My daughter went to overnight camp this past summer for the first time, on an isolated island.  The camp may have done a good job day in and day out protecting her and entertaining her. 

The Secrets Of Creating A Powerful 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 its original formatting, click here. } The Secrets Of Creating A Powerful Company Culture by Micah Solomon, author of “High-Tech, High-Touch Customer Service“

So… this is certainly the first time I have ventured into politics on this blog, and I hope it’s one of the last. But I am doing that here precisely because my like-minded fellow business authors, speakers, bloggers seem a bit cowed by the extremists in the business community who would rather we remain silent.

10 Ideas from High-Tech, High-Touch Customer Service by Micah Solomon {This is a guest article by hospitality writer/reviewer  Josiah Mackenzie.Thanks, Josiah! } High-Tech, High-Touch Customer Service by business keynote speaker, customer service consultant, and bestselling author Micah Solomon is packed with good ideas – here are ten of my favorites after reading it last week:

Get the easy stuff right. A perfect product or service won’t take you far if you serve it up cold.  Lack of caring delivery will sink most any perfect product or service. . . . It can even sink your next flight—or at least your perception of it. Air travel, more than other aspects of

  If you can make your customers feel at home—why would they ever roam? No, I don’t mean a home like my old bachelor pad with a sink full of dishes and garbage that needs to be taken out.  I mean a  magical home, like the one where, ideally speaking, your customers grew up as

Four Things Every Business Can Learn From Apple This is a Forbes article by Micah Solomon, a customer service and marketing strategist, top business keynote speaker and author of the book, High-Tech, High-Touch Customer Service. (For the entire article in the original formatting, please click here.) Most companies will never have a share price that

I didn’t want you to miss this interview I did yesterday with Inc. ‘ s wonderful Erin Kim.  For the fully formatted version, please visit the page on Inc. Customer Service Tricks for Small Business From Amazon to Lego to Zappos, plenty of big corporations have won kudos for their personal touch. Here’s how you