Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
In this week’s blog, I discussed about creating a glocal 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
Cultivating Passion and Purpose: The Power of Rituals in Business
Many leaders constantly manage daily challenges or spend a lot of time “putting out recurring fires.” Others find a way to manage daily operational challenges with minimal effort – leaving ample time to ignite a passion for products, services, and customer experiences across their organization. In my book, Leading the Starbucks Way, I explore how…
How to Finish the Year Refreshed & Engaged – Reflecting and Revitalizing (Infographic)
In this week’s blog, I discussed about the gifts you gave and received this holiday season. 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
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals
This is the first in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This initial post focuses on the strengths of technology-aided and human-powered customer experiences. Upcoming installments will highlight where and how to deploy technology and human contact across your customer’s journey. The…
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)
In this week’s blog, I discussed about how to gain insights from customer observations. 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
Porter’s Five Forces and the Power of Customer Loyalty
Michael Porter’s “five forces analysis” is a strategic tool that’s been guiding business strategy for decades. When crafting my book Leading the Starbucks Way, I explored this framework through the lens of customer engagement and loyalty and will highlight my findings here. Porter’s Five Forces – A Quick Refresher For those unacquainted with Porter’s five…
Keeping Brand Promises – Delivering Experiences that Drive Referrals (Infographic)
In this week’s blog, I discussed about how you can create experiences in keeping with your brand promises. 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…
Keeping Brand Promises – Delivering Experiences that Drive Referrals
The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…
Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals
In my book, The New Gold Standard, I deeply dive into how operational excellence and process improvement lay the foundation for top-tier service, as exemplified by the ladies and gentlemen of the Ritz-Carlton. Let’s look at the spa in the Ritz-Carlton Dubai as an example. If you were to book a 45-minute massage at that…
The Power of Metrics: Knowing Beyond Subjectivity
“How do you know?” – a question I often ask as a consultant that carries immense value for business leaders. Quantifiable metrics are critical to continuous improvement, especially when it comes to understanding employee engagement levels or assessing customer loyalty. Imagine being asked to grade the quality of experiences you deliver to your core customer…
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