Bøger af Micah Solomon

In the world of high-tech, how do you reach your plugged-in customers? Learn how to seamlessly incorporate and leverage the latest tech tools to engage customers--and which old-fashioned customer service skills still win the day.

In this groundbreaking volume, America's top authority on customer service and customer trends shares everything you need to know to transform your customer service experience and delight every generation of customers, from millennials to baby boomers and beyond. "Your Customer Is The Star" explains how your customers have changed-and how the customer service and customer experience you provide needs to change as well. This is true whether your customers are members of the enormous, unprecedented Millennial generation, (Gen Y), the Baby Boomers, or otherwise. Technology and demographics have changed dramatically over the last decade, but customer service has not kept up. The days of scripted service, employee uniforms, long lines and longer wait times are over. Your customers today don't want that, and they'll vote with their feet (or reviews) if you try to serve them more of the same. The rise of the millennial consumer has begun, and this youthful group's influence is powerful and clear. They don't care about ostentatious old-fashioned ideas of "luxury." They spend their money on experiences (and yes, they do have money). They share what they're reading, eating and buying, and they'll Yelp your business a new one if you fail to meet their need for timeliness and authenticity. How can businesses keep up? In Your Customer Is The Star, customer service expert Micah Solomon offers a new way to reach consumers, one that will keep them coming back to your business for good. Principles and subjects you'll learn inside: * The rise of the millennial generation as customers, their power and different expectations * The up-trending of the millennial generation's expectations: How the expectations of millennials today are quickly spreading to the boomers and other generations * The (unauthorized) Jetsons approach to customer service: How to decide which service tasks to assign to people, to automation, and even to robots * The importance of authenticity: doing away with scripts, reconsidering name badges and uniforms, building something genuine for your customer to embrace * Building a movie with your customer as the star * Turning your business into a stage for customer relationships * The importance of values and transparency * The importance of ultra-speed in today's marketplace and with today's customers * The "90% solution" to the customer loyalty challenge

Today's most sought-after "customer service sleuth" and turnaround expert unlocks the secrets to transforming customer service and building unshakeable customer engagement and loyalty Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This? customer service turnaround wizard and renowned customer service training expert 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, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success.This is the first book to move the reader step-by-step toward customer service perfection and true customer-centricity by creating, refining, and synchronizing employee behaviors, systems, and standards to together create the perfect customer service environment and customer experience for your customers.Inside, you'll find the long-hidden secrets and proven hands-on methods for:. Applying the "Gold Touch" customer service method that Five-Star companies in hospitality and other high-touch industries have secretly (well, secretly until now!) used to increase customer engagement.. Moving every customer systematically up the loyalty ladder-from disengaged to loyalty to becoming a vocal advocate, online and off.. Transforming your most angry, upset, "I'll never use you again!" customers into true company loyalists via the scientifically proven principles of customer service recovery.. Harnessing the latest technology, including AI, to deliver top-shelf customer service in collaboration with your customer-facing employees and on a self-service basis.. Making the right moves to keep your company popular on social media by gently winning over your critics even before they post. . Creating and providing customer service training to your workforce-yes, Micah actually includes step-by-step instructions for how to set up a winning, sustainable, world class customer service training program.By reading Can Your Customer Service Do This? and applying its easy to understand lessons, soon you'll be leaps and bounds beyond your competition. (Unless you make the mistake of sharing this book with your competitors!)

Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time.

"Author explores the hospitality industry to learn how managers create successful customer experiences by exceeding the expectations of current generations. Includes anecdotes from interviews with owners, general managers, and chefs of leading lodging and food service organizations"--