The Duct Tape Marketing Podcast with Micah Solomon
In this Duct Tape Marketing Podcast episode, I interviewed Micah Solomon, an expert on customer service, hospitality, and customer experience. He delves into the unique concept of anticipatory customer service and its powerful potential to enhance brand loyalty and drive business growth. He’s a bestselling author with a fresh perspective on how businesses can transform their customer service strategies to foster enduring loyalty.
In his latest book, “Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever,” Micah delves deep into the intricacies of customer service, making it an indispensable read for entrepreneurs eager to elevate their customer relations and propel business success.
Key Takeaway:
Anticipatory customer service is not just about reacting to a customer’s needs but predicting them. By serving even the unexpressed wishes of customers, businesses can create an unparalleled customer experience that fosters brand loyalty and catalyzes growth. In an era where customers crave personalization and a touch of anticipation, this approach is a game-changer in the marketing and customer service sectors.
Questions I asked Micah Solomon:
- [00:50] Define anticipatory customer experience.
- [01:44] Some suggest that loyalty is dead no matter how great your services are. Can you comment on that?
- [02:33] Is providing a great customer experience a referral tactic?
- [02:48] What is the secret shopper’s role?
- [04:38] How did you decide to specialize in this aspect of customer experience?
- [08:35] How do you recommend handling both unhappy and unreasonable customers?
- [12:11] How do you view customer service as a competitive advantage or profit center?
- [14:13] How important is community feedback in enhancing the customer experience?
- [17:22] What impact does AI have on customer service and experience?
- [18:52] How can people reach out to you or get a copy of your book?
More About Micah Solomon:
This episode of the Duct Tape Marketing Podcast is brought to you by:
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