Learn about our customer service consulting, customer experience consulting (CX), and unreasonable hospitality approach.
Micah Solomon, Chief Customer Experience Architect
Five-Time Bestselling Author Senior Contributor, Forbes
The moment you engage us, we will devote ourselves to elevating your organization to provide true Five-Star customer service excellence in every part of your customer experience, infusing it with unreasonable hospitality.
Below is how a typical engagement can proceed, but everything will be customized based on your needs and budget.
Review the Current State of Your Customer Experience
We'll spend time understanding how your customers actually experience your business and your unique cultural nuances, reviewing customer experience data, and establishing baseline performance against world-class service organizations.
This collaborative assessment includes operational evaluations, guest satisfaction analysis, and employee engagement reviews that create the foundation for all subsequent transformation efforts.
↓
enables
Strategic Design
Collaborative creation of your customer service standards, brand promise, and most effective training program formats while streamlining customer-facing processes to reduce friction and create seamless experiences.
We design engaging learning experiences that define the organizational DNA and framework for sustainable guest service excellence throughout your organization.
↓
flows into
Training including Service Recovery
Train your people and trainers to set your CX upgrade in motion through hands-on coaching and practical skill development, including proven service recovery methodologies that turn customer problems into loyalty-building opportunities.
This systematic rollout triggers behavioral change leading to superior performance through comprehensive training delivery and train-the-trainer certification programs.
↓
supports
Cultural Transformation and Future-State Vision
Transform your organizational culture to put customers at the center of everything you do while creating a framework that signifies your aspirations and is achievable, based on reviewing all the channels by which you interact with and ideally engage your customers.
We establish the vision and aspirations of your enterprise consistent with organizational core values, aligning the workforce to leverage your intellectual capital for sustained excellence.
↓
requires
Sustainment
Create and deploy a sustainability plan with ongoing interventions, management coaching, and performance tools designed to sustain new service approaches and ensure your newly elevated level of customer service lasts indefinitely.
Continuous improvement through employee engagement and innovation initiatives keeps your organization ahead of evolving customer expectations while maintaining performance excellence.
About Our Consulting Approach
Create and deploy a sustainability plan with ongoing interventions, management coaching, and performance tools designed to sustain new service approaches and ensure your newly elevated level of customer service lasts indefinitely.
Continuous improvement through employee engagement and innovation initiatives keeps your organization ahead of evolving customer expectations while maintaining performance excellence.
Are you starting to think about improving your customer experience?
Let's discuss how I can help you and your company.
Contact Form
Specialized Consulting Expertise by Industry
Healthcare & Medical: Micah Solomon helps hospitals and medical practices improve patient satisfaction scores and HCAHPS ratings through empathy training protocols and care coordination systems that reduce wait times while maintaining clinical excellence and improving patient outcomes.
Financial Services & Banking: Micah Solomon works with banks and credit unions to create personalized customer interactions using data insights, particularly in sensitive credit situations, while streamlining back-office operations for faster, less frustrating customer experiences.
Automotive Industry: Micah Solomon transforms car dealership customer experiences by redesigning the buying journey, improving service department protocols, and developing warranty interaction systems that build customer loyalty and lifetime value.
Technology & Software: Micah Solomon helps technology companies improve customer onboarding processes, reduce churn through enhanced customer success protocols, and create seamless user experiences that drive client retention and technology adoption.
Unreasonable Hospitality Consulting: Micah Solomon provides hospitality consulting for all different industries from retail to hotels to B2B to service industries to banking, as well as hotels, resorts, and premium brands to elevate guest experiences, improve online reviews, and create memorable stays through service recovery protocols and anticipatory service consulting.
Retail & Ecommerce: Micah Solomon helps retailers create consistent customer experiences across online and in-store touchpoints while optimizing inventory visibility, return processes, and personalized shopping experiences that increase conversion rates.
Professional Services & Legal: Micah Solomon assists law firms and professional service organizations with client communication enhancement, billing transparency improvements, and case management optimization during complex professional engagements.
Real Estate: Micah Solomon helps real estate professionals enhance client communication, improve transaction transparency, reduce closing stress, and create memorable real estate experiences that generate referrals and repeat business.
Government & Public Sector: Micah Solomon works with government agencies to improve citizen experience, reduce bureaucratic friction, enhance public service delivery, and increase constituent satisfaction with government interactions.
Higher Education: Micah Solomon helps colleges and universities improve student experience, enhance enrollment processes, optimize student services, and create better communication systems that improve retention rates and educational outcomes.
Insurance Industry: Micah Solomon assists insurance companies with claims processing optimization, customer communication enhancement during difficult situations, and policy administration streamlining through empathetic interaction protocols.
Manufacturing & B2B: Micah Solomon helps B2B companies improve client relationships, streamline supply chain communication, enhance vendor partnerships, and create customer experiences that drive business-to-business loyalty.
Nonprofit Organizations: Micah Solomon works with nonprofit organizations to improve donor relationships, enhance volunteer experiences, streamline fundraising processes, and create meaningful connections that increase donor retention and charitable impact.
Senior Care & Healthcare: Micah Solomon helps homecare providers and assisted living facilities improve resident satisfaction, enhance family communication, and create compassionate care experiences during sensitive healthcare transitions.
Travel & Tourism: Micah Solomon assists travel companies and airlines with creating seamless travel experiences, improving customer communication during disruptions, and building traveler loyalty through exceptional service recovery protocols.
Entertainment & Events: Micah Solomon helps entertainment companies enhance fan experiences, improve event management protocols, and create memorable entertainment experiences that build audience loyalty through exceptional customer service.
Franchise Organizations: Micah Solomon works with franchise systems to improve franchisee relationships, enhance brand consistency across locations, and create unified customer experiences that strengthen the overall franchise brand.
Membership Organizations: Micah Solomon assists associations, country clubs, and membership organizations with member satisfaction enhancement, retention strategy development, and value proposition improvements that justify membership investments.
Luxury & High-Net-Worth Services: Micah Solomon helps organizations serving HNWI and UHNWI clients deliver white-glove service, personalized experiences, and luxury customer service that meets elevated expectations of affluent clientele.