Podcast appearances and mentions of micah solomon

In this Duct Tape Marketing Podcast episode, I interviewed Micah Solomon, an expert on customer service, hospitality, and customer experience. He delves into the unique concept of anticipatory customer service and its powerful potential to enhance brand loyalty and drive business growth. He's a bestselling author with a fresh perspective on how businesses can transform their customer service strategies to foster enduring loyalty. In his latest book, "Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever," Micah delves deep into the intricacies of customer service, making it an indispensable read for entrepreneurs eager to elevate their customer relations and propel business success. Key Takeaway: Anticipatory customer service is not just about reacting to a customer's needs but predicting them. By serving even the unexpressed wishes of customers, businesses can create an unparalleled customer experience that fosters brand loyalty and catalyzes growth. In an era where customers crave personalization and a touch of anticipation, this approach is a game-changer in the marketing and customer service sectors.   More About Micah Solomon: Discover the insights and strategies in Micah's book, "Can Your Customer Service Do This, create an Anticipatory Customer Experience that builds Loyalty Forever" - https://amzn.to/46JtnfE Micah's website - https://micahsolomon.com/ Connect with Micah on LinkedIn - https://www.linkedin.com/in/customerguru/ This episode of the Duct Tape Marketing Podcast is brought to you by Oracle Nobody does data better than Oracle. Train your AI models at twice the speed and less than half of the cost of other clouds. If you want to do more and spend less, take a free test drive at Oracle. http://oracle.com/ducttape

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares lessons he's learned from top hospitality leaders.00:44 - The importance of instant correction, as taught by Patrick O'Connell, head of the Inn at Little Washington02:00 - How empowerment is not just a token gesture but a crucial part of an employee's duties, as taught by Hervé Humler at the Ritz-Carlton03:03 - The value of proactive service, as demonstrated in a story from Horst Schulze, another founder of the Ritz-CarltonNew to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Micah Solomon shares advice for hospitality leaders on creating a culture that empowers employees to delight guests.Listeners will learn:The importance of proper employee selection, considering both technical skills and interpersonal abilities (00:50)How to create a culture where exceptional performance becomes "how it's done around here" (01:44)The impact of senior leadership and veteran employees on setting the tone for new hires (02:26)How Apple Stores learned from the hospitality industry to provide exceptional customer service (04:21)The role of training and a "culture of yes" in fostering employee excitement and customer-centric behavior (05:46)New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through the power of presence.Listeners will learn:The importance of giving customers your full attention and stopping conversations with colleagues when a customer approaches (01:43)Understanding the dislocated state of mind customers are in, especially in the hospitality industry, and the need for empathy (02:43)Avoiding overused questions and instead asking fresh, engaging questions (04:26)The significance of attentiveness, creativity, and having enough staff to provide exceptional service (06:00)The Ritz-Carlton's approach to empowering staff to create "wow" experiences for guests (06:25)An example of The Ritz-Carlton, Dove Mountain going above and beyond to create a memorable Hobbit-themed experience for a guest's birthday (07:18)The importance of recognizing when it's not the right time for a "wow" experience (09:13)New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.Examples of service excellence (01:06) - How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.The impact of word of mouth (01:58) - How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.Challenges and opportunities in hospitality 04:21) - Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.Cost-effective ways to improve service (05:35) - Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.Personalized guest experiences (06:32) - The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.Listeners will learn:The three levels of customer service and why businesses should aim for the top level (01:01)How Micah conducts idiosyncratic mystery shopping to assess a company's customer service (02:15)The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)Micah's background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)How Micah's childhood experiences and attention to detail led him to his current profession (05:02)The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)New to Hospitality Daily? Start here. Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need for empowering front-line employees. Micah Solomon, author of "High-Tech High-Touch Customer Service," champions autonomy in service roles, suggesting that while standards are necessary, they should be adaptable to meet customer needs in real-time. This episode explores ways to balance these standards with the autonomy necessary for employees to excel. Dr. Michelli discusses actionable strategies such as empowering employees with decision-making authority, creating adaptive service standards, providing essential tools and training, setting clear operational boundaries, fostering a culture of initiative, streamlining resolution processes, and actively collecting and acting on feedback. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode of Brainfluence, we welcome guest Micah Solomon, a renowned customer service expert, to explore the nuances of "Iconic Customer Service." Micah delves into the delicate balance between providing personalized service without crossing into intrusiveness, introducing his "gold touch" method as a way to enrich customer interactions. Throughout the conversation, they tackle various challenges companies face, such as the ones Princess Cruise Lines encounters in delivering personalized service. Importantly, Micah emphasizes the significant impact of language on brand identity and the intricate relationship between customer service agents, AI, and customers. Micah describes the importance of employee happiness in creating a positive customer experience, advocating for fair compensation and thorough empathy training. Furthermore, Solomon discusses the adoption of technology to create anticipatory and seamless customer experiences, insisting on keeping it unobtrusive to maintain human-centric service. Micah Solomon's new book is, "Can Your Customer Service Do This?," which delves deeper into his principles of creating customer service that's not only responsive but also anticipatory, ensuring that loyalty lasts forever. Show notes, resources, audio, text: https://www.rogerdooley.com/micah-solomon-customer-experience/ Book: https://amzn.to/3QdhFo1  

Summary In this conversation, Andy Kaufman interviews Micah Solomon, author of the book Can Your Customer Service Do This? Create an Anticipatory Customer Experience that Builds Loyalty Forever. They discuss the importance of customer service and how it applies to project managers and leaders, not just people in hospitality or retail. They explore examples of good and bad customer service experiences, debunk myths about customer service, and provide strategies for improving customer service. They also discuss the concept of gold touch customer service and how it can be applied to internal customer service. The conversation concludes with insights on effective communication and developing a customer service mindset. Takeaways Customer service is important in all industries, not just hospitality or retail. Examples of good and bad customer service can provide valuable insights for improving customer service. There are common myths and misunderstandings about customer service that need to be debunked. Gold touch customer service involves going above and beyond to provide exceptional service. Effective communication and a customer service mindset are key to delivering great customer service. Chapters 00:00 Andy's Intro to the Episode 02:40 Introduction to Micah Solomon and his book 04:46 Myths and Misunderstandings about Customer Service 06:12 Improving Customer Service 09:28 Gold Touch Customer Service 10:51 Internal Customer Service 13:44 Difference between Function and Purpose 18:19 The Service Recovery Paradox 20:15 Dealing with Customer Service Failures 21:21 Phrasing and Language in Customer Service 25:02 Developing a Customer Service Mindset 27:00 Andy's Summary of Key Takeaways 32:03 Outtakes You can learn more about Micah and his book at MicahSolomon.com. Gift a Loved One a Head Start With Their Career Do you know someone who is in college or maybe recently graduated? My experience is there are a growing number of people who dread being asked the question, “So, what's the plan?” When it comes to their career, they have no freaking idea! I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It's a career guide for people who don't know what they want to do, and it has been so fun to hear the feedback on the course. Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: The Fantastical Ferret by Tim Kulig Free download: https://filmmusic.io/song/12070-the-fantastical-ferret License (CC BY 4.0): https://filmmusic.io/standard-license Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license

Today's interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions for various industries, such as consumer retail, healthcare and insurance. John joins me today to talk about the evolution of the customer service outsourcing space over the last 25+ years, what their Chief Happyologist does, the role and impact of Gen AI in the outsourcing business, how it will affect the business going forward and what Ascensos Local is all about. This interview follows on from my recent interview – Your customer doesn't want to know about your technology – Interview with Micah Solomon – and is number 486 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever, why he spends a lot of time wearing a disguise and using a fake name, what Gold Touch Customer Service is, why we should keep technology in customer service/experience “Below Eye Level” and how to innovate in customer service amongst a host of other things. This interview follows on from my recent interview – How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner – and is number 485 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

In this episode of the Duct Tape Marketing Podcast, I interviewed Micah Solomon, an expert on customer service, hospitality, and the customer experience. He delves into the unique concept of anticipatory customer service and its powerful potential to enhance brand loyalty and drive business growth. He's a bestselling author with a fresh perspective on how businesses can transform their customer service strategies to foster enduring loyalty. Key Takeaway: Anticipatory customer service is not just about reacting to a customer's needs; it's about predicting them. By serving even the unexpressed wishes of customers, businesses can create an unparalleled customer experience that fosters brand loyalty and catalyzes growth. In an era where customers crave personalization and a touch of anticipation, this approach proves to be a game-changer in the marketing and customer service sectors. Questions I ask Micah Solomon: [00:50] Define anticipatory customer experience. [01:44] Some suggest that no matter how great your services, loyalty is dead. Can you comment on that? [02:33] Is providing a great customer experience a type of referral tactic? [02:48] What is the secret shopper role? [04:38] How did you decide to specialize in this particular aspect of customer experience? [08:35] How do you recommend handling both unhappy and unreasonable customers? [12:11] How do you view customer service as a competitive advantage or even a profit center? [14:13] How important is community feedback in enhancing the customer experience? [17:22] What impact do you see AI having on customer service and experience? [18:52] How can people reach out to you or get a copy of your book? More About Micah Solomon: Discover the insights and strategies in Micah's newest book, "Can Your Customer Service Do This? Create an Anticipatory Customer Experience That Builds Loyalty Forever" -https://amzn.to/46JtnfE Micah's website - https://micahsolomon.com/ Connect with Micah on LinkedIn -https://www.linkedin.com/in/customerguru/ Like the show? Click here, scroll to the bottom, rate 5 stars, and select "Write a Review." Then be sure to let me know why you like the show! Connect with me on LinkedIn; I'd love to hear from you! -https://www.linkedin.com/in/ducttapemarketing/ Learn more about your ad choices. Visit megaphone.fm/adchoices

How to deliver Customer Service Excellence at your small business, with Micah Solomon. Micah is one of the world's leading experts on customer service. Show notes page: https://www.thehowofbusiness.com/489-micah-solomon-customer-service-excellence/ Micah is a Customer Service expert, and on this episode of The How of Business podcast he shares his vast experience helping companies deliver great customer service. He also shares actionable tips and advice from his latest book, “Can Your Customer Service Do This? Create an Anticipatory Customer Experience that Builds Loyalty Forever”. Henry Lopez is the host of The How of Business podcast – helping you start, run and grow your small business. The How of Business is a top-rated podcast for small business and entrepreneurs. Find the best podcast, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com  

Is AI killing customer service? On this episode, we're talking with Micah Solomon, a customer service expert and author of several books including "Ignore Your Customers (and They'll Go Away)" and "Your Customer is the Star." We'll discuss what companies are doing wrong with customer service, what they're doing right, and what customers can do to get the very best service.

On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty.Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFsTranscript: https://www.intercom.com/blog/videos/take-your-customers-experiences-from-meh-to-unforgettable-advice-from-cx-consultant-micah-solomon/Follow the people:https://twitter.com/micahsolomonhttps://twitter.com/Liam_GeraghtyYou'll find contact info for Micah on www.micahsolomon.comThe story behind the chirp: Intercom's notification sound: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

How to Deliver the Ultimate Customer Service Experience featuring Micah Solomon Learn how to... • Hire, onboard & train exceptional employees. • Turn around and recover upset guests. • Build a world-class customer service culture.

Join guest Micah Solomon and get answers to the most frequently asked real estate questions. Micah brings years of experience to AllstarPowerhouse, both in his real estate experience in residential home sales and remodeling homes for sale. Whether you're a first time buyer or repeat buyer, here are some answers to the questions that come up most often.Would you like  more info? Search at www.MountainHomeHunt.com, hit CONTACT US on that site or give us a call at 828.333.4483. For an Allstar Experience, See all of our customer programs at www.AllstarCertifiedPrograms.comFollow our podcast for AD FREE content with various weekly guests. There will also be bonus content throughout the week, with short 5-10 minute pods that will explain the things that people ask about most frequently.

Kevin shares the top downloaded episodes of 2020. As he recounts each episode, he shares his lessons learned from the conversation. This episode is brought to you by… From Manager to Remarkable Leader, Kevin's Flagship workshop based on his proven leadership model. Podcasts Mentioned Eat, Sleep, Work with Bruce Daisley. Answering Life's Great Question with Tom Rath. Understanding Power with Deborah Gruenfeld. Your Customer Service Playbook with Micah Solomon. Leader Farming with Zach Thomas. Leadership, Communication and Credibility with Jack Modzelewski. A Timely Conversation about Remote Work with Wayne Turmel. Lessons that Drive Business Success with Kim Lorenz. Reframing Problems with Thomas Wedell-Wedellsborg. Leaders as Teachers with Dr. Thomas J. DeLong. Additional Leadership Resources Connect with Kevin Eikenberry: Website | LinkedIn | Facebook | YouTube Subscribe to the Podcast Don't miss an episode! Subscribe to this podcast through the options below. iTunes Stitcher TuneIn Soundcloud RSS Or your favorite podcast app. Leave a Review If you liked this conversation, we'd be thrilled if you'd let others know by leaving a review on iTunes. Here's a quick guide for posting a review. Join Our Facebook Group Join our Facebook community to network with like-minded leaders, ask us questions, suggest guests and more. We welcome your wealth of experience and hope you will join us in sharing it with others on their leadership journey. You can join the group here: facebook.com/groups/RemarkableLeadershipPodcast/

Join us on a nostalgic journey through UK Garage. Today's guests are Micah & Solomon from Brixton Soup Kitchen and we discuss UK garage as a founding sound in the UK music scene, growing up on council estates and Teen raves like Hot boys meet Buff girls and Teen Delight. We talk about the ultimate garage tunes that will live forever e.g 21 seconds by So Solid Crew & Flowers by Sweet Female Attitude and we couldn't forget So Solid's legendary feature on Top of the Pops. If you grew up in the UK get ready to take a trip down memory lane and explore a genre that gives you the ultimate feeling! Listen to the playlist here: UK GARAGE

Get ready to be inspired!  Convention keynote speakers Micah Solomon and Brett Culp join host Gabe Schauf to give you a peek behind the curtain of the NFDA 2020 Virtual International Convention & Expo!  These highly rated presenters are igniting audiences through their books, films and speeches, and this is your opportunity to hear them for yourself. Both will be keynote speakers at this year's convention delivering presentations on customer service and leadership – two of today's most pressing topics in business! Keynote addresses are sponsored by Homesteaders and  Batesville. Micah Solomon Author & Keynote Speaker Micah Solomon is one of the world's leading authorities on customer service, company culture, and the customer experience. Brett Culp Documentary film maker Brett Culp is an award-winning documentary filmmaker and founder of The Rising Heroes Project, a not-for-profit that inspires people to overcome personal adversity.

I recently read an article in Forbes by Micah Solomon, a customer service and customer experience consultant. He had interviewed Yael Ron, the General Manager of the Ritz Carlton Hotel in San Francisco! And boy - I loved the points Micah brought across - hence I'm sharing them here with you - looking at it through the lens of a contact centre leader! 

 What does it take for my centre to become the Ritz-Carlton of Contact Centers? 

 Let me start with a quote from Yael Ron:  “To create an exceptional customer experience, you don't start with the customer; you start with the employee. This surprises a lot of people, and a lot of people get this wrong,” says Ms. Ron. “The gemstones of our hotel are our Ladies and Gentlemen [Ritz-Carlton's term for its employees]. We embrace them and support them, and we know we can count on them to nurture and grow the interactions with our guests.”

 The Ritz-Carlton works with 5 principles that are applicable to organisations in any industry that are striving to create a superior customer experience, a superior environment and a superior culture in your organisation. 1. Jealously guard the culture that defines you as an organization. 

 A lot of firms tell me they are all about engagement and relationships! I have seen it on the walls of big firms, quotes such as this one (an airline I was privileged to conduct a review of their contact centre delivery)

 Safety: We never compromise on safety
 Simplicity: We cut out the things that don't matter to keep us lean and make it easy
 One team: Together we'll always find a way
 Integrity: We stand by our word and do what we say
Passion: We have a passion for our customers, our people and the work we do
 Pioneering: We challenge to find new ways to make travel easy and affordable The question now is… How do we keep it that way? How do we keep the promises we make to our customers? At the end it all comes down to the culture of the firm. And the culture of any firm is created by its people. 
So naturally - you need to watch, nurture and embrace your culture - which means you have to invest in your people. 

 Wikipedia says the following about culture:
 Culture is an umbrella term which encompasses the social behaviour and norms found in human societies, as well as the knowledge, beliefs, arts, laws, customs, capabilities and habits of the individuals in these groups.

 This means - you must give your onboarding process, your employee engagement process and your offboarding process a lot of thought! And your L&D department should really be the busiest in your entire organisation!    2.  Engage customers when they want to be engaged. 

Remember when the only two ways of contacting a customer service department was either by phone or by letter? Then by Phone, Letter (or Fax) and email? We have come a long way - but in principle - give the customers a number of ways to engage with you - so that they can choose how they want to engage with you! 

 This means give people options! Let's look at the airline industry again: Today you can check-in online. You can get your boarding pass on your phone, you can download it as a PDF, or you can print it off at one of the airport kiosks. Getting your boarding pass is maybe not something people want to spend a lot of time on and we need to respect that.

 3. Daily traditions and customs make the culture. 

In Episode 6 I introduced the daily huddles with your teams - that's what we are talking about here. 
Creating a customer-focused culture isn't something you set in place one day and then believe it will last forever. You have to work on this every single day. For that to be successful you need to know your people, your metrics, your coaching, But you also need to celebrate successes, award your teams and energise your teams positively so that they can perform at the highest possible levels. 

 When I worked with Ralph Lauren we encouraged our teams to start working with the fashion season, look at what's in, dress in our favourite looks. We had Ralph Lauren clothes to raffle off each quarter, people just loved to feel part of the brand! 

How could you start to introduce meaningful traditions in your contact center? Especially now - where everyone is working from home - you must give new traditions a lot of thought. 

 4. Strive for both big “wow” moments and smaller “everyday wow” 

 Here I simply quote Ms Yael Ron and Micah Solomon: 

“Wow moments are important in building stories for our guests to take home with them. But the point isn't how big of a wow you create; it's about how much heart you put into making it truly thoughtful for the guest. It can be as small as remembering your guest's favourite flower or scent, or as big as creating a special day full of wows. It's not about what money can buy; it's about what money can't buy–the efforts and attention of genuine, caring people.”  
5. Develop your people over time. 

In my LEAP Framework - Leading People, Executing Process, Amplifying Profit - working with my people is the most important principle of all! 
How can you as a manager put your team members first? 
 * you remember their birthday
 * you know their spouses and their kids' names
 * you know what they are good at and foster that strength 
* you offer them regular one-on-ones and coaching (if you don't know how to fit it all in - go back to episode 6 How to set yourself up for a successful day in the office 

I'd like to give credit for inspiration to Micah Solomon, who is the author of “Ignore Your Customers (and they will go Away)” - the link to his book is below.
 And also to Ms Yael Ron, General Manager of the Ritz Carlton Hotel in San Francisco - you will find the link to the Forbes articles and her thoughts.


 Micah Solomon - Ignore your customers (and they will go away) 
https://micahsolomon.com/books/ignore-your-customers/ Yael Ron: https://www.forbes.com/sites/micahsolomon/2020/02/23/how-to-bring-ritz-carlton-caliber-customer-service-to-any-type-of-business/ My Podcast is produced by: https://www.unavoided.com

Neal and Paul are joined on today's podcast by Micah Solomon.  He is one of today’s best-known customer service and customer experience consultants. He’s known as “the customer service turnaround expert”–the person whom companies in every industry call on to transform their customer service and build a true customer service culture.  Micah’s bestselling books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah’s a Senior Contributor to Forbes and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, the Harvard Business Review, the New York Times, and the Washington Post.. On the podcast, we discuss his new book, "Ignore your customers (and they'll go away): the simple playbook for delivering the ultimate customer service experience, a new bestsellerfrom HarperCollins Leadership. Tune in and listen to Micah's insights and experience on everything CX related.

Joining the conversation on the [CLIC] Podcast today is Micah Solomon Author, Sr. Contributor Forbes.com, Keynote Speaker & Customer Service Consultant. We are talking aboutHotels, My Daughter In-Law, Customer Service, Books and more..... --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Learn how to... • Hire, onboard & train exceptional employees. • Turn around and recover upset guests. • Build a world-class customer service culture.

Creating a Customer Service Culture with Micah Solomon In this episode, Susan is joined by Micah Solomon, a world-renowned consultant and trainer in customer service, consumer trends, and company culture. He is the author of IGNORE YOUR CUSTOMERS (AND THEY’LL GO AWAY): The Simple Playbook for Delivering the Ultimate Customer Service Experience (2020). “Company culture”… The post EP #41 – Creating a Customer Service Culture with Micah Solomon appeared first on Hospitality Academy.

Micah Solomon is a best-selling author and keynote speaker on the topic of bottom-line growth through customer service. The good news is, more brands today are offering better customer service than ever before. The bad news is, customer's expectations are higher than ever, too. How can your brand create an experience that helps you keep customers around? Solomon shares how to hire the right customer service team, how to train them once they're on board, and talks about even more from his latest book, Ignore Your Customers (and They'll Go Away).

Demands are rising, and companies have to keep on evolving. They want to strive to be the 'Amazon's' of their industry and offer stellar customer experience, but it's not as easy as some think. Plus, you need to know how to hire the right people for customer service. Micah Solomon has a lot of intriguing advice and many ideas on how you can improve customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today's interview is with Adam Weinberg, the brand director at Haven Life, a digital life insurance agency that's backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we can learn from Haven Life's experience and what are the main things that we should be doing to improve the customer's experience. This interview follows on from my recent interview – If you don't ignore your customers and create a service culture then you won't have to worry about the competition – Interview with Micah Solomon – and is number 333 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Bill Horan interviews Micah Solomon author of IGNORE YOUR CUSTOMERS AND THEY'LL GO AWAY. Micah will discuss why only the highest level of customer service is good enough, the 3 ways top flight customer service increases, the revenue of a business, why a business should exhibit "automatic positivity," and how and why a business should have a customer service minute everyday.

Bill Horan interviews Micah Solomon author of IGNORE YOUR CUSTOMERS AND THEY'LL GO AWAY. Micah will discuss why only the highest level of customer service is good enough, the 3 ways top flight customer service increases, the revenue of a business, why a business should exhibit "automatic positivity," and how and why a business should have a customer service minute everyday.

Today's interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world's leading experts on customer service, company culture, and the customer experience. He is also considered to be “the customer service turnaround expert”. Micah joins me today to talk about his new book: Ignore Your Customers (and They'll Go Away), what it's all about, what we can learn from it and what are the main things that we should be doing to improve the customer's experience. This interview follows on from my recent interview – Insights from 100 of the world's most progressive organisations on how to make work more fun – Interview with Pim de Morree of Corporate Rebels – and is number 332 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Micah Solomon had dreams of wanting to be a rock star. When that wasn't going to happen, Micah's new journey took him from opening up a recording studio that became a manufacturing business, which then led him to be a Customer Experience star. In this episode of Experience by Design podcast, Micah visit the Experience by Design studio to talk about his new book, "Ignore Your Customers and They'll Go Away." We explore how to create a company culture that is experience-centric and which listens to voices of customers and employees alike. Micah also provides practical tools from his CX playbook on how to capture these voices and turn that information into moments that matter. We discuss companies that are doing it right, and how you can help your company do it better.

Micah Solomon, author of Ignore Your Customers (and They'll Go Away) Micah Solomon and Bill Ringle discuss how to mine the valuable insights your customers share without letting them hurt you or your people for small business leaders. >>> Visit MyQuestforTheBest.com for complete show notes and more expert advice and inspiring stories to propel your small business growth. body .audioplayer.skin-wave.playerid-88722187:not(.a) .ap-controls .con-playpause .playbtn , body .audioplayer.skin-wave.playerid-88722187:not(.a) .ap-controls .con-playpause .pausebtn { background-color: #111111;} jQuery(document).ready(function ($){var settings_ap88722187 = { design_skin: "skin-wave" ,autoplay: "off",disable_volume:"default" ,loop:"off" ,cue: "on" ,embedded: "off" ,preload_method:"metadata" ,design_animateplaypause:"default" ,skinwave_dynamicwaves:"off" ,skinwave_enableSpectrum:"off" ,skinwave_enableReflect:"on",settings_backup_type:"full",playfrom:"off",disable_scrub:"off",soundcloud_apikey:"" ,skinwave_comments_enable:"on",settings_php_handler:window.ajaxurl,skinwave_mode:"normal",skinwave_wave_mode:"canvas",pcm_data_try_to_generate: "on","pcm_notice": "off","notice_no_media": "on",design_color_bg: "111111",design_color_highlight: "ef6b13",skinwave_wave_mode_canvas_waves_number: "3",skinwave_wave_mode_canvas_waves_padding: "1",skinwave_wave_mode_canvas_reflection_size: "0.25",skinwave_wave_mode_canvas_mode:"normal",preview_on_hover:"off",skinwave_comments_playerid:"88722187",php_retriever:"https://myquestforthebest.com/wp-content/plugins/dzs-zoomsounds/soundcloudretriever.php" }; try{ dzsap_init(".ap_idx_11769_57",settings_ap88722187); }catch(err){ console.warn("cannot init player", err); } }); Top 3 Take-Aways from this Interview Customer service is the new marketing. Positive or negative, it’s what determines the public’s impression of your company more than ever before.If you neglect your customers, it’s probably going to hurt you more than it hurts them.Make it clear from the first days of an employee’s tenure that the way things are done around here is with customer-focused flexibility. Tweet-Ready Insights from this Episode Most companies don't know about the goal and how to provide participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet We all have a problem with commoditization if we sell through Amazon.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Satisfactory excellent service is when you provide functioning product, nice people provide it, you deliver it on time.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet For exceptional customer service you need participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Participatory customer service is when you actually able to provide what customer is hoping for even before they ask for it. >> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Participatory customer service provider listens deeply to spoken and unspoken needs, builds trust and provide expert guidance along the process to make a win-win outcome.>> #MQ4B Ep245 with Micah SolomonClick To Tweet Leaders needed to applaud staff when their staff make an extra mile to serve their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Sales staff should have more breathing space to be able to effectively assist their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet

body .audioplayer.skin-wave.playerid-88722187:not(.a) .ap-controls .con-playpause .playbtn , body .audioplayer.skin-wave.playerid-88722187:not(.a) .ap-controls .con-playpause .pausebtn { background-color: #111111;} jQuery(document).ready(function ($){var settings_ap88722187 = { design_skin: "skin-wave" ,autoplay: "off",disable_volume:"default" ,loop:"off" ,cue: "on" ,embedded: "off" ,preload_method:"metadata" ,design_animateplaypause:"default" ,skinwave_dynamicwaves:"off" ,skinwave_enableSpectrum:"off" ,skinwave_enableReflect:"on",settings_backup_type:"full",playfrom:"off",disable_scrub:"off",soundcloud_apikey:"" ,skinwave_comments_enable:"on",settings_php_handler:window.ajaxurl,skinwave_mode:"normal",skinwave_wave_mode:"canvas",pcm_data_try_to_generate: "on","pcm_notice": "off","notice_no_media": "on",design_color_bg: "111111",design_color_highlight: "ef6b13",skinwave_wave_mode_canvas_waves_number: "3",skinwave_wave_mode_canvas_waves_padding: "1",skinwave_wave_mode_canvas_reflection_size: "0.25",skinwave_wave_mode_canvas_mode:"normal",preview_on_hover:"off",skinwave_comments_playerid:"88722187",php_retriever:"https://myquestforthebest.com/wp-content/plugins/dzs-zoomsounds/soundcloudretriever.php" }; try{ dzsap_init(".ap_idx_11769_26",settings_ap88722187); }catch(err){ console.warn("cannot init player", err); } }); Micah Solomon, author of Ignore Your Customers (and They'll Go Away) Micah Solomon and Bill Ringle discuss Ignore Your Customers (and They'll Go Away) for small business leaders. >>> Visit MyQuestforTheBest.com for complete show notes and more expert advice and inspiring stories to propel your small business growth. Top 3 Take-Aways from this Interview Customer service is the new marketing. Positive or negative, it’s what determines the public’s impression of your company more than ever before.If you neglect your customers, it’s probably going to hurt you more than it hurts them.Make it clear from the first days of an employee’s tenure that the way things are done around here is with customer-focused flexibility. Tweet-Ready Insights from this Episode Most companies don't know about the goal and how to provide participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet We all have a problem with commoditization if we sell through Amazon.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Satisfactory excellent service is when you provide functioning product, nice people provide it, you deliver it on time.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet For exceptional customer service you need participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Participatory customer service is when you actually able to provide what customer is hoping for even before they ask for it. >> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Participatory customer service provider listens deeply to spoken and unspoken needs, builds trust and provide expert guidance along the process to make a win-win outcome.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of…Click To Tweet Leaders needed to applaud staff when their staff make an extra mile to serve their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet Sales staff should have more breathing space to be able to effectively assist their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away)Click To Tweet We want to 'decommoditize' and make connections ...

Micah Solomon is one of the world's leading authorities on customer service and company culture. A consultant and keynote speaker on the customer experience, as well as the author of Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience, Micah is called on by companies in every industry for help transforming their customer service and bottom-line results. In this episode, he explains why companies must think ahead in order to understand and prepare for what their customers truly want. Listen in to learn what it takes to improve your company culture and create the best experience for your customers. You can find show notes and more information by clicking here: https://bit.ly/38PQOpL 

With the vast technological access we have today, a bigger room for experimentation opportunities has opened up. Talking about the great and exciting things in the world of technology and bringing that information through his educational programs is Senior Associate Dean for Executive Education at MIT Sloan School of Management, Dr. Peter Hirst. In this episode, Dr. Hirst shares with Dr. Diane Hamilton his journey from London to MIT along with the latest about artificial intelligence and access to information. Known for his innovative executive education programs for individuals and companies, Dr. Hirst lets us in on how he develops, designs, and delivers the programs out there. One of the main issues businesses and organizations grapple with is customer service. Top authority on customer service, Micah Solomon, sits down with Dr. Diane Hamilton to share how we can overcome this problem and create great customer experience. Author of the book, Ignore Your Customers (And They’ll Go Away), he lets us in on how he delivers turnaround customer service to organizations, starting with its culture, and cites some great examples of big companies who do exceptionally with their customer service. Love the show? Subscribe, rate, review, and share!Here’s How »Join the Take The Lead community today:DrDianeHamilton.comDr. Diane Hamilton FacebookDr. Diane Hamilton TwitterDr. Diane Hamilton LinkedInDr. Diane Hamilton YouTubeDr. Diane Hamilton Instagram

Micah Solomon is an expert and thought leader in everything related to your brands' customer service and experience. His new book, Ignore Your Customers (And They'll Go Away) is an in depth exploration on delivering the ultimate customer experience. We spoke with him about how customer service is the new marketing, the evolution of consumers, what companies are getting wrong in the current climate and incorporating 'the default of YES'.Time Guide >> 00:28 - Introductions >> 01:02 - About Micah >> 03:38 - Career up to Now >> 06:27 - Book >> 07:15 - Experience >> 08:20 - Face-to-Face >> 09:13 - Customer expectations >> 12:53 - Provide Alternatives >> 14:21 -Developing Standards >> 18:00 - Right versus Wrong >> 24:00 - Myths and Misunderstandings >> 26:40 - Book Recommendation >> 27:43 - 3 Takeaways >> 29:14 - What’s happening now? >> 30:00 - ContactIf you'd like to be a guest on a future episode or want to hear more about a topic, email us at hello@northreport.ca Social:https://www.instagram.com/north_report/https://www.linkedin.com/company/the-north-reportLinks:https://www.micahsolomon.com/https://www.linkedin.com/in/customerguru/

Customer Service…if we aren't serving external folks, we are definitely serving internal people. Micah Solomon is the author of Ignore Your Customers (and They'll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience. Micah joins Kevin to discuss the role customer service plays within your organization. Micah is also known as the customer service turnaround expert and works with companies to help them get back to basics. Organizations need to recognize that are serving both their external customers as well as their employees and vendors. If your Yelp review looks good, yet your Glassdoor rating isn't great, chances are you will soon lose your customers. Micah shares stories of organizations doing it right, whether it be a “wow” or an authentic experience. In this episode, Micah discusses 1. Customer service culture. 2. Hiring for customer service (WETCO). 3. The power of WOW. This episode is brought to you by... Unleashing Your Remarkable Potential, Kevin's free weekly e-newsletter. It's full of articles and resources to help you become a more confident and successful leader. Sign Up Additional Leadership Resources Book Recommendations: Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience by Micah Solomon Olive, Again by Elizabeth Strout Growing a Business by Paul Hawken Learn more about Ignore Your Customers (And They'll Go Away). Connect with Micah Solomon: Website | Twitter | LinkedIn Related Podcast Episodes: Delivering Innovative Service with Chip Bell. Leadership and Legendary Service with Vicki Halsey. Turning Culture into Competitive Advantage with Jeff Grimshaw.

Originally posted on: https://www.myasbn.com/small-business/customer-experience/a-guide-to-revamping-your-customer-experience-strategy-for-2020-micah-solomon-best-selling-author/ Companies nationwide have quickly learned over the decade that quality customer service is the driving force for customer loyalty. Regardless of the product or service, if a business takes exceptional care of its consumers, they’re more likely to retain them for a longer period of time. Our next guest is a customer experience turnaround expert, consultant, trainer, keynote speaker, and the author of the new book, Ignore Your Customers (And They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience, Mr. Micah Solomon. --------------------- Atlanta Small Business Network is your local source for business news, information, resources, best practices and event coverage. From start-up to success, we are your go-to resource for small businesses in Atlanta, Georgia. https://www.myasbn.com/ CONNECT WITH US! Contact us: Info@myasbn.com Subscribe: https://www.myasbn.com/subscribe/ Facebook: https://www.facebook.com/MyASBN Instagram: https://www.instagram.com/myasbn/ Twitter: https://twitter.com/MyASBN Podcasts: https://www.myasbn.com/podcast/ Category People & Blogs

Today’s guest is a fireball of personality. He is a joy to talk to and possesses what you might call Automatic Positivity (more on that concept inside the show). His name is Micah Solomon and he is the world’s leading authorities on customer service, the customer experience, consumer trends, hospitality, and company culture. He is […] The post 301: Delivering the Ultimate Customer Service Experience with Micah Solomon first appeared on Read to Lead Podcast.

Customer service is the new marketing. Give great customer service and customers spread the word through social media. Give bad customer service, and customers spread the word even more. Micah Solomon, a leading expert in customer service, shares insights to a winning process. Welcome to Episode 287 of the Entrepreneurship Elevated Podcast!

In Ignore Your Customers (and They'll Go Away), Micah reveals the secrets of how you can transform your own customer service and culture.

SUMMARY: Your customers are always in charge even if they’re not only right. Discover how to serve customers so they will grow your business. Micah Solomon joins Andy to discuss ... Read More

Peter Hirst Dr. Peter Hirst is the Senior Associate Dean for Executive Education at MIT Sloan School of Management. Dr. Hirst leads the team of professionals who partner with clients and faculty at the MIT Sloan School of Management to develop, design, and deliver innovative executive education programs for individuals and companies. Formerly CEO of the commercialization, consulting, and executive education business of the London School of Economics, he has over fifteen years of experience in international strategy, technology consulting and organizational development. He has also served as a director and board adviser to businesses and non-profit organizations on three continents. He is a past president of the British American Business Council of New England, for which he currently serves as a board director and a founding member of its Energy and Environment Committee, and is a trustee of the American Foundation of the University of St Andrews in Scotland. Micah Solomon Micah Solomon is one of the world's leading authorities on customer service, the customer experience, consumer trends, hospitality, and company culture. He is a consultant, keynote speaker, trainer, and training designer in these subjects, and the author of many books including, Ignore Your Customers (And They’ll Go Away) The Simple Playbook for Delivering the Ultimate Customer Service Experience. Companies in every industry call on him to mystery shop and transform their company’s customer service, and bottom-line results—and he is known as “the customer service turnaround expert.” Solomon is a senior contributor to Forbes.com and his expertise has been featured in The New York Times, Harvard Business Review, Inc., Bloomberg Businessweek, ABC, CBS, and NBC.

Today's interview is with Micah Solomon, a speaker, consultant, and bestselling author on customer service, the customer experience, and company culture. He's also a fellow Forbes contributor and joins me today to talk about his new ebook (Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business), what are the biggest lessons that firms should be learning right now with regards to the rise of new types of customers and what actions they should be taking. This interview follows on from my recent interview: Compliments received are a leading indicator of service culture improvement – Interview with Ron Kaufman of UP! Your Service – and is number 133 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and deliver great service and experience.

Today's interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher Profitability through Behavioural Science Applied in Service Design is his motto. I came across Nicolae (Nick) following a Twitter exchange between Wim Rampen and Graham Hill regarding ‘applied behavioural economics and #gamification in the design of services. Nicolae joins me today to talk about his ebook:It Makes (No) Sense: In between the Joy of Gaining and the Fear of Losing, which is a 'mini-encyclopedia of behavioural science', how we can apply behavioural science in service design and some of the big lessons that can be learned from behavioural science and how that can apply to service design and customer experience. This interview follows on from my recent interview: Customer service, customer experience and millennials – Interview with Micah Solomon – and is number 134 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and deliver great service and experience.

Is AI the savior or the death knell for CX? Micah Solomon, a customer service consultant, keynote speaker, and author, came on the AI:IRL podcast to discuss building great customer experiences using AI.

Daniel Hong of Forrester Research, award-winning CX specialist Micah Solomon, and Opus Research Analyst, Mitch Lieberman huddle up to demystify the top CX and Conversational Commerce trends. The panel shares everything you need to know about the latest technology being adopted by customer service leaders.

Glenn chats with Micah Solomon, author of The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. The guys share what's important to today's guests and why it matters. Plus you'll hear some great success stories too. But first, Glenn and Jeff share some amazing trade show secrets that will help you generate buzz and better sales. Road warriors rejoice! You don't have to be in the hospitality business to benefit from these ideas. Find Jeff Polly at: Jeff@endpointmultimedia.com and http://www.endpointmultimedia.com/ Find Micah's books here: https://www.amazon.com/Heart-Hospitality-Restaurant-Leaders-Secrets/dp/1590793781 Subscribe on iTunes: No Vacancy with Glenn Haussman Subscribe on Android: https://play.google.com/music/listen#/ps/Ifu34iwhrh7fishlnhiuyv7xlsm Send your comments and questions to to Glenn@rouse.media.  Follow Glenn @TravelingGlenn Learn more at http://novacancy.libsyn.com Produced by Jeff Polly: http://www.endpointmultimedia.com/

Micah is a customer service expert, entrepreneur, business leader and author, and a renowned keynote speaker on customer service, the customer experience, corporate culture and building five-star customer service organizations. He is a frequent contributor to forbes.com and the bestselling author of two recent books. In This Episode, We Talk About His new book, The Heart read more

It’s not only possible to provide B2B customer service in social media, it’s possible to do it creatively with a “wow” experience. That’s the goal of Nextiva, a cloud communications company that provides more than 100,000 small and large businesses with cloud-based telephone systems. “We felt there was an opportunity to disrupt that market,” says Vice President of Marketing Yaniv Masjedi, citing the telecommunications market’s reputation for “bad customer experience”. Masjedi attempts to respond to all customer inquiries with personalized videos featuring any one of the company’s 500 employees. “If you tweet at Nextiva, or post a Facebook post on our Facebook page, you’ll more than likely get a response via video rather than text,” he says. “The main idea behind that is: video builds bonds.” The Social Care team started by shooting video with smartphones, but has advanced to having two full-time video producers on staff and much better equipment. What hasn’t changed is the genuine human connection that is established between customers and real Nextiva employees. “We don't have people at Nextiva who went to film school and are great in front of the camera, but the more you do it, you get comfortable with it,” Masjedi says. Video responses are shared publicly and posted on the company’s YouTube page, Nextiva Cares. Despite that, every question receives a personalized answer, even if it’s a repeat. “We'll make a new one, even if it's something repetitive, just because it's the first time YOU are asking,” Masjedi says. “We try to get a video out as soon as possible, build a bond, and bring a smile to someone's face.” In one case, for a recording studio client, Nextiva answered with a personalized freestyle rap. How do customers respond? “The response is always awesome,” he says. “The loyalty, the impact that you are creating with your brand and that individual, that potential or existing customer, is tremendous.” Some customers even reply back with their own videos. Don’t forget, this is a B2B company. It’s not the end user that is asking questions, it’s a representative from the corporate client. “At the end of the day, while it is B2B, they're still people,” says Masjedi. “However customers want customer service or want to speak to you, you have to be there.” Masjedi was kind enough to join us for a live Blab interview, which was turned into Episode 29 of the Focus on Customer Service Podcast. Here are some of the notable moments in the episode and where to find them: 0:55 What is Nextiva? 1:22 Yaniv’s background and how he ended up working at Nextiva 2:40 The Social Care philosophy at Nextiva, which includes video responses vs. text 7:05 The approach to B2B customer service 11:13 what's the process for social listening and responding via video? 12:27 Which social media channels does Nextiva operate in? 14:07 The economics of responding to everyone with video 17:49 The game plan for scaling social care 19:40 Yaniv shares some memorable customer interactions 21:45 What has Yaniv learned during his time managing social care at Nextiva? Nextiva was nominated for the podcast by Micah Solomon, a customer service expert and frequent contributor to Forbes.com. If you have had a great customer service experience on social media, please let us know which brand provided it by using our hashtag, #FOCS, on Twitter. Listen to previous episodes and subscribe to the Focus on Customer Service podcasts on iTunes, Stitcher, and SoundCloud.

Howard Lewinter welcomes to the Wednesday Edition of the Talk Business With Howard radio show, Micah Solomon. Micah is business keynote speaker and author focused on customer service, leadership, marketing, and building an extraordinary company culture.  Micah will be discussing with Howard his latest book, High-Tech, High-Touch Customer Service. Visit Micah at http://www.micahsolomon.com  and find his latest book, High-Tech, High-Touch Customer Servicehere.