Audiobooks by Micah Solomon

The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality industry professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft), Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other-essential for businesses inside and outside the hospitality industry. As Ritz-Carlton Hotel Company 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.'

Micah Solomon (Author), Kevin T. Collins (Narrator)

Audiobook

Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty F

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 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. In this book, you'll find the proven hands-on methods for: - Applying the secret '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 - and more

Micah Solomon (Author), Lyle Blaker (Narrator)

Audiobook

Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Custome

Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time. When it comes to delivering great customer service and customer experience, many companies miss the mark. But there's no reason this should include you and your company. Ignore Your Customers (and They'll Go Away) spells out, step by step, how 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, often hilarious, tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants, relates hands-on adventures about assessing and improving customer service in various industries. You'll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how the company delivers "wow" customer service. From Richard Branson, you'll learn how Virgin brands deliver authentic customer service (avoiding what Branson calls "Stepford Customer Service") and Branson's secrets for turning social media attackers into brand promoters. Drawing on a wealth of stories personally assembled from today's most innovative and successful companies, including Amazon, Cleveland Clinic, Drybar, USAA Insurance, and The Ritz-Carlton Hotel Company, Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty. Charts, 'cheat sheets,' and discussion questions are available in the audiobook companion PDF download.

Micah Solomon (Author), Gabe Wicks, Jakob Lewis, John Behrens (Narrator)

Audiobook

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organi

"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, listeners can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the audiobook unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before. Honors received: -A Jack Covert Selection -CEO Refresher Top Ten Best Business Book of the Year -800-CEO-READ Business Book of the Year Awards Shortlist winner -Philadelphia Bulletin "Must Read" business book -Book of the Month, Las Vegas Women's REALTOR® -DearReader.com Business Book Club Selection -Shanghai Daily Press #1 U.S. Business Book

Leonardo Inghilleri, Micah Solomon (Author), Sean Pratt (Narrator)

Audiobook

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Socia

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment-lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive-and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: -Six major customer trends and what they mean for your business -Eight unbreakable rules for social media customer service -How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content -The rising power of self-service-and how to design it properly -How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide-online and off.

Micah Solomon (Author), Micah Solomon, Sean Pratt (Narrator)

Audiobook