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Micah Solomon

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Micah Solomon

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, consultant, and keynote speaker and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is a regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review. A business leader and entrepreneur himself, Micah built his own company into a market leader in the manufacturing and independent entertainment field and was also an early investor in the technology behind Apple's Siri.

This article originally appeared on Inc.com on April 27, 2017. Read original article here. 

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How Conversocial Powers Customer Service Through Customer Connection

By Micah Solomon
May 4, 2017 4:20:43 PM
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Customer expectations, and customer behavior, are changing faster than ever. Here are five customer trends that will have a powerful effect on most businesses now or in the very near future.

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Five Important Trends in Customer Service Expectations

By Micah Solomon
Feb 21, 2017 2:11:44 PM
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There aren’t, I’m going to argue, such thing as “customers” in the plural. At any rate, the concept of “customers” in the plural, in the aggregate, isn’t anywhere near as useful a concept for business success as is the singular customer, the one right in front of you, the one on the phone, the one who is tweeting at you or engaging with you on Facebook Messenger.

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The Only Customer Who Matters is the One You’re Serving Right Now

By Micah Solomon
Feb 14, 2017 1:02:11 PM
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(That Will Help with the Rest of Your Customers Too)

All of your customers–in every single age bracket–have changed their expectations for how your business should treat them, due to the advent of digital and socially connected technologies. Although these digitally-driven changes are so widespread, they are most pronounced in the youngest major customer group: the large, digitally native generation, born 1980-2000 (give or take a few years).  

Millennial customers (the largest generation in both U.S. and world history, even larger than the baby boom at its height) have expectations that have been shaped by the generation’s lifetime immersion in the fast-evolving worlds of online commerce, search engines and on-the-go connectivity. For millennials, mobile phones have always been available. The Internet has always been on. These are customers who’ve rarely waited for letters to arrive by mail, who may have never waited in line at the bank, who’ve seldom had their musical choices limited to the radio or what can fit on a mass-marketed. Millennials have grown up at a time when it’s possible to align their shopping with their values—the chance to choose humane, green, fair trade, organic, employee owned and so forth, or not.

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Micah Solomon: 3 Essential Secrets of Serving Millennial Customers

By Micah Solomon
Feb 6, 2017 3:25:41 PM
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