The Importance of Service to Stand Out – Micah Solomon

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on the importance of service in the hospitality industry and how businesses can stand out, drive word of mouth, and succeed.

• Examples of service excellence (01:06) – How companies like Ritz-Carlton and Audi of America use exceptional service as a competitive advantage.
• The impact of word of mouth (01:58) – How word of mouth and online reviews influence customer decisions and the importance of creating memorable customer experiences.
• Challenges and opportunities in hospitality 04:21) – Observations on the hospitality industry over the past five years, including the impact of COVID-19 and rising customer expectations.
• Cost-effective ways to improve service (05:35) – Strategies for improving service without significant capital investment, such as focusing on customer interactions and avoiding ineffective cost-cutting measures like check-in kiosks.
• Personalized guest experiences (06:32) – The importance of personalized service and how different guests have different preferences, including the use of mobile check-in options.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands