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Micah Solomon: The Art of Exceptional Customer Experience

In this episode of Brainfluence, we welcome guest Micah Solomon, a renowned customer service expert, to explore the nuances of "Iconic Customer Service." Micah delves into the delicate balance between providing personalized service without crossing into intrusiveness, introducing his "gold touch" method as a way to enrich customer interactions. Throughout the conversation, they tackle various challenges companies face, such as the ones Princess Cruise Lines encounters in delivering personalized service. Importantly, Micah emphasizes the significant impact of language on brand identity and the intricate relationship between customer service agents, AI, and customers. Micah describes the importance of employee happiness in creating a positive customer experience, advocating for fair compensation and thorough empathy training. Furthermore, Solomon discusses the adoption of technology to create anticipatory and seamless customer experiences, insisting on keeping it unobtrusive to maintain human-centric service. Micah Solomon's new book is, "Can Your Customer Service Do This?," which delves deeper into his principles of creating customer service that's not only responsive but also anticipatory, ensuring that loyalty lasts forever. Show notes, resources, audio, text: https://www.rogerdooley.com/micah-sol... Book: https://amzn.to/3QdhFo1 [00:00] Intro [02:15] Personalized Service Balance [04:40] The "Gold Touch" Method [07:25] Princess Cruise Lines Challenges [10:00] Effective Customer Service Language [12:35] AI in Customer Service [15:20] Employee Benefits and Loyalty [18:45] Empathetic Service and Training [21:30] Anticipatory Experience Technology [24:05] Budget vs Luxury Hospitality [26:40] Home-Like Experiences at Hyatt [29:15] Role of Frontline Managers [31:50] Google's AI Pervasiveness [34:20] AI and Customer Interactions [36:55] Healthcare Experience Impact [40:30] Patient-First Culture [43:10] Micah's Contact and Book [45:45] Conclusion and Show Notes [48:00] Micah's Expertise and Recognition [50:35] Customer Experience Analysis [53:10] Mystery Shopping Critique [55:45] Anticipatory Service and Amazon [58:20] Staffing Challenges