Exceptional Service, Exceptional Profit
Based on Micah’s #1 bestselling book, Exceptional Service, Exceptional Profit. How to deliver five-star customer service and build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton Hotel Company (with whom Micah has collaborated on two bestselling books), Zappos, USAA Insurance, Starbucks, Nordstrom, and more
How to Deliver "Wow" Customer Service Every Day
Actionable insights for frontline employees and/or management and leadership (content will be adjusted based on your audience) on the kind of behaviors and service mindset that leave an indelible mark on customers–that you can put into practice today, and start building loyalty and “customer ambassadors” right away. Based on Micah Solomon’s exclusive work with and insight into the greatest companies in every industry, from Forbes-rated Triple Five Star hotels to B2B companies that wow their wholesale customers, to the greats of brick and mortar retail and eCommerce as well
The Heart of Hospitality: Leadership and Frontline Secrets.
This Hospitality Industry-specific topic is based on Micah Solomon’s writings for Forbes Media and his groundbreaking hospitality industry book The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. It features wisdom and innovative insights from The Ritz-Carlton Hotel Company, Virgin Hotels, Danny Meyer, Four Seasons Hotels and Resorts, as well as other luminaries and innovators in the industry, including great independent hotel, inn, and restaurant operators at all star levels and price points
The Jetsons Effect: Building A Future-Ready Customer Service Experience
One of the challenges of our time is deciding where to put more, or less, human interaction into customer service and the customer experience. Using a fun yet useful framework of the Jetsons cartoon vision of the future, as well as much practical insight and examples, Micah helps you address self-service, timeliness, and other key issues of a future-friendly customer service experience.
Powering Sales Success Through Service
Customer service and the customer experience are the secret weapons of today’s great sales organizations. Micah Solomon shows how to power sales through an improved customer focus. With hands-on lessons and insights from top B2C and B2B companies in the U.S. and worldwide, including Apple, Virgin, Zappos, and more, and insights into all consumer demographics from millennials to boomers and beyond.
How Talent Management and HR Drive Great Customer Experiences
The greatest customer-focused organizations are also the most HR-obsessed. Micah Solomon illustrates and drives actionable insights via hands-on examples from great organizations that include The Ritz-Carlton Hotel Company, Zappos, Virgin, Nordstrom, Cleveland Clinic and Mayo Clinic, with specific insights into the millennial generation, boomers, and beyond.
Millennials As Customers: Serving–And Profiting From–The Largest Generation In History.
The millennial generation of customers (born 1980-2000) is even larger than the baby boom generation, and will soon represent the largest buying power in the marketplace of any generation in history. Are you ready to serve them, profit from them, and keep them coming back? Micah’s renowned research and writing on the subject for Forbes.com enliven this unique presentation.
Building and Sustaining an Exceptional Company Culture
Turning employees into proprietors, who will shoulder responsibility for the care and feeding of customers, is a key to a great company culture. Micah explains how to accomplish this through purpose, standards, positive peer pressure, and leadership that leads to self-leadership, based on his work with and insights into some of the great companies of today, from Zappos to the Ritz-Carlton Hotel Company to Apple, USAA Insurance and beyond. Keynote can be adjusted in level to leadership, management, frontline employees, or (most commonly) a mix of these attendees.
Internal Customer Service: Serving The People Who Serve Our Customers
Internal customer service–serving our own colleagues, employees, superiors and vendors–is every bit as important as external customer service (serving the end user). In this well-known and popular keynote and/or workshop, Micah explains what matters in internal customer service and how to be truly exceptional in its delivery.
B2B Customer Service
B2B (business to business) customer service makes the world of commerce go round, yet often fails to get the respect and attention it deserves. Micah Solomon is one of the few thought leaders committed to giving the B2B sector its due, and in this popular keynote and/or workshop, he helps inspire and in struct B2B organizations and employees in how to provide truly exceptional service and a standout customer experience.
Beyond "No Problem" Customer Service: How to Amp Up Your Service Level At All Levels of Your Organization
Identify and eliminate the behaviors and cultural negatives that are dragging down your customer service levels and alienating customers. This fun and candid keynote (or workshop, depending on your desired format and available time slot) cuts to the chase and leaves the audience with immediately workable improvements in the way they deliver customer service.
Kickstarting a Culture of Innovation
How to stimulate–and sustain–a culture of innovation in an organization of any size and industry. Features practical, actionable insight in an engaging format.
Turbocharge Growth Through Entrepreneurship and Intrapreneurship
How to build and sustain an entrepreneurial culture, with lessons from Micah’s own experience and broadly applicable research.
Micah Solomon is one of the world’s leading authorities on customer service, the customer experience, company culture, and hospitality, and is a thought leader on entrepreneurship and innovation. He’s 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 regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review. A business leader and entrepreneur himself, Micah built his own company into a market leader in the manufacturing and independent entertainment field and was also an early investor in the technology behind Apple’s Siri.
His broad expertise touches also on the patient experience in healthcare (he was the keynote speaker, for example, for the Cleveland Clinic Patient Experience Summit), retail, automotive, manufacturing, technology, banking, financial services, legal, not for profit, government, education (K-12 and higher education), and the hospitality industry–that industry being the focus of his most recent book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets, with foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company.