News & Media From Micah Solomon
The one word you need to know when it comes to holiday returns
by Micah Solomon — president, four aces inc
What’s the right way to handle holiday returns? Cheerfully.
read nowTransforming your customers' necessary errands into something they want to do
by Micah Solomon — president, four aces inc
In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…
read nowThe one sentence you should never, ever speak in customer service
by Micah Solomon — president, four aces inc
When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…
read nowWhy Jerry Seinfeld is a customer service consultant
by Micah Solomon — president, four aces inc
"We're craving the nondigital even more these days, the authentically human interaction," says Jerry Seinfeld, explaining (I would argue) not just live standup…
read nowCustomer loyalty: Woody Allen vs. your local ATM
by Micah Solomon — president, four aces inc
In my years as a customer service consultant, I've yet to hear a customer blurt out anything that sounds like this:
read nowThe retail customer experience: In banking, pharmacies and other locked-in-customer situations
by Micah Solomon — president, four aces inc
To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re…
read nowHow to build an expert customer service problem resolution approach
by Micah Solomon — president, four aces inc
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process.
read nowThis is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
read nowHow to apologize to customers without alienating employees
by Micah Solomon — president, four aces inc
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint.
read nowCustomer service will transform your business ... starting today
by Micah Solomon — president, four aces inc
Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage.
read nowDid you just spell your customer's name wrong?
by Micah Solomon — president, four aces inc
"They spelled my name wrong again!" sings Loudon Wainwright III, the incomparable (if hard-to-spell) singer-songwriter.
read nowAutonomy vs. standards: in business, customer service and the customer experience
by Micah Solomon — president, four aces inc
As a business keynote speaker, I spend a lot of time speaking about the need for employee autonomy in customer service and business operations in general. And…
read nowWhy build a great customer experience if you have no competition?
by Micah Solomon — president, four aces inc
What if you didn’t have any competition? Would the customer experience you create even matter–if, for example, you ran a government agency or were otherwise…
read nowThe waiting is the hardest part (for your customers)
by Micah Solomon — president, four aces inc
Timeliness is a critical part of creating a successful customer experience. As a business keynote speaker, I'm often heard calling on company and conference…
read nowLike ketchup, but sweeter! The customer experience and customer taste
by Micah Solomon — president, four aces inc
My son and I were eating barbecue together recently. The restaurant in question is one of those excruciatingly cheerful, homogenized theme restaurants. Not my…
read nowA customer service solution (soul-ution, actually)
by Micah Solomon — president, four aces inc
When I boarded the commuter ferry on Saturday, it seemed unusually crowded. A crew member explained: "We have a capacity crowd — about 2,500 souls — aboard…
read nowRetail 'channel surfing' and its implications for sales, customer service and team morale
by Micah Solomon — president, four aces inc
Never forget: Your customers are likely to use the different sales channels you offer in different ways. Some of your customers may buy exclusively over the…
read nowWhy Costco discounts postage stamps ... and why it matters
by Micah Solomon — president, four aces inc
A good equation for value is as follows: Value = Personal Benefit minus Cost and Inconvenience. But the "personal benefit" variable can easily override the…
read nowYou don't need to be a jerk to give bad customer service
by Micah Solomon — president, four aces inc
Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…
read nowWhy don't the old customer service ways work anymore?
by Micah Solomon — president, four aces inc
"Why don't the old ways work with customers anymore?" I hear this question frequently when I'm speaking at a business event or starting a new customer service…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
Recent Posts
