customer experience speaker

Self-Service: From Sketchy Backwater to the Mainstream of Customer Service–Or Not?

 From keynote speaker – customer service speaker  Micah Solomon Richard Carlile, a British publisher, bookseller, and campaigner for press and voting rights, spent 1819 until 1823 in prison for distributing the banned works of radicals and reformists and exposés of officially sanctioned massacres. As soon as he was sprung from prison, Carlile tried to skirt […]

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A culture of saying yes: Corporate culture models from ice cream to banking to eBay

 A culture of saying yes. There’s an ice cream parlor 40 minutes from our home –  a delicious enough destination that the drive is no deterrent.  The ice cream’s made on premises, the awnings and décor both retro and creative. And the people who work there are nice. Or nice-ish. What they lack is a

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New Customer Service toolkit podcast with Micah Solomon

I think you’ll enjoy this 8 minute customer service radio and podcast interview Greg Corombus did with keynote speaker and bestselling customer service author Micah Solomon (yup, that’s me)  for his Business Owner’s Toolkit. My subject: “The Power of Exceptional Service.”  In the 8 minutes,  we cover whether service has recently gotten better, worse, or

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Consciously creating your corporate culture: Just a frill?

              Consciously striving to create a positive corporate culture may sound like a fluffy, expensive frill.  But it brings hard-nosed, impossible-to-knock-off results.  Ask Southwest Airlines:  A host of low-cost, short-haul competitors  (Remember United’s “Ted” brand? What, you don’t?)  Those copycats are gone now: Southwest’s culture–a culture that’s impossible for

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Labor Day, customer service, and serving your employees

Labor Day is a good time to remember: you’ll never achieve great customer service without great employees – treated in the manner they deserve. There’s no shortcut here, no way to “game” this.  The overlap between the “greatest companies to work for” and the companies with the highest-rated customer service is enormous.  Container Store, Costco,

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The 5 words you can NEVER say in customer service: "Did you plug it in?"

DYPII : Did You Plug It In? Photo and article © Micah Solomon The language of service recovery When a customer contacts you to complain about your service, or needs your help in addressing a service-related breakdown – what I call “service recovery” – there is almost nothing that matters more to your ultimate success

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No food, no drink (and no customers) allowed!

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com When visiting the postcard-perfect town of Bar Harbor, Maine, I’ve noticed that a social virus of sorts has spread from

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