Unveiling the Secrets of Customer Experience Excellence with Micah Solomon

During our expert opinion series, we interacted with another industry veteran who shared untold secrets about CX and its impact on business growth. Micah Solomon, a celebrated CX consultant, author, and speaker, discusses his journey, strategies, and philosophies that help businesses thrive by putting customers at the heart of their operations. 

The Fascination Behind a Career in CX

Solomon’s obsession with improving customer experience began so early that he recalls pointing out service flaws even as a child. His professional journey took off when he co-authored a book about creating legendary hospitality principles. Inspired by his experience building a manufacturing business and his co-author’s tenure with The Ritz-Carlton Hotel Company. Since then, he’s written four books and worked with some of the most customer-centric brands worldwide. 

The Fundamentals of Exceptional Customer Service

Solomon emphasizes that good customer service starts with selecting the right people for the job. Using his memorable WETCO framework, he identifies the key personality traits of effective customer service representatives: 

• Warmth 
• Empathy 
• Teamwork 
• Conscientiousness 
• Optimism 

Additionally, he advises companies to: 

1. Match the style of service to the customer and venue. 
2. Avoid the “cliff of dissatisfaction” by meeting customers’ expectations of timeliness. 
3. Adapt to the rapidly changing digital and social media-driven landscape. 

De-escalating a Furious Customer: The MAMA™ Method

Handling angry customers is a common challenge in CX, and Solomon has a proven system for de-escalating such situations: 

1. Make time to listen. 
2. Acknowledge and, if appropriate, apologize. 
3. Achieve a Meeting of Minds to align on solutions. 
4. Act promptly and follow up. 

This structured approach ensures customers feel heard, respected, and supported. 

The Power of Recognition in Customer Experience

Solomon believes that recognition is one of the most overlooked aspects of CX. He shares the story of a longtime customer, Mrs. Gold, who owns a large number of cats. By taking a few seconds to personalize interactions—playfully referencing her “menagerie” of cats—the company delivers a “wow of recognition” that transforms a transactional call into a memorable moment. 

On Writing and Future Projects

Solomon’s latest book, Ignore Your Customers (and They’ll Go Away): The Simple Playbook to Deliver the Ultimate Customer Service Experience, offers a roadmap for creating exceptional CX. It’s available now, with a paperback release coming in August. 

When asked about future books, Solomon teased the idea of a memoir titled Paid to Complain, humorously adding his wife’s suggested subtitle: (But My Wife Listens for Free). 

Takeaway 

Micah Solomon’s insights reinforce the idea that customer experience is both an art and a science. By hiring the right people, personalizing interactions, and employing structured recovery methods, businesses can transform ordinary services into extraordinary experiences.