Museum of Modern Art (MoMA): Customer Service Transformation

The Museum of Modern Art (MoMA) recently undertook a $480 million, multi-year renovation and reimagining of the institution, with the museum ultimately reopening to wide acclaim in October 2019. As part of this effort, we were engaged by MoMA to overhaul its customer service/visitor experience, allowing the iconic New York institution to greet, serve, and engage the public with a newly trained and energized staff.

The scope of our engagement included revamping standards for and undertaking the training of 300 visitor-facing employees in the museum, from departments that include Membership, Groups and Tours, Education, and Security, as well as the museum’s Retail department, which includes its popular Design Store and Museum (Gift) Shop. The effort also included the establishment of a consistent customer/guest/visitor service approach across the entire spectrum of visitor touchpoints.

Ways We Can Help You

Customer Service and Customer Experience (CX) Consulting and Training

We offer consulting in the disciplines of customer experience (CX), customer service, culture change, and company culture, ranging from modest “refreshes” to full-on transformation initiatives led by Micah Solomon, whom Inc. Magazine  calls “The World’s #1 Customer Service Turnaround Expert.”

Our training approach is both practical and inspiring. It’s designed to build practical skills and knowledge as well as the employee flexibility and empathy that lead to true “wow” moments and inspire customer engagement and loyalty.

Keynote Speaker, Webinar and Podcast Host, Digital Training/Learning

Micah is one of the best-known keynote speakers on customer experience (CX), customer service, company culture, leadership, and innovation. He also offers half-day workshops, webinars, and training, always customized to your specific audience, business situation, and challenges. Micah travels throughout the U.S. and the world.

Digitally, Micah is available as a webinar creator/host and podcast designer/host as well as offering customized digital learning/training.

Executive Content Creation and Ghostwriting, Influencer, Subject Matter Expert (SME)

Bestselling author Micah Solomon offers content creation, co-writing/ghostwriting (full-length business memoirs, biographies, and thought-leadership books; lead-generating ebooks; articles and blog posts), corporate writing, and brand building.

Micah is considered a leading influencer, thought leader, and subject matter expert (SME) on customer experience (CX), customer service, company culture and culture change, general business, SMB, entrepreneurship, leadership, marketing, and innovation.

Micah also offers customer service expert witness service, litigation consulting, and case review services in the areas of customer service and the customer experience.

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