[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Great customer service has the potential to build customer engagement and loyalty by providing your business with a […]
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Certainly, opportunities come up in nearly every industry for customer service employees to make a difference for someone
Improving Customer Service In Assisted Living, Homecare, Healthcare, And Pharmacy Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Planning for things to go wrong is an essential part of building a sustainably great customer experience. In
Winning Back Upset Customers: Learning From LEGO On Customer Service Recovery Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Instead of pointing out what to do to improve your customer service (my usual mode of operations as
The (Consultant-Approved) Customer Service Diet Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going
10 Customer Service Transformations That Can Overhaul Your Customer Experience Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing
Purpose-Driven Leadership For Superior Customer Service Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost
Five Low-Cost Ways To Improve Your Customer Service And Customer Experience Read More »
I know we’ve never met. But I have a pretty good idea of where you’re dropping the ball in your customer service delivery.I’ve seen companies like yours (probably) in my work as a customer experience consultant, keynote speaker, and customer service author. And, odds are, you’re dropping the customer service ball on your handoffs. It’s
Are Your Customer Service and Customer Experience Falling Apart on the Handoffs? Read More »
The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. But life,
Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement Read More »
The future of leadership — company leaders who are preparing a bright future for their companies and perhaps for the world — is already here. These leaders focus not just on nuts and bolts, techniques and standards, but on culture. A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will
The Future of Leadership is Already Here Read More »