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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...
The Book Bandit
Mila and her younger brother Evan are ready for bed and about to choose a bedtime story from their bookshelf. But WAIT! The bookshelf is completely empty! Not one book in sight! Had they simply vanished? Were they stolen? If so, by who? Was it the reclusive Raccoon, the sneaky Snake, or could it be the grumpy Grizzly Bear? Join them on their adventure as they travel through enchanted forests, over icy mountains and across moonlit lakes to solve the Mystery of the Missing Books!
Sell Your Music!
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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-...
Demystifying Your Business Strategy
While scores of strategic management books have been written, many books fail to take into consideration the influences that shape and constrain managers’ ability to formulate and execute well-thought out strategies. Demystifying Your Business Strategy acknowledges and harnesses those influences, providing practitioners with a helpful new approach to developing and maintaining a competitive advantage. In this book, David Lei and John W. Slocum offer readers a comprehensive overview of the drivers of evolutionary advantage, recognizing that sources of competitive advantage for any organization will necessarily shift and evolve in response to changes in the industry environment. Demystifying Your Business Strategy also offers practical insights on how to spot "inflection points" of strategic transition and identify signals that indicate when an organization needs to develop a new source of competitive advantage. With in-depth discussion of the four different types of business strategies that many firms pursue and the strategic disciplines that support them, this book can provide significant insight and direction to managers at all levels within an organization.
The Dragon Squisher, Volume 1
Meet Nigel: digger of latrines, shoveler of poop, and the single greatest threat to all the humans, elves, dwarves, and halflings of Esteria. Desperate to escape from military school and return to his carefree life as the village no-goodnik, Nigel sees the king's declaration of war on the gorks as the perfect opportunity to flee, since he's pretty sure his latrine-digging skills aren't going to do much good on the front line. But his escape efforts have a habit of backfiring, and by the time he and his arch-frenemy are banished from the kingdom and sent on an impossible quest for a (probably bogus) magical artifact, the humans of Amerigorn find themselves longing for the good old days when t...
Wishing on a Dream
Tobin Parks has been described as a cross between Janice Joplin, Aretha Franklin, Joan Baez, Reba McIntyre, and a little bit of Elvis thrown in for balance. She’s at the top of every chart, and with her sultry voice and bad girl image, she has no trouble attracting screaming fans to her concerts, women to her bed, and paparazzi to her doorstep. Kiersten Bradley is riding the wave of her dream. The inventor and CEO of JOLT, a popular energy drink, Kiersten is having a phenomenal year of success. When Tobin Parks comes knocking on her door asking JOLT to be the sponsor of her next guaranteed blockbuster tour, Kiersten passes. Linking her company’s name to Tobin’s is a public relations nightmare waiting to happen. Both professional and personal sparks fly when the two strong-willed, very public women meet. Kiersten will not risk everything she has worked for, even for the chance to make millions, and Tobin is determined to have JOLT has her sponsor.
