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The ultimate guide to transforming your customer service, company
culture, and customer experience, endorsed by all the top names in
the field. Great customer service may be today's most essential
competitive advantage. This book gives a step-by-step plan to craft
a customer service culture and customer experience so powerful that
they'll transform your organization and boost your company's bottom
line. You'll enjoy inspirational and hilarious tales from the
trenches as author Micah Solomon, one of the world's best-known
customer service consultants and thought leaders, brings you with
him on hands-on adventures assessing and transforming customer
service in a variety of industries. In Ignore Your Customers (and
They'll Go Away), you will find: Exclusive customer service secrets
and proven turnaround methodologies showing you how to perform
effective and lasting customer service transformation within your
company. A dive into one of the hottest topics in business today:
company culture, specifically how to build and sustain a
customer-centric company culture. Case studies and anecdotes from
the great customer-centric companies of our time. Each chapter
concludes with a Business Reading Group Guide and a point-by-point
summary to maximize your memory retention and make every insight
actionable. Drawing on a wealth of stories assembled from today's
most innovative and successful companies including Amazon, USAA,
The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more,
Solomon reveals what it takes to turn an average customer
interaction into one that drives customer engagement and lifelong
loyalty.
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? 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.
Twitter, smartphones, and self-service kiosks are taking over, and
tech-savvy business dealings are no longer an advantage--they're a
requirement. With entertaining humor and inarguable logic, author
Micah Solomon offers surefire strategies for success by exploring
the timelessness of customer service (i.e., what hasn't changed),
the high-tech tools that could give you a customer service
advantage, and the systemic social shifts that are changing your
customer's expectations of the way you do business. You'll learn
inside secrets of wildly successful customer service initiatives,
from internet startups to venerable brands, and how to turn casual
customers into fervent supporters who will spread the word far and
wide--online and off. High-Tech, High-Touch Customer Service does
this by teaching readers the six major customer trends and what
they mean for business; the eight unbreakable rules for social
media customer service; how to effectively address online
complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other
forums; how to understand and leverage the rising power of
self-service; and how to build a company culture that breeds
stellar customer service.With special features including lessons
from the latest newsworthy customer service blunders, you'll be
equipped to retool old-fashioned customer service and turn
time-strapped, screen-addicted, value-savvy, and socially engaged
critics into fervent loyal customers who help your business thrive.
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 culture Union Square
Hospitality Group CEO Danny Meyer: His secrets of hiring,
onboarding, training, and more Tom Colicchio (Craft Restaurants,
Top Chef): How to create a customer-centric customer experience in
a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin
Hotels created its innovative, future-friendly hospitality approach
Ritz-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 connections Designer David
Rockwell on the secrets of building millennial-friendly restaurants
and hotel spaces (W, Nobu, Andaz) that resonate with today’s
travelers Restaurateur Traci Des Jardins on building a
narcissism-free” hospitality culture Legendary 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.”
The ultimate guide to transforming your customer service, company
culture, and customer experience, endorsed by all the top names in
the field. Great customer service may be today's most essential
competitive advantage. This book gives a step-by-step plan to craft
a customer service culture and customer experience so powerful that
they'll transform your organization and boost your company's bottom
line. You'll enjoy inspirational and hilarious tales from the
trenches as author Micah Solomon, one of the world's best-known
customer service consultants and thought leaders, brings you with
him on hands-on adventures assessing and transforming customer
service in a variety of industries. In Ignore Your Customers (and
They'll Go Away), you will find: Exclusive customer service secrets
and proven turnaround methodologies showing you how to perform
effective and lasting customer service transformation within your
company. A dive into one of the hottest topics in business today:
company culture, specifically how to build and sustain a
customer-centric company culture. Case studies and anecdotes from
the great customer-centric companies of our time. Each chapter
concludes with a Business Reading Group Guide and a point-by-point
summary to maximize your memory retention and make every insight
actionable. Drawing on a wealth of stories assembled from today's
most innovative and successful companies including Amazon, USAA,
The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more,
Solomon reveals what it takes to turn an average customer
interaction into one that drives customer engagement and lifelong
loyalty.
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