Customer engagement is a result of superior customer service and a well-designed customer experience. To make the concept trickier, though, not every aspect of customer service and customer experience design and execution affect engagement equally. - Micah Solomon

Micah Solomon

Customer Service, Customer Experience and Business Innovation Expert

One of the world’s leading authorities on customer service, the customer experience, company culture, and hospitality, Micah Solomon is a regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CBS, ABC, NBC, and the Harvard Business Review.

At the podium, Micah Solomon combines essential principles with detailed, insider knowledge and strategies that will keep your competitors scrambling, your customers coming back, and your bottom line showing better and better results. He deftly tailors his presentations to suit companies of any particular size, industry, and market, using an award-winning visual style and an unfailingly witty delivery.

As a customer service consultant through his customer experience consulting firm, Micah Solomon prides himself on helping companies of nearly all sizes and markets get to where they want to be – using expertise from his own experiences in the trenches of numerous industries.

Micah’s broad expertise includes customer service and the customer experience in retail, automotive, manufacturing, technology, banking, financial services, legal, not for profit, government, education (both K-12 and higher education), the patient experience in healthcare (including as keynote speaker for the Cleveland Clinic Patient Experience Summit and contributor to the Journal of the Patient Experience), and the hospitality industry–that industry being central to his most recent book, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets, with a foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company.

A business leader and entrepreneur himself, Micah Solomon 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 remarkable story is familiar to millions, thanks to Fast Company, Harvard Business Review, Seth Godin’s bestseller Purple Cow, Forbes, The Atlanta Journal-Constitution, Investor’s Business Daily, The Los Angeles Times, Wall Street Journal Radio, CBS and NBC television programming, and other media.

Topic Presentations

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.

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.

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.

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.

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.

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.

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.

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.

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 to stimulate–and sustain–a culture of innovation in an organization of any size and industry. Features practical, actionable insight in an engaging format.

How to build and sustain an entrepreneurial culture, with lessons from Micah's own experience and broadly applicable research.

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Language Spoken

English

Travels From

, British Columbia

The Heart of Hospitality

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft) Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other.

Exceptional Service, Exceptional Profit

In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Ignore Your Customers (And They'll Go Away)

When it comes to delivering great customer service and providing a superior customer experience, company after company manages to miss the mark completely. But this doesn't have to include you. In his new book, Ignore Your Customers (and They'll Go Away), Micah Solomon--America's Customer Service Guru--reveals, step by step, how to craft a customer service culture and customer experience so powerful that they can completely transform your organization--boosting your company's bottom line and driving your company's growth, sustainably, for years to come. Drawing on a wealth of stories personally assembled from today's most innovative and successful companies--Amazon, Cleveland Clinic, The Ritz-Carlton Hotel Company, Southwest Airlines, USAA Insurance, Virgin, Zappos, and more--Solomon reveals precisely what it takes to turn a ho-hum customer interaction into one that will blow the socks off the lucky customers who experience it-and will ultimately drive lifelong customer engagement and loyalty.

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