Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)
In this week’s blog, I discussed about transforming your customer experience. 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 journey, please go to josephmichelli.com/contact
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Throughout this series, we’ve explored…
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched…
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on trust. This week we will highlight hospitality and in the weeks…
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on belonging, this week we highlight trust and in the weeks ahead…
Create Belonging | Customer Experience Excellence – The Airbnb Way
This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement. However, I’ve been receiving many requests to provide posts based on each of my customer…
It’s Emotional – Listen to the Feelings Behind the Words
Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. A couple of installments back I talked about…
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience, I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by noting “everything matters – that narrows it down, doesn’t it?” Certainly, no leader can drive perfection…