Micah Solomon

keynote speaker • consultant • author • Forbes.com contributor

• customer service • customer experience • customer engagement • company culture • consumer trends • innovation • hospitality • millennial customers • entrepreneurship

Micah Solomon is a keynote speaker, consultant, thought leader, and bestselling author in the fields of customer service, customer experience, company culture, hospitality, innovation, entrepreneurship, and leadership.
Micah offers keynote speeches, half-day workshops, webinars, and training on the following topics, customized to your specific audience, business situation, and challenges. Micah travels throughout the U.S. and around the world. He works independently and through reputable speaker bureaus. His areas of focus are as follows:

Customer Service • Customer Experience • Hospitality • Consumer Trends • Millennial Customers • Company Culture and Culture Change • Customer Service Culture • Business Growth • Entrepreneurship and Intrapreneurship • Leadership • Innovation • HR, Talent Management and the Customer Experience • Sales as Powered by Service • B2B and B2C Customer Service Essentials • Patient Experience and Patient Satisfaction
(See below for specific speech topics and additional information)
Speaking Topics (also available as extended workshops)
Note: Keynote content will be adjusted in level for executives, management, frontline employees, or (most commonly) a mix of these attendees, depending on your expected audience.
1. Exceptional Service, Exceptional Profit
Based on Micah's #1 bestselling book, Exceptional Service, Exceptional Profit. How to deliver five-star customer service and build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton Hotel Company (with whom Micah has collaborated on two bestselling books), Zappos, USAA Insurance, Starbucks, Nordstrom, and more.
2. Maximum Viable Culture™
In this proprietary keynote, Micah shows you how to master the unique factors that allow you to achieve a supremely positive company culture through purpose, standards, positive peer pressure, and leadership that leads to self-leadership, based on his work with and insights into some of the great companies of today, from Zappos to the Ritz-Carlton Hotel Company to Apple, USAA Insurance and beyond. Keynote can be adjusted in level to leadership, management, frontline employees, or (most commonly) a mix of these attendees.
3. A Spy in the House of Business™: Secrets of Seeing Your Company with Fresh Eyes, From the Guy Who’s Seen Everything
Micah Solomon is the person the greatest companies of our time hire to mystery shop and assess their customer service and customer experience. In this drop-dead engaging keynote, he shares his insights, secrets uncovered (some details changed for privacy, of course), and how you, at your own business, can make the changes needed and start seeing your own company with fresh eyes–before you need to bring Micah in to save you.
4. The Heart of Hospitality: Leadership and Frontline Secrets
This Hospitality Industry-specific topic is based on Micah Solomon’s writings for Forbes Media and his groundbreaking hospitality industry book The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. It features wisdom and innovative insights from The Ritz-Carlton Hotel Company, Virgin Hotels, Danny Meyer, Four Seasons Hotels and Resorts, as well as other luminaries and innovators in the industry, including great independent hotel, inn, and restaurant operators at every star level and price point.
5. Ignore Your Customers (and They’ll Go Away)
Bring your organization’s level of customer service up to where it belongs with these actionable insights for frontline employees and/or management and leadership (content will be adjusted based on your audience) on the kind of behaviors and service mindset that leave an indelible mark on customers–that you can put into practice today, and start building loyalty and "customer ambassadors" right away. Based on Micah Solomon's exclusive work with and insight into the greatest companies in every industry, from Forbes-rated Triple Five Star hotels to B2B companies that wow their wholesale customers, to the greats of brick and mortar retail and eCommerce (including Zappos and Amazon) as well. 
6. Internal Customer Service: Serving The People Who Serve Our Customers
Internal customer service--serving our own colleagues, employees, superiors and vendors–is every bit as important as external customer service (serving the end user). In this well-known and popular keynote and/or workshop, Micah explains what matters in internal customer service and how to be truly exceptional in its delivery. 
7. B2B Customer Service
B2B (business to business) customer service makes the world of commerce go round, yet often fails to get the respect and attention it deserves. Micah Solomon is one of the few thought leaders committed to giving the B2B sector its due, and in this popular keynote and/or workshop, he helps inspire and in struct B2B organizations and employees in how to provide truly exceptional service and a standout customer experience.
8. The Jetsons Effect: Building A Future-Ready Customer Service Experience
The millennial generation of customers (born 1980-2000) is even larger than the baby boom generation, and will soon represent the largest buying power in the marketplace of any generation in history. Are you ready to serve them, profit from them, and keep them coming back? Micah’s renowned research and writing on the subject for Forbes.com enliven this unique presentation. 
9. Kickstarting a Culture of Innovation
How to stimulate–and sustain–a culture of innovation in an organization of any size and industry. Features practical, actionable insight in an engaging format, as well as Micah’s unique and famous 25 Innovation Prompts™ approach to sparking innovation in all areas of your company, product, and service.
10. Turbocharge Growth Through Entrepreneurship and Intrapreneurship
How to build and sustain an entrepreneurial culture, with lessons from Micah's own experience and broadly applicable research.
11. The Jetsons Effect: Building A Future-Ready Customer Service Experience
One of the challenges of our time is deciding where to put more, or less, human interaction into customer service and the customer experience. Using a fun yet useful framework of the Jetsons cartoon vision of the future, as well as much practical insight and examples, Micah helps you address self-service, timeliness, and other key issues of a future-friendly customer service experience. 
12. Powering Sales Success Through Service
Customer service and the customer experience are the secret weapons of today's great sales organizations. Micah Solomon shows how to power sales through an improved customer focus. With hands-on lessons and insights from top B2C and B2B companies in the U.S. and worldwide, including Apple, Virgin, Zappos, and more, and insights into all consumer demographics from millennials to boomers and beyond.
13. How Talent Management and HR Drive Great Customer Experiences
The greatest customer-focused organizations are also the most HR-obsessed. Micah Solomon illustrates and drives actionable insights via hands-on examples from great organizations that include The Ritz-Carlton Hotel Company, Zappos, Virgin, Nordstrom, Cleveland Clinic and Mayo Clinic, with specific insights into the millennial generation, boomers, and beyond.

“I’d go anywhere to hear this true business and customer service celebrity speak.”
– Hollis Tibbetts, Software Strategy Director for Global Mergers and Acquisitions, Dell Inc.

"Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it’s good business."
Seth Godin, author of Purple Cow and Tribes

“This is the way to run a customer-centered company.”
– Ken Blanchard, co-author, The One Minute Manager®

“Micah gets it, and he can sell it! He is a thoroughly enjoyable and informative authority, and our GM’s really enjoyed his presentation at our recent annual meeting.”
– Eric Calderon, Chief Operating Officer, Auberge Resorts

“Micah Solomon explains with great savvy how to survive the perils of working with social media, customer data, and the digitally self-reliant consumer.”
– Jay Coldren, Vice President, Lifestyle Brands, Marriott International

“Micah Solomon conveys an up to the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.”
– Steve Wozniak, Apple co-founder

“Bring Micah to your organization to hear what he has to say. It will change your business.”
– Jon Mueller, 800-CEO-READ

“Micah Solomon is a keynote speaker who is wired to the changing expectations of today’s consumers, and his lessons on customer loyalty are fresh and relevant!”
– Linda M. Gobler President, Michigan Grocers Association

“Micah is engaging and entertaining while providing true specifics. You will leave with very practical ideas on how to improve your company.”
– Michele Livingston, Senior Vice President, Umpqua Bank

Industries of Particular Focus and Interest:

  • The Automotive Industry
  • Associations and Franchisee Groups
  • The Automotive Industry and Automotive Retailing
  • B2B, the Building Trades, and Manufacturing
  • Country Clubs, Athletic Clubs, and related Membership Organizations
  • Entertainment and the Music Industry
  • Financial Services
  • Government – Federal, State, Municipal & Local, as well as Contractors to these Entities
  • Healthcare, Hospitals, and Medical Practices (Patient Satisfaction and Patient Experience)
  • HNWI-focused organizations and industries
  • Higher Education and K-12 Education
  • Homecare and Assisted Living
  • The Hospitality Industry (clients include some of the great hotels and brands of our time)
  • The Insurance Industry
  • Real Estate
  • Retail, Ecommerce, and Omnichannel
  • Retail Banking and Credit Unions
  • SaaS
  • Spas, Salons, and related operators in the Service Industry
  • Technology, IT, Information Services
  • The Travel Industry
  • The Hospitality Industry (clients include some of the great hotels and brands of our time)
  • The Insurance Industry
  • Law Firms & The Legal Industry
  • Marketing and PR Firms
  • Mortuary services and Deathcare
  • Nonprofit Organizations and Philanthropies
  • Real Estate
  • Retail, Ecommerce, and Omnichannel
  • Retail Banking and Credit Unions
  • SaaS
  • Spas, Salons, and Related Operators in the Service Industry
  • Technology, IT, Information Services
  • The Travel Industry

  • Keynote Speaking
  • Consulting and Company Initiatives
  • Training, Workshops, Webinars
  • Professional Writing
  • Corporate Content Creation and Thought Leadership
  • Discreet Mystery Shopping with Action Report™
Topics & Expertise:
  • Customer Service
  • Customer Experience
  • Hospitality
  • Consumer Trends
  • Millenial Customers
  • Company Culture
  • Customer Service Culture
  • Building a Culture of Innovation
  • HR, Talent Management and the Customer Experience
  • Leadership
  • Sales as Powered by Service
  • B2B and B2C Customer Service Essentials
  • Patient Experience
  • Entrepeneurship and Intrapreneurship

Recent Client Keynotes
  • NFLPA (National Football Players Association)
  • Michigan Grocers Association
  • PICPA (Pennsylvania Inst. of CPAs)
  • WACRA (80 airlines’ joint customer support organization)
Banking and Financial Services
  • SunTrust Retail Banking Summit
  • Microsoft Banking Conference (Moscow)
B2B and Manufacturing
  • Allied Steel Buildings
  • Brainshark
City And State Government
  • The City of Asheville, (NC)
Contact Center And CRM Events
  • Microsoft Dynamics CRM Launch
  • MBCE Denmark
  • Talentum Events (Helsinki)
  • Zendesk (Nationwide multi-city tour as their “customer service hero”)
Education: K-12
  • Tacoma (Washington) Public School System: (seminars/training for Principals and Support Staff)
  • Buena Park School District (Orange County, CA) (district-wide customer service initiative)
  • Entrepreneurship Program, Brown University
  • Entrepreneur Organization (EO)
  • Cleveland Clinic
  • MedHOK
  • Prohealth Primary Practice
Higher Education
  • Brown University
  • George Mason University
Hospitality Industry
  • Auberge Hotels and Resorts
  • Capella (Solis) Hotels
  • Hospitality Design Expo & Summit
  • Scandic Hotels (Copenhagen)
  • Relais & Chateaux North America
  • Virgin Hotels
Insurance Industry
  • BHS Insurance
  • Capitol Benefits
  • W. R. Berkley Corporation
Law Firms, Legal Industry
  • Dow Lohnes, PLLC, Attorneys At Law
Not For Profit
  • Operation Smile
  • Capitol Benefits
  • Carolina Senior Marketing
Patient Experience
  • Cleveland Clinic (Opening Keynote Speaker, Patient Experience Summit)
Photography Industry
  • Panasonic National Dealers’ Summit
  • Photo Marketing Association Annual Conference
Professional Firms
  • ECG Management Consultants
  • PICPA (Pennsylvania Inst. of CPAs)
  • Walmart
  • EasyFairs Citywide Retail Conference (Stockholm)
  • Retail Customer Experience Summit
  • Cox Communications
  • Nextiva
  • Nuance
  • Oracle
  • Microsoft (multiple keynotes)
  • Zendesk
Theme Parks
  • Six Flags Theme Parks
U.S. Government
  • U.S. Patent and Trademark Office (USPTO)
  • The Office of the Comptroller of the Currency (OCC)

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience, as well as a renowned expert on innovation, entrepreneurship, and leadership. 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 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.
His broad expertise touches also on the patient experience in healthcare, retail, automotive, education (K-12 and higher education), hospitality, manufacturing, technology companies (including SaaS and Information Services), telecom, banking and financial services, the insurance industry, law firms and the legal industry, and the not for profit and governmental sectors.
Smiley face Micah Solomon conveys an up to the minute and deeply practical take on customer service, business success, and the twin importance of people and technology. Smiley face
– Steve Wozniak, Apple co-founder