Search results for ""Author Micah Solomon""

Today’s most sought-after “customer service sleuth” and turnaround expert unlocks the secrets to transforming customer service and building unshakeable customer engagement and loyaltyCustomer service done right is one of today’s most powerful competitive advantages. In Can Your Customer Service Do This? Micah Solomon—who has worked with brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association—shares everything he knows about creating a world-class customer experience and building sustainable bottom-line success. With wit and clarity, Micah shares real-life customer service detective examples and the customer service transformation that follows.• Micah Solomon is one of the top customer service trainers, training designers, keynote speakers, and authors on the subjects of customer service, customer experience, and hospitality. • This comprehensive guide and toolkit builds on Solomon's 3 decades’ experience of building and rebuilding customer service at some of the great companies and brands of our time.• The author's clients include Microsoft, Audi of America, Merck Pharmaceuticals, Cleveland Clinic, The Museum of Modern Art (MoMA), and some of the leading Five-Star (Forbes-rated) hotels and resorts in America and around the world. Solomon helps readers to learn the art of anticipatory customer service—getting inside the heads of the customer, empathizing with their dissatisfaction, examining processes and procedures that are antiquated or not competitive enough, and learning to be innovative about modifying or optimizing various different modes of customer service and the methods available today, and he also shares the customer service training he uses to transform customer service performance across multiple industries, including his well-known “MAMA Method” of working successfully with upset customers. Whether your business is an established brand or just starting out, Micah Solomon offers step-by-step secrets that will one-up the competition and build sustainable bottom line success through lasting customer engagement and loyalty.

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Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler.This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including:Four Seasons Chairman Isadore Sharp: How to build an unsinkable company cultureUnion Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and moreTom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurantVirgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approachRitz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connectionsDesigner David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelersRestaurateur Traci Des Jardins on building a “narcissism-free” hospitality cultureLegendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room.The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource.As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”

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