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Micah Solomon
Customer Service Speaker: The Customer Service Excellence Guru (Financial Post)
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“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
–Steve Wozniak, Apple co-founder
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Micah Solomon builds five-star customer service organizations--for bottom line results- in banking, hospitality, automotive, food industry, healthcare, retail, B2B and manufacturing, and other industries: "Bring Micah to your organization-It will change your business. He has written the book on customer service, literally."-Jon Mueller, General Manager 800 CEO READ**
Micah Solomon is a #1 bestselling author, oft-quoted expert, speaker, and adviser on customer service issues and the customer experience. Termed the New Guru of Customer Service Excellence by The Financial Post, Solomon is a renowned entrepreneur, business leader, and author. Micah Solomon's techniques and achievements have been featured everywhere from Fast Company and Seth Godin's worldwide bestseller Purple Cow to Wall Street Journal Radio and Inc. Magazine's "Customer Service Makeover" feature.
Recently as well, Micah Solomon co-authored the #1 customer service bestseller Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization which has been recognized as one of the groundbreaking customer service books of recent years.
At the podium, Micah combines general principles with detailed, insider knowledge and strategies that will keep your competitors scrambling, your customers coming back day after day, and your bottom line showing better and better results. He deftly tailors his presentations to suit companies of any particular size, style, and market. Enlightening, inspiring, and endlessly entertaining, Micah leaves audiences energized and ready to pursue the roadmap he provides for implementing immediate, profound, profitable change in their customers' experience and in their company's prospects.
Presentation Topics
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Customer-Centered Leadership
Client Service Excellence for Law Firms
Patient Service in Healthcare
Client Service Excellence in the Financial Industry
Client Service Excellence in the Professional Firm
Online Customer Service
Solomon happily customizes the above topics on request specifically for Legal Services, Hospitality, Retail, B2B, Manufacturing, Financial Services, Real Estate, The Healthcare Industry, Technology and IT, Communications, and other industries and sub-industries.
In all presentations the material covered in his uniquely visual, informative, humorous, and memorable presentations is based in part on Micahs recent #1 bestseller: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, co-written with Leonardo Inghilleri and Horst Schulze of the Ritz-Carlton and West Paces.
Also included is material on e-commerce, social media, and related topics as they apply to service from his upcoming book, High-Tech, High Touch Customer Service, as well as many anecdotes from Micahs entrepreneurial career and the great companies he has been involved with and studied, his articles on Employee Engagement for American Express and his Customer Service Makeovers with Inc. Magazine and others.
Each talk is customized by Micah to the specific knowledge level and industry of the client. Subtopics covered within his presentations include (depending in part on the knowledge level and specific industry of the client):
How to build strategic value for your business through true customer loyalty and its more basic prerequisite: customer satisfaction/Building brand equity through attention and the art of anticipation/Tracking customer preferences/How to do appropriate problem resolution and turn your most upset customers into your strongest allies language engineering/How to have memorable hellos and goodbyes, online and off and the psychological basis for making sure this happens/How to hire customer-facing employees properly using Micahs WETCO strategy/How to tease out the elective efforts of every employee/How to effectively reinforce your core values and customer-centric knowledge in each employee / Timeliness and the modern customer/How to be effective on the Web in an era where Wikipedia, Yelp, and Google are deciding how customers first view you/Algorithmic anticipation of customer desires online/The importance of and pitfalls of self-service/ "Did You Plug It In?" the five questions you can't ask a customer and the alternatives that do work.
- Official Website
- Atlanta Journal Constitution: Develop an Army of Loyalists
- Marriott Customer Service Guru Interview with Micah Solomon
- Twitter (@micahsolomon)
- 7 tips for hospitality industry guest loyalty (hotel industry online)
- Inc. Magazine Customer Service Makeover with Experts Micah Solomon and
- Portfolio.com: Retail expert Micah Solomon on handling holiday returns
- FastCompany: 7 Secrets to Building Loyalty & Profits from Micah Solomon
- How to Banish Bad Hospital Customer Service: Hospital Review
- Financial Post: Micah Solomon: "New Guru of Customer Service Excellence"
- Orange County Speakers Bureau
- Micah Solomon in Forbes:Customer Service in Age of Twitter
- AMEX: Get the Most out of Your Customer-Facing Employees by Micah Solomon
- Law360: ABCDEF's of Building Client Loyalty in Legal Industry
- Ignoring Customer Service in Healthcare (Hospital Impact)
- 7 Tips for Building Customer Loyalty: Entrepreneur.Com
- Speakers Connection -- Micah Solomon
- The Agency for Speakers & Entertainers
- Global Speakers Federation
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“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
–Steve Wozniak, Apple co-founder
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Micah is engaging and entertaining while providing specifics on what a client experiences when organizations implement strict rules and policies without a customer-first approach. You will leave with very practical ideas on how to improve your company’s client experience.
--Michele Livingston, Senior Vice President and Regional Retail Manager, Umpqua Bank
Keynote Speaker, NCBS Retail Banking Summit, Four Seasons Las Vegas
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Micah Solomon is a keynote speaker who is wired to the changing expectations of today's consumers, and his lessons on customer loyalty are fresh and relevant!
--Linda M. Gobler President, Michigan Grocers Association
Keynote Speaker, Michigan Grocers Association Fall Conference (Linda M. Gobler President)
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Not only does Micah get it, he knows how to sell it! He is a thoroughly enjoyable and informative authority on the critical fundamentals of providing outstanding hospitality to our guests. Our GM’s really enjoyed his presentation at our recent annual meeting. -- Eric Calderon,Chief Operating Officer, Auberge Resorts
Auberge Resorts Annual GM Summit (Eric Calderon, Chief Operating Officer)
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Thank you so very much for your memorable, eye-opening presentation at our annual Hospitality Design Leadership Summit. You were an engaging speaker with a message that bears repeating--which we anticipate will lead our audience to exceptional profits!
--Rachel Long, Conference/Editorial Director Hospitality Design Group
Hospitality Design Summit and Hospitality Design Expo
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Bring Micah to your organization to hear what he has to say. It will change your business. He has written the book on customer service, literally.
Jon Mueller, General Manager, 800-CEO-READ
Jon Mueller, General Manager, 800-CEO-READ
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Micah Solomon is one of the very few speakers who are enjoyable and informative at the same time." --Eric Kline,The Payroll Group Annual Summit, San Diego, CA
The Payroll Group Annual Summit, San Diego, CA
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"Micah is an insightful thinker in the world of hospitality and customer service.”
Jay Coldren, Director of Hospitality Services, The Inn at Little Washington
Jay Coldren, Director of Hospitality Services
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“Micah educates and delights his audiences.”
Greg Ching, Director of Sales, Terma Software Labs
Memphis, Tennessee
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A breath of fresh air and a charismatic speaker (and I've heard a lot in my day). -- Jacqueline Indrisano Event Manager/Talent Buyer, THE RED @Cafe 939 at Berklee
THE RED
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We invited Micah to be our keynote speaker for our national summit in Irvine, CA, and to bring his message of “Exceptional Service, Exceptional Profit – The Secrets of Building a Five-Star Customer Service Organization” to our membership. Micah delivered a meaningful, thought-provoking, humorous, content-rich address full of practical strategies that we could integrate into our business plans to improve the customer service experience.
In our post meeting survey we received *very* positive responses to his presentation.
Micah was also very helpful to us in *promoting* our event. He participated with us in a mini-webinar for the members to build advance buzz and had his formidable publicity team issue a press release regarding his appearance at the event.
Lastly, Micah participated with us throughout the duration of the 2-day meeting and served as moderator for our wrap-up roundtable session at the end of the Summit.
I can wholeheartedly recommend Micah as a speaker to any organization looking for ideas to be of greater service to their customers – which is what we should all be about in the current business climate!
Sincerely,
Andy Davidson
Active Member Director • Summit Chair
Student & Youth Travel Association
SYTA Summit, Irvine, CA, January 2011
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Dear Micah,
After spending an afternoon soaking your extensive customer service and business
expertise, we returned to our desks and laptops enlightened on how to better serve our
customers and grow our bottom line.
I was really impressed with the level of detail –and the memorable examples, positive
and negative—you presented during your talk. Learning from the wisdom of --and
occasional missteps--of companies like The Ritz-Carlton, Starbucks, Netflix, and more is
extremely enlightening. I was also heartened that your approach is truly hands-on: you
are one of the few speakers/consultants who has really practiced what he preaches; the
examples from your own entrepreneurial experiences were a wonderful part of the
presentation.
The takeaways for my team were supremely practical--and we're already making use of
them, for example, learning to better focus on the beginning and end of your customer
interactions since they stick in memory disproportionately.
I have already recommended you to other business owners and executives, and will
continue to do so to any sized company or industry that is seeking ways to grow their
business through the power of customer service.
Thanks,
Brian
Summer 2010
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Micah Solomon is an engaging speaker with a fascinating story to tell. The way he built a highly successful business in a very competitive field -- and the way he uses that story to illustrate crucial principles of taking care of customers--is a perennial hit. His message resonates to an extent I've rarely seen. I *highly* recommend him.
--Marketing Professor Frank Allen Philpot, George Mason University School of Management
GMU School of Management (multiple engagements)
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I was greatly impressed by Micah Solomon's presentations to the lawyers and to the support staff at Dow Lohnes on fostering a customer-centered culture within the law firm context. I am one of those who eagerly read his book (“Exceptional Service, Exceptional Profitâ€) upon publication, after seeing the glowing reviews in the business press and, in my case, having made myself familiar with the customer-welcoming “tone at the top†that he had established as the founder of Oasis Disc Manufacturing.
Micah Solomon’s message is one that is especially timely for law firms, as they seek to maintain the loyalty of their “customers†(i.e., the clients) and provide value in an increasingly competitive legal services environment.
In Micah's live presentation his common sense teachings of the basic lessons of customer service are presented with deftly humorous illustrations that are useful in raising the consciousness of lawyers and support staff to the perspective of what our interactions with clients are like from a customer perspective.
For a law firm or any professional services firm, Micah’s advice puts an appropriate and sharp focus on the “service†aspect that is so central to our profession and business.
Edward J. O'Connell
Attorney at Law
Dow Lohnes PLLC
Micah Solomon gave two custom presentations to Dow Lohnes PLLC (law firm: DC/Atlanta/Norman, OK)
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