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The Heart of Hospitality
Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Shar...
Ignore Your Customers (and They'll Go Away)
The ultimate 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. This book gives a step-by-step plan 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 and 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. In Ignor...
High-Tech, High-Touch Customer Service
Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they’re a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn’t changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer’s expectations of the way you do business. You’ll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who ...
Exceptional Service, Exceptional Profit
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that mi...
Computer Forensics JumpStart
Launch Your Career in Computer Forensics—Quickly and Effectively Written by a team of computer forensics experts, Computer Forensics JumpStart provides all the core information you need to launch your career in this fast-growing field: Conducting a computer forensics investigation Examining the layout of a network Finding hidden data Capturing images Identifying, collecting, and preserving computer evidence Understanding encryption and examining encrypted files Documenting your case Evaluating common computer forensic tools Presenting computer evidence in court as an expert witness
Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever
Today’s most sought-after “customer service sleuth” and turnaround expert unlocks the secrets to transforming customer service and building unshakeable customer engagement and loyalty 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 with brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association―shares everything he knows, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-...
Applied Artificial Intelligence
This bestselling book gives business leaders and executives a foundational education on how to leverage artificial intelligence and machine learning solutions to deliver ROI for your business.
A Commentary on Micah
In this masterful commentary, respected biblical scholar Bruce Waltke carefully interprets the message of the prophet Micah, building a bridge between Micah's ancient world and our life today. Waltke's Commentary on Micah quickly distinguishes itself from other commentaries on this book by displaying an unprecedented exegetical thoroughness, an expert understanding of historical context, and a keen interest in illuminating the contribution of Micah to Christian theology. Tackling hard questions about date and authorship, Waltke contends that Micah himself wrote and edited the nineteen sermons comprising the book. Waltke's clear analytical outline leads readers through the three cycles of Micah, each beginning with an oracle of doom and ending with an oracle of hope, decisively showing that hope wins over doom. Learned yet amazingly accessible, combining scholarly erudition with passion for Micah's contemporary relevance, this book will well serve teachers, pastors, and students alike.
The Deep
ONE OF NPR’S BEST BOOKS OF 2019 The water-breathing descendants of African slave women tossed overboard have built their own underwater society—and must reclaim the memories of their past to shape their future in this brilliantly imaginative novella inspired by the Hugo Award–nominated song “The Deep” from Daveed Diggs’s rap group clipping Yetu holds the memories for her people—water-dwelling descendants of pregnant African slave women thrown overboard by slave owners—who live idyllic lives in the deep. Their past, too traumatic to be remembered regularly, is forgotten by everyone, save one—the historian. This demanding role has been bestowed on Yetu. Yetu remembers for eve...
The Case for Culture: How to Stop Being a Slave to Your Law Firm, Grow Your Practice, and Actually Be Happy
Most lawyers don't set out to be business owners. They become business owners when they open their own law firm, and from that point forward, their work tends to become disconnected and chaotic. They're so busy with HR, bookkeeping, and marketing that they're lucky to have twenty minutes a day to work on cases. Many lawyers are drowning, which contributes to the profession's unsettling levels of alcoholism, drug addiction, and depression. Eric Farber knows what it feels like to be, as he puts it, "running in scarcity." He did it for years before discovering the secret to turning things around: putting culture first. In The Case for Culture, Eric gives lawyers the wisdom and tools they need to transform themselves and their culture. By creating a community of people and rallying them around a shared mission, you'll build a law practice that will take care of you, not the other way around. If you want to grow your practice and be happy, it starts with culture.
