University of Minnesota - UMN Executive Leadership Insights
Can Your Customer Service Do This?
Book

Can Your Customer Service Do This?

Create an Anticipatory Customer Experience that Builds Loyalty Forever

Micah Solomon
McGraw-Hill, 2023
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Editorial Rating

7

Qualities

  • Well Structured
  • Background
  • For Beginners

Recommendation

Many brands are failing to connect with customers, providing mediocre or unsatisfactory customer experiences, says customer service expert Micah Solomon. Learn how transforming your approach to customer service, by anticipating customers’ needs before they themselves do, can differentiate you from the competition. Today’s customers want to feel valued and find near instant solutions to their problems, and serving their needs requires the work of skilled, purpose-driven and empowered customer service agents. Solomon’s playbook offers leaders a wealth of practical guidance on creating iconic customer experiences.

Summary

Stand apart from the competition by providing iconic customer service experiences.

Many organizations are either dropping the ball when it comes to customer service or achieving only the bare minimum, leaving customers “merely satisfied.” But these subpar approaches don’t build loyalty, meaning you risk losing customers to your competition. Transform your approach to customer service by surpassing “baseline” standards for customer service – simply giving customers what they want after they ask for it – and excelling at “anticipatory customer service.” This requires knowing your customers’ needs better than they do themselves and giving them what they want before they even ask. Endeavor to provide “gold touch customer service,” improving your relationship with customers by going the extra mile, serving their needs with more effort than expected and answering questions with unexpected thoughtfulness.

When you give consumers exceptional service, you stand out from the competition, which means you don’t get stuck in the “commodity zone,” a place you end up when people view your company as interchangeable with others providing similar products. ...

About the Author

Micah Solomon is president and CEO of the consulting firm Four Aces, Inc., as well as a customer service expert, working as a consultant, author, trainer, speaker and content creator.

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