Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings (Infographic)

In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about...
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Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings

Let's assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase? Hopefully, you are removing friction and personalizing experiences by collecting...
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Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer (Infographic)

In this week’s blog, I discussed about how to actually care for every customer. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about...
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Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer

Charles Swindoll once said: We have a choice every day regarding the attitude we will embrace for the day. Life is 10% what happens to us and 90% how we react to it. Our attitude is everything. When delivering outstanding customer experiences (CX), our attitude...
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How to Actually Show Gratitude – The Lost Art of Appreciation (Infographic)

In this week’s blog, I discussed about how to actually show gratitude. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX...
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How to Actually Show Gratitude – The Lost Art of Appreciation

I'll say it, Your mom and dad were right; there are three magic words, "Please" and "Thank You." Using words to acknowledge gratitude is part of developing social courtesy, but words like thank you must be supported by a grateful heart and appreciative action. In business...
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Why Send Customers Away – The Art of Building Trust and Loyalty (Infographic)

In this week’s blog, I discussed the are of building trust and loyalty. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your...
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Why Send Customers Away – The Art of Building Trust and Loyalty

How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You SHOULD SEND YOUR...
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How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)

In this week’s blog, I discussed about the ideas for creating your "Signature Moment". For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about...
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How to Crush Signature Moments – The Art of Subtly Delighting Customers

Can you keep a secret? Ok, here goes. Not all moments in a customer journey are created equal.   All right, maybe that's not a secret, but many business leaders haven't thought about the moments that matter most to their customers. Worse yet, they haven't...
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How to Design Wow – An Approach to Satisfy and Delight (Infographic)

In this week’s blog, I discussed the steps to design your next product/experience using the Kano model . For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To...
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How to Design Wow – An Approach to Satisfy and Delight

Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let's look at the Kano model, developed by Dr. Noriaki Kano,...
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