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…
How to Wow – Simple Acts That Make A Difference
When it comes to customer experiences, there’s a vast difference between “good” and “wow.” While “good” experiences meet customer expectations, “wow” experiences exceed them. “Wow” requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I expand on what it means…
Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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
Emotional Economics: Crafting Deeper Connections with Those You Serve
Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining…
A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration
Memorable experiences result in positive customer storytelling. To support the connection between memorable experiences and customer storytelling, let’s take a journey with “Joshie the Giraffe” and the Ritz-Carlton Amelia Island, Florida team. A Child’s Crisis and An Unforgettable Team Response When writing my book, The New Gold Standard about The Ritz-Carlton Hotel Company, Chris Hurn…
When It Comes To Customers, No Bad News Can Be Terrible News (Infographic)
In this week’s blog, I discussed about how you can effectively garner and leverage customer feedback. 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
Emotional & Cultural Value: Lessons from Inca Cola & Starbucks
Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink: Inca Kola. Developed in 1935 by Joseph Robinson Lindley, Inca Kola’s distinct lemon verbena…
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…
Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals (Infographic)
In this week’s blog, I discussed about how you can create memorable experiences. 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
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…
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