Micah Solomon is a hands-on customer service consultant, keynote speaker, and trainer, and one of the world's leading experts on customer service, company culture, and customer experience. Considered to be “the customer service turnaround expert,” he’s been named by The Financial Post as “The New Guru of Customer Service Excellence.”
A bestselling author, Micah’s five books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah also a Senior Contributor to Forbes where he covers the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and, repeatedly, in the Harvard Business Review.
In addition to consulting, training, and speaking, Micah also offers content creation and influencer services, ghostwriting (both book-length and article-by-article or blog post by blog post), and expert witness services (practice confined to customer service and the customer experience).
Ignore Your Customers (and They’ll Go Away)
Based on Micah's new HarperCollins bestseller of the same name. Learn what it takes to create the ultimate customer experience and deliver world-class customer service to today's breed of customers. Learn hands-on secrets from Micah's work as the world's #1 customer service turnaround expert (per Inc Magazine) and let him show you how to apply these secrets to transforming your own organization's performance with customers. With insights from leading brands like Zappos, Nordstrom, Ritz-Carlton, and USAA, as well as upstarts like MOD Pizza and Drybar, you'll soon be creating customer experiences so positive that they'll directly and sustainably boost your company’s bottom line.
The Heart of Hospitality: Leadership and Frontline Secrets
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 every star level and price point.
Maximum Viable Culture™
In this proprietary keynote, Micah shows you how to master the unique factors that allow you to achieve a supremely positive company culture 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.
Kickstarting a Culture of Innovation
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.
Internal Customer Service: Serving The People Who Serve Our Customers
Internal customer service--serving our 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.
B2B Customer Service
B2B (business to business) customer service makes the world of commerce go round, yet often fails to get the respect and attention it deserves. Micah Solomon is one of the few thought leaders committed to giving the B2B sector its due, and in this popular keynote and/or workshop, he helps inspire and instruct B2B organizations and employees on how to provide truly exceptional service and standout customer experience.
Millennials as Customers: Serving–and profiting from–the largest generation in history
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.
The Jetsons Effect: Building A Future-Ready Customer Service Experience
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.
Turbocharge Growth Through Entrepreneurship and Intrapreneurship
How to build and sustain an entrepreneurial culture, with lessons from Micah's own experience and broadly applicable research.
Powering Sales Success Through Service
Customer service and 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.
A Spy in the House of Business™: Secrets of Seeing Your Company with Fresh Eyes, From the Guy Who’s Seen Everything
Micah Solomon is the person the greatest companies of our time hire to mystery shop and assess their customer service and customer experience. In this drop-dead engaging keynote, he shares his insights, secrets uncovered (some details changed for privacy, of course), and how you, at your own business, can make the changes needed and start seeing your own company with fresh eyes–before you need to bring Micah in to save you.
Exceptional Service, Exceptional Profit
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.
Author of The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
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