What is recognition? It’s being seen, literally and figuratively, being acknowledged, being welcomed, and being appreciated. Giving your customers recognition is essential for nearly every type retail establishment if you want to provide a great retail customer experience and customer service, as it is in B2B, hospitality and other service environments. When a customer is arriving …
As a patient experience consultant, here are the five most essential points I bring to my consulting clients, whether they’re hospitals, outpatient facilities, or other healthcare environments and practices. Improving patient satisfaction, customer service and the customer experience, and, of course, HCAHPS scores: Here are eight key points I find myself emphasizing frequently (as a …
8 Essentials Of Improving The Patient Experience and Patient Satisfaction Read More »
Internal customer service isn’t exactly the same as external customer service, but it’s no less essential. As a customer service consultant, I spend my time on both, and have devised the list below of the different subtleties of execution involved in internal customer service: internal customer service best practices/principles for transforming your company culture into …
As a customer service trainer and training designer, I’ve determined which fundamental principles customer service training needs to convey, whether the setting is a workshop, half-day or all day training, or via a keynote speaking format. Here are the ten top principles that I suggest be part of most every type of customer service training …
The Top 10 Customer Service Training Essentials Read More »
I hear (and witness) some phenomenal customer service and hospitality stories as a customer service and hospitality consultant, author, and keynote speaker. Still, of all those great customer service stories, this one story, above nearly any other, blew my mind. It’s a story of a small but intentional act of heroic customer service and proactive …
A Story of Incredible, Empathetic Customer Service And Hospitality Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance. If …
Improve Your Customer Service–Starting Today–In Seven Essential Ways Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). You’d hardly know it, with the reflexive hand-wringing that many businesses engage in today, but customers want to …
Be Loyal To Your Customers–To Build Customer Loyalty In Return Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). For a business to succeed, it needs to maximize the payoff from its customer experience. This payoff comes …
How To Create A Customer Experience That Lingers In A Customer's Memory Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). If you want a leg up in providing superior customer service and a chance to bolster employee engagement …
Customer Service Culture Stimuli: 10+ Ways To Kickstart Company Success) Read More »
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). On the subject of customer service, some of the received wisdom out there is flat-out wrong. The stakes …
Wrongheaded Customer Service Advice To Reject (And Better Advice To Embrace) Read More »
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