Widely known as customer service/customer experience turnaround experts and consultants, we offer custom-built eLearning, remote video-based training, and in-person training as well as consulting on the customer experience, company culture, and culture change.
A complete customer service/customer experience initiative can include up to and all of the following elements, though we can also limit our work to individual components:
- A current-state review (determining where you are right now).
- Creating a future-state framework for moving forward.
- A live rollout of the initiative, including an introductory keynote at your all-hands event.
- Creation of an eLearning program for your permanent use, available both to current employees and future employees (this will ultimately become one of the elements of your employee onboarding). This can be studied asynchronously by employees either one segment (chapter) at a time or binged all at once a la Netflix, depending on scheduling and inclination. It includes extensive interactive components, in keeping with best practices for adult learning and quizzing on the materials covered. Successful completion leads to certification for the employee involved.
- Creation of companywide or departmental customer service standards/best practices.
- Sustainment materials and a sustainment plan deployment.
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Micah and his team have worked with:
A partial list of services offered:
Keynote speaking and breakout sessions for industry and company events. Micah Solomon is one of the best-known keynote speakers on customer service, the customer experience, building a customer-centric culture, and innovation. Micah travels across the U.S. as well as worldwide.
Widely known as customer service turnaround experts, we offer customer service turnaround initiatives as well as consulting on the customer experience, company culture, and culture change.
The elements of these initiatives include
- auditing/mystery shopping/current state review
- creating a future-state framework for moving forward
- training and train-the-trainer
- standards/best practices creation
- sustainability plan deployment.
Results include improved customer engagement and long-term customer loyalty, as well as the conversion of customers into brand ambassadors and the creation of a truly customer-focused culture.
We offer customized training workshops for employees (from frontline to executives) of companies in every industry. If you are looking to improve their customer service and, ultimately, improve customer engagement and long-term customer loyalty, as well as convert customers into brand ambassadors, these training workshops are for you.
Discreet mystery shopping with Action Report™
Creation of articles, blog posts, and full-length (book length) co-writing/ghostwriting, as well as internal collateral and service standards documents.
Micah also offers customer service expert witness service, litigation consulting, and case review services in the areas of customer service and the customer experience.
Client Success Stories
CHROME FSB: Retail Banking/Credit Union Customer Service Initiative
CHROME is an innovative credit union in Washington County, Pennsylvania with three physical locations and a strong digital presence in its marketplace. As part of a major rebranding, which included a name change and facilities overhaul, CHROME engaged us to work with them to take their customer service (“member service,” in credit union parlance) to a never-before-achieved level.
Audi of America: Retail Automotive Customer Service Training and Cultural Initiative
As part of Audi’s North American efforts to shore up and polish its retail automotive customer service to align with the high expectations of its HNWI (high net worth individual) customer base, the iconic automotive brand has has embraced Micah Solomon’s principles of customer service nationwide and rolled them into its dealership training in the service, parts and sales sides of its nationwide customer service efforts.
Ocean House: Forbes Triple Five Star Hotel & Resort (Hospitality Industry Client)
Ocean House, a Triple Five Star Forbes-rated property (one of only 11 in the world), engages Micah Solomon & Associates annually and on an ongoing basis, to consult, mystery shop, train frontline associates and advise its leadership team on needed improvements and adjustments, as well as overall customer service and hospitality trends. Ocean House,…
Buena Park School District (K-12 Education Client)
The Buena Park School District, a highly diverse school district in Orange County, California, engaged Micah Solomon & Associates for a customer service refresh initiative. Elements of the engagement included analysis of the current state of customer service at the BPSD, creation of a complete set of new Best Practices/Customer Service Standards for the District
Webinar Series For Freshworks®: “Rethink CX”(6 Episodes)
Tech company Freshworks engaged Micah Solomon to create and host what’s proven to be a wildly successful 6-episode webinar series titled Rethink CX. Micah hosted and coordinated the content for each episode, and his invited guests included Seth Godin, Raj Singh, Eric Farber, Colin Taylor, Pradeep Rathinam, and Robert Flanyak. Micah is similarly available to create,…
Zendesk: Customer Service/CX HeroTour Multi-City Roadshow (Live Keynote Speaking Client)
Technology company Zendesk famously engaged Micah Solomon to be the keynote speaker for its cross-country roadshow, titled The Zendesk Customer Service HeroTour. At each stop, Micah would keynote the event as well as autograph his latest bestseller for attendees, all of whom were current or prospective Zendesk users. Local Zendesk community panelists would share best…
Micah works with nearly all sizes of companies, from tiny to massive. Some of our better-known clients include:
Reach us now to find out more
"Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it's good business."
~ Seth Godin
Author of Purple Cow and Tribes
"Micah Solomon conveys an up to the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
~ Steve Wozniak
Apple co-founder
Industries of Particular Focus and Interest:
- Associations and Franchisee Groups
- The Automotive Industry and Automotive Retailing
- B2B, the Building Trades, and Manufacturing
- Country Clubs, Athletic Clubs, and related Membership Organizations
- Entertainment and the Music Industry
- Financial Services
- Government – Federal, State, Municipal & Local, as well as Contractors to these Entities
- Healthcare, Hospitals, and Medical Practices (Patient Satisfaction and Patient Experience)
- HNWI-focused organizations and industries
- Higher Education and K-12 Education
- Homecare and Assisted Living
- The Hospitality Industry (clients include some of the great hotels and brands of our time)
- The Insurance Industry
- Law Firms & The Legal Industry
- Marketing and PR Firms
- Mortuary services and Deathcare
- Nonprofit Organizations and Philanthropies
- Real Estate
- Retail, Ecommerce, and Omnichannel
- Retail Banking and Credit Unions
- SaaS
- Spas, Salons, and related operators in the Service Industry
- Technology, IT, Information Services
- The Travel Industry
- The Hospitality Industry (clients include some of the great hotels and brands of our time)
- The Insurance Industry
- Law Firms & The Legal Industry
- Marketing and PR Firms
- Mortuary services and Deathcare
- Nonprofit Organizations and Philanthropies
- Real Estate
- Retail, Ecommerce, and Omnichannel
- Retail Banking and Credit Unions
- SaaS
- Spas, Salons, and Related Operators in the Service Industry
- Technology, IT, Information Services
- The Travel Industry
Reach us now to find out more
About the Author
Customer Service Expert Micah Solomon
Micah Solomon is one of the world's leading authorities and hands-on consultants specializing exclusively in customer service, company culture, and the customer experience. He’s been named by The Financial Post “The New Guru of Customer Service Excellence,” and he specializes in creating five-star customer service with an eye toward bottom line results. Micah is a bestselling author, consultant, and keynote speaker, and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is a frequent and prominent contributor to Forbes.com and Inc.com on the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and the Harvard Business Review.