Author Archives: Micah Solomon


Stop Dropping The Customer Service Ball On Your Handoffs

I have a pretty good idea of where you're dropping the ball in your customer service delivery. Although you and I, as far as I know, have never met,  from what I’ve seen in the world of business, I can tell you that the odds are good that you’re dropping the customer service ball when [...]


Ten Common And Dangerous Customer Service Mistakes

Here are ten common but hazardous customer service mistakes.   All fixable (which keeps me in business), but each tragic in its own little, or not so little, way. 1. Burning your customers (and therefore yourself) because something bad happened once, or even never.  Not taking checks, for instance, because one time someone bounced one. 2. [...]


Stop Thinking Of Customers In The Plural

It's time to stop thinking of the people who patronize your business as "customers." (Don't worry: I'm not going to ask you to start calling them "guests."  A big box store could start calling me a "guest" and it wouldn't change a thing. When you graft Disney language out of context it only makes you [...]


The Customer Experience Can Always Be Improved

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker. Customers [...]


Building A Customer Experience that is (and isn’t) “Just Like Home”

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker. A [...]


The Four Elements of Satisfactory Customer Service

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker. Before [...]


The Secrets of Customer Service Recovery

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker. Glitches–service [...]


BUBL: The Secret of Successfully Invading a Customer’s Space

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and speaker. Those [...]


Buzz vs. Staying Power: Creating a Customer Experience They Want to Come Back To

About this series: This series of articles from Nextiva will help you grasp of the essentials of customer service: the principles and guidelines that will serve you well in any era, regardless of trends, changing technology, and a constantly evolving customer base. Our guide is Micah Solomon, customer service and customer experience consultant, author, and [...]



 
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