245: Micah Solomon, How Customer Service REALLY is the New Marketing

Micah Solomon, author of Ignore Your Customers (and They’ll Go Away)

Micah Solomon and Bill Ringle discuss how to mine the valuable insights your customers share without letting them hurt you or your people for small business leaders.

>>> Visit MyQuestforTheBest.com for complete show notes and more expert advice and inspiring stories to propel your small business growth.

Top 3 Take-Aways from this Interview

  • Customer service is the new marketing. Positive or negative, it’s what determines the public’s impression of your company more than ever before.
  • If you neglect your customers, it’s probably going to hurt you more than it hurts them.
  • Make it clear from the first days of an employee’s tenure that the way things are done around here is with customer-focused flexibility.

Tweet-Ready Insights from this Episode

Most companies don't know about the goal and how to provide participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet We all have a problem with commoditization if we sell through Amazon.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet Satisfactory excellent service is when you provide functioning product, nice people provide it, you deliver it on time.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet For exceptional customer service you need participatory customer service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet Participatory customer service is when you actually able to provide what customer is hoping for even before they ask for it. >> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet Participatory customer service provider listens deeply to spoken and unspoken needs, builds trust and provide expert guidance along the process to make a win-win outcome.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of… Click To Tweet Leaders needed to applaud staff when their staff make an extra mile to serve their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet Sales staff should have more breathing space to be able to effectively assist their customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet We want to 'decommoditize' and make connections with our customers.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet You, your company, and your employees should be embracing those few moments that are left to provide excellent customer service, human to human service.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your… Click To Tweet Offer an alternative solution and an apology that is likely to make your ‘no’ easier to accept.>> #MQ4B Ep245 with Micah Solomon (@micahsolomon), author of Ignore Your Customers (and They'll Go Away) Click To Tweet

Interview Insights

Read the Show Notes from this Episode

  • Micah shared who inspired him [1:27]
  • What does top customer service looked like and why is it rare today? [2:35]
  • Micah talks about participatory customer service [03:40]
  • Can you give an example of a company that provides participatory customer service? [04:18]
  • Micah discusses if it’s expensive to provide excellent customer service [09:48]
  • What are some other things that business leaders can do to differentiate themselves from their competitors? [12:13]
  • Talks about timeliness apropos excellent customer service experience [17:01]
  • How does successful companies deal with the cliff of satisfaction? [17:40]
  • What’s some insight or advise you can offer to ask better questions or events to have an opportunity to ask customers if something went well [24:45]
  • How can you use social media to extend your customer service? [26:01]

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Expert Bio

Micah Solomon delivers his expertise on customer service, the customer experience, consumer trends, hospitality, and company culture to major companies.

He is a consultant, keynote speaker, trainer, and training designer on these subjects, and the author of several  books including Ignore Your Customers (And They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

Company leaders call on Micah to mystery shop and transform their company’s customer service and bottom-line results — and he is known as “the customer service turnaround expert.”

Solomon is a senior contributor to Forbes.com and his expertise has been featured in The New York Times, Harvard Business Review, Inc., Bloomberg Businessweek, ABC, CBS, and NBC.

Contact Info for Micah Solomon

Web address: www.micahsolomon.com

Travels from: Seattle, WA

Social  Media Links:

Books Authored by the Micah Solomon

Resources Mentioned During the Interview

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