Micah Solomon

Seattle

Senior Contributor at Forbes

Customer service consultant, trainer, eLearning, author, customer experience consultant.Senior Contributor to Forbes. 484-343-5881, [email protected]

Articles

The Science Of Memory: A New Approach To Customer Service Excellence

1 month ago | hr.com | Micah Solomon

The primacy and recency effects mean customers remember how you begin and end interactions far more than what happens in the middle. Warm welcomes and personalized goodbyes create lasting positive impressions — and a clear competitive advantage. From vocal tone to specific phrasing, even subtle behavioral cues during key moments can significantly shape customer perception and satisfaction.
Why Great Customer Experience Starts With Inspired Leadership

2 months ago | entrepreneur.com | Micah Solomon

Creating extraordinary customer service and customer experience is dependent on how you inspire and train your customer-facing teams. As I've discovered through my consulting work transforming customer service for organizations worldwide, leadership is often the differentiator between mediocre and exceptional service cultures.
5 Ways to Retain Customers With Good Customer Service

Dec 5, 2024 | businessandamerica.com | Micah Solomon

Opinions expressed by Entrepreneur contributors are their own. One of the most unfortunate reasons customers may be leaving your business (“churn”) is that you’ve developed lapses in your customer service and customer experience that are alienating your customers and driving them away. These customer service lapses often get worse during a period of rapid company growth. It’s fairly easy to deliver fantastic service when you only have a few clients.
Stop Losing Millions Due to Bad Customer Service — 5 Ways to Retain Customers and Drive Growth

Dec 5, 2024 | msn.com | Micah Solomon

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5 Ways to Retain Customers With Good Customer Service

Dec 5, 2024 | entrepreneur.com | Micah Solomon

One of the most unfortunate reasons customers may be leaving your business ("churn") is that you've developed lapses in your customer service and customer experience that are alienating your customers and driving them away. These customer service lapses often get worse during a period of rapid company growth. It's fairly easy to deliver fantastic service when you only have a few clients.
How Extreme Customer Service Creates Loyal Customers and Sparks Business Domination

Oct 30, 2024 | msn.com | Micah Solomon

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Why Extreme Customer Service Will Spark Business Domination

Oct 30, 2024 | entrepreneur.com | Micah Solomon

To create customer loyalty and use extreme customer service as a competitive force to dominate your market, you must follow a multistep process that begins with creating a baseline of satisfactory customer service. Creating a satisfied customer is straightforward and achievable. It depends on four fundamentals that have to exist in your customer service and overall customer experience: The first essential is what I would, advisedly, call a perfect product.
Why Anticipatory Customer Service is Today's True Competitive Edge

Oct 24, 2024 | entrepreneur.com | Micah Solomon

Suppose you're the director of a group of hotels. (Stick with me on this one.) In one of them, a seasoned employee, a facilities engineer, is up on a ladder changing a lightbulb. As he's doing so, two kids and their mom, looking rather haggard, try to come in from a side entrance. All three of them are in robes but still dripping a little bit from what clearly was their time at the beach, with sand from time to time falling from their flip-flops and hair.
How to Keep Your Customer Service Team Motivated Amid Rising Customer Aggression

Oct 22, 2024 | sprinklr.com | Frans Reichardt |Annette Franz |Micah Solomon

In this article CX thought leader Frans Reichardt presents the findings from a survey on customer contact employees, revealing significant concerns over customer aggression and its link to employee burnout. It discusses the implications of aggression and offers strategies to boost employee engagement and mitigate negative impacts. The results are quite scary.
The 5 Qualities of Exceptional Customer Service

May 8, 2024 | nextbigideaclub.com | David Robson |Robert C. Wolcott |Kaihan Krippendorff |Micah Solomon

Micah Solomon is a customer experience consultant, speaker, and trainer who has worked with grand hotels, auto dealerships, regional banks, credit unions, healthcare organizations, and more. He was termed “the world’s #1 customer service turnaround expert,” by Inc. Magazine and named by the Financial Post “The New Guru of Customer Service Excellence.” His writing is regularly featured in Forbes, Bloomberg BusinessWeek, Harvard Business Review, Washington Post, and elsewhere.