CX Book Gems #20: "Can Your Customer Service Do This?" by Micah Solomon
Book summary of "Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever" by Micah Solomon.
This week’s book is Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever by Micah Solomon.
📘 Book Summary
In Can Your Customer Service Do This?, Micah Solomon challenges businesses to go beyond standard customer service and embrace "anticipatory" service—proactively meeting customer needs before they even arise. Solomon provides a comprehensive guide filled with actionable insights for organizations looking to create an iconic customer experience that builds lasting loyalty. By focusing on a purpose-driven team, leveraging both human interaction and technology, and ensuring meaningful, personalized connections, businesses can differentiate themselves in the competitive marketplace.
A merely satisfied customer belongs to the marketplace. A loyal customer belongs to you.
💎 3 CX Gems
1. Anticipatory service creates lasting loyalty
Most companies offer baseline customer service—addressing customer concerns as they arise. However, anticipatory service involves predicting customer needs and meeting them before the customer asks. This proactive approach not only delights customers but also transforms them into loyal advocates for your brand. Solomon highlights that businesses must strive to understand customer pain points and preemptively address them.
Nearly every customer has a desire to be recognized, to be seen as a unique individual.
2. Empower a purpose-driven team
Solomon emphasizes the importance of instilling purpose-driven behavior in your team. A motivated team, empowered with clear values and autonomy, will find innovative solutions to customer issues without requiring constant oversight. A clear, mission-driven approach aligns employees with your brand's goals and encourages them to exceed customer expectations.
Empowerment is essential for bringing a purpose-driven culture to life.
3. Combine technology with human connection
While technology plays a crucial role in delivering fast, efficient service, it should complement—not replace—human interaction. Solomon advocates for a blend of digital tools and personal connection, ensuring that customer interactions are as smooth and meaningful online as they are in person. By leveraging AI and digital platforms to assist customers while maintaining a personal touch, companies can cater to modern expectations without sacrificing customer relationships.
Every business, no matter how brick-and-mortar it may be, should be as good on the technology side of how it interacts with customers as fully digital, entirely e-commerce players are.
✅ 3 Actionable Tips
Train employees to think ahead and anticipate what a customer might need next. Empower them to take the initiative in providing solutions before they’re asked.
Distill your company’s mission into a concise, memorable statement that resonates with your employees. Ensure that every team member understands how their role directly impacts the customer experience and give them the autonomy to solve problems on the spot.
Implement a "triangular model" where AI and human agents work in harmony. Use technology to enhance the customer experience, but ensure your employees are trained to maintain human empathy and connection in every interaction.
Can Your Customer Service Do This? delivers a practical, actionable framework for businesses striving to elevate their customer service and stand out in a crowded market. By focusing on anticipatory service, empowering purpose-driven employees, and combining human and technological strengths, organizations can build lasting relationships with their customers. In today’s fast-paced world, it’s the brands that anticipate needs, provide seamless solutions, and connect personally that will win the loyalty of customers.