Herve Humler

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―who has worked transforming the customer experience for brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association―shares everything he knows, and everything you needto know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success. This is the first book to move the reader step-by-step toward customer service perfection and true customer-centricity by creating, refining, and synchronizing employee behaviors, systems, and standards to together create the perfect customer service environment and customer experience for your customers. Inside, you'll find the long-hidden secrets and 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.Making the right moves to keep your company popular on social media by gently winning over your critics even before they post.Creating and providing customer service training to your workforce—yes, Micah actually includes step-by-step instructions for how to set up a winning, sustainable, world class customer service training program. By reading Can Your Customer Service Do This? and applying its easy to understand lessons, soon you'll be leaps and bounds beyond your competition. (Unless you make the mistake of sharing this book with your competitors!) ********* Micah Solomon is a customer service consultant and turnaround expert, trainer, eLearning training designer, and keynote speaker. He's known nationally and globally for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. Inc. Magazine has named Micah "The World's #1 Customer Service Turnaround Expert." Micah's books have been translated into more than a dozen languages and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review. He always enjoys hearing from readers (and others!) via his website,  micahsolomon DOT com or by email, Micah AT micahsolomon DOT com or by text/phone, 484. 343.5881

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 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. Features include: * Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach. * Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant. * Four Seasons Hotels & Resorts Chairman Isadore Sharp:How to build an unsinkable company culture. * Danny Meyer, Union Square Hospitality Group CEO:His secrets of hiring, onboarding, training, and more. * Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers. * Chef Eric Ripert (Le Bernardin):How to create different experiences for different guests-in the very same dining room.* Designer David Rockwell (W, Nobu, Andaz): Secrets of designing hotel and restaurant spaces that resonate with modern travelers. * Restaurateur Traci Des Jardins: Building a "narcissism-free" hospitality culture. 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."

The ultimate, practical 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. Yet when it comes to delivering great customer service and a great customer experience, most companies tragically continue to miss the mark. But you can succeed where so many have failed:  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 and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. (Ever wonder what it's like to mystery shop, for instance, a luxury spa, where you get paid for your opinions while receiving a massage and a manicure-for research purposes, of course?) You'll spend time behind the scenes with Zappos CEO Tony Hsieh and discover how Zappos delivers "wow" customer service. You'll visit personally with Richard Branson to learn how Virgin brands deliver authentic customer service (avoiding what Branson calls "Stepford Customer Service") and learn 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, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, Nextiva, and more-Solomon reveals what it takes to turn a ho-hum customer interaction into one that drives customer engagement and lifelong loyalty. What you'll find inside: * Exclusive customer service secrets and proven turnaround methodologies from author Micah Solomon (today's best-known customer service and customer experience consultant) showing the reader how to perform effective and lasting customer service transformation at their own companies. * A dive into one of the hottest topics in business today: company culture, specifically how to build and sustaining a customer-centric company culture. * Case studies and anecdotes from the great customer-centric companies of our time. ALSO INCLUDED:* Special material throughout on diversity and inclusion from Jan Jones Blackhurst, EVP at Caesars International (and the first female mayor of Las Vegas) and Michael Hyter, renowned author of The Power of Inclusion. * Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize reader memory retention and make every insight actionable.