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Your Customer Is The Star: How To Make Millennials, Boomers and Everyone Else Love Your Business Paperback – July 11, 2015

by Micah Solomon (Author)

28 customer reviews

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Everything you need to know to transform your customer service experience and delight a new generation of customers. In this groundbreaking volume, America's top customer service authority explains how your customers have changed-and how the customer service and customer experience you provide needs to change as well.

This is true whether your customers are members of the enormous, unprecedented Millennial generation, the Baby Boomers, or otherwise.

Technology and demographics have changed dramatically over the last decade, but customer service has not kept up. The days of scripted service, employee uniforms, long lines and longer wait times are over. Your customers today don't want that, and they'll vote with their feet (or reviews) if you try to serve them more of the same.

Millennials in particular (customers born 1980-2000) are over 80 million strong in the U.S. alone, and they're unlike any customers you've ever had before. Millennials demand nearly-instantaneous and completely intuitive customer support. They reject hackneyed ideas of what "luxury" should mean. They actively search for brands and companies that can bring them authentic experiences that match their values.

The power of getting this right--and the hazards of getting this wrong--are immense. Since millennials share nearly all of their experiences via social media, the way you meet their expectations decides whether they'll choose to "Yelp your business a new one" or become true, digitally-empowered "brand ambassadors" for your business.

Just as important, what millennials want from you today represents what more and more customers, from every generation, will be asking for as well in the very near future. This means that regardless of the age of your target consumer, the information inside Your Customer Is The Star is of utmost importance to you and to the sustained success of your business.

Principles and subjects covered inside:
* The rise of the millennial generation as customers, their power and different expectations
* The up-trending of the millennial generation's expectations: How the expectations of millennials today are quickly spreading to the boomers and other generations
* The (unauthorized) Jetsons approach to customer service: How to decide which service tasks to assign to people, to automation, and even to robots
* The importance of authenticity: doing away with scripts, reconsidering name badges and uniforms, building something genuine for your customer to embrace
* Building a movie with your customer as the star
* Turning your business into a stage for customer relationships
* The importance of values and transparency
* The importance of ultra-speed in today's marketplace and with today's customers
* The "90% solution" to the customer loyalty challenge

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Editorial Reviews

Review

"The Millennial generation has made the customer service landscape more complicated than ever. Micah Solomon is the best and most experienced guy I know to guide you through this landscape, and he does it with humor, customer stories, and data." Jonathan Feldman, Contributing Editor, Information Week

Your Customer Is The Star takes us from a real assessment of the millennial generation as customers to the new loyalty dynamic to the relentless reinvention of customer experience that all companies must act on now. Always insightful, this book offers a unique perspective and is highly entertaining. The pages fly by." Rhonda Basler, Hallmark Business Connections

"Micah Solomon's new book from Forbes, Your Customer Is The Star, represents the best thinking in a growing field. If you manage a business or a brand, this is must reading." Professor Frank Allen Philpot, George Mason University School of Business

From the Author

Micah Solomon is a bestselling author, consultant, keynote speaker and thought leader on customer service, the customer experience, corporate culture, and hospitality. Micah Solomon specializes in building stellar, profitable customer experiences, company culture, 21st-century marketing, and social (and anti-social!) media.

Micah was recently named a "new guru of customer service excellence" by the Financial Post. His most recent full-length title, High-Tech, High-Touch Customer Service, as well as his perennial bestseller, Exceptional Service, Exceptional Profit have won multiple awards and been translated in more than a half-dozen languages. He is a regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review.

An hands-on entrepreneur and business leader himself, Micah used, hands-on, the techniques in question build his company into a market leader in the manufacturing and independent entertainment field--a story well known to readers of FastCompany and Seth Godin's marketing bestseller Purple Cow.

Micah was also an early investor in the Apple-related speech recognition technology behind Apple's Siri. His expertise extends into a variety of fields including patient experience in healthcare (opening keynote speaker, Cleveland Clinic Patient Experience summit) retail, hospitality, manufacturing, technology, banking and finance and other fields.Information, free resources, and speaking engagement information from Micah can be found at micahsolomon.com -- or email him directly at micah@micahsolomon.com

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Product details

Paperback: 92 pages
Publisher: CreateSpace Independent Publishing Platform (July 11, 2015)
Language: English
ISBN-10: 151172997X
ISBN-13: 978-1511729970
Product Dimensions: 6 x 0.2 x 9 inches
Shipping Weight: 6.7 ounces (View shipping rates and policies)
Average Customer Review: 28 customer reviews
Amazon Best Sellers Rank: #517,742 in Books (See Top 100 in Books)
- #623 in Books > Business & Money > Marketing & Sales > Customer Service
- #6896 in Books > Business & Money > Processes & Infrastructure

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Jason Erickson

Business is changing. You need to read this book

December 28, 2014

Format: Kindle EditionVerified Purchase

If you are a business owner like I am, I strongly recommend you pick up this book. Millennials are set to possess the greatest spending power of any generation to date and you need to know how they think and why they buy. Micah Solomon offers great insights into the Millennial generation and practical advice in how to engage them. (Being a millennial myself, I am still trying to figure out how he got inside my mind to such a degree…)

Also, as with Micah Solomon’s other books, his writing contains a lot of great information and data while being surprisingly entertaining at the same time. Read this book, you won’t regret it

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Will Biscan

I really enjoyed Your Customer is the Star

January 29, 2015

Format: Kindle EditionVerified Purchase

I really enjoyed Your Customer is the Star. I read the paragraphs about Megan Millennial's hypothetical day (laying out step by step how a millennial shops and what her expectations are) out loud to my family because I couldn't stop thinking about that part for days after it.

Thanks to Micah for keeping the book short and content-rich (rather than traditional length with filler) - I'm 35 years old (so just excluded from the millennial generation..on paper, anyway) and I learned a lot. This book is highly recommended.

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PickyPartyPlanner

Worth it

August 2, 2015

Format: Kindle EditionVerified Purchase

Great book for anyone that doesn't know or needs to remember to market to consumers from the "your dollars are King when you're the customer" perspective. Well written. Easy to read.

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Rotator Cuff

Treatment of the new generation.

July 20, 2017

Format: Kindle EditionVerified Purchase

A method to improve and inform about customer care/

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tarun

Brilliant

April 22, 2016

Format: Kindle EditionVerified Purchase

The book is well written , especially with real world examples. That separates this book from the others. Would recommend this to anyone who has to deal with customers on a day to day basis.

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dwheeland

Five Stars

August 8, 2016

Format: PaperbackVerified Purchase

Simply outstanding read and on point in every chapter!

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andres

Great level of details

January 7, 2015

Format: Kindle EditionVerified Purchase

Great level of details, Easy to read and Understand, Great examples that made me realized how much of a Millennial I am, A must read, sweet and short, straight to the point! really enjoyed.

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Steph Caragos

Continuous improvement for the new generation customer service

June 20, 2016

Format: Kindle EditionVerified Purchase

Customers these days have a new set of expectations ... this is a great way to learn about how to serve the biggest generation of customers ever.

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Most recent customer reviews

N Gabriel

Great book - a must read!

Love this book - very easy to read and a really practical handbook that can be used as a tool in any service business with lots of examples.Read more

Published 1 year ago

John A. Goodman

Great guidance on understanding and servicing Millennials

Micah first outlines five ways millennials differ from older generations, each of which has immediate implications for service design.Read more

Published on March 30, 2016

Patti Pestana

Five Stars

Love it, love it, love it!

Published on February 4, 2016

Jag Randhawa

Quick read and full of actionable items

Micah has again done a super job in highlighting the importance of “service culture” and put it in the context of delivering excellent service to meet he expectation of both...Read more

Published on October 12, 2015

L. Lewis

fast and easy read!

Interesting, fast and easy read!

Published on June 28, 2015

Brian E. Wolff

Outstanding practical content and easy read

Far and away some of the best and most resonant content about delivering the right customer service at the right time in the right way.Read more

Published on June 12, 2015

Grace Cooke

The Essential Guide to the Purchasing Preferences and Social Habits of the Millennial Generation

Micah Solomon’s essential—and very much on-target—new eBook, "Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business", breaks...Read more

Published on February 26, 2015

Amazon Customer

Your customer is the star:how to make millennials, boomer and everyone else love you business

Loved the authors history/ definition of the different generations and the way they think. Wish my boss would read this.

Published on February 14, 2015

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