Client Experience Consulting

You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever

In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer engagement software and services supplier Verint highlights the importance of customer experience (CX) for how businesses will fare during this downturn.…

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Appreciating Customers Every Day – The Importance of Authentic Thanks

Thanks for spending time with me this year through my posts and books. I’m also grateful to people around the world who continue to entrust me to help them elevate team member and customer experiences. This time of year typically provides a time for reflection and a context for expressing gratitude. Specifically in the US,…

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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 CUSTOMER AWAY when it’s: 1) in your customer’s best interest,…

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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 speak to me about your CX journey, please go to josephmichelli.com/contact.…

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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, a professor of quality management at the Tokyo University of…

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Do You Want People to Repurchase? Become a Confidence Building Business (Infographic)

In this week’s blog, I discussed the ten ways to keep employees. 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.  

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Do You Want People to Repurchase? Become a Confidence Building Business

Read on ONLY if you want your existing customers to return and buy more from you. Unfortunately, fabulous products and exceptional services don’t guarantee repeat customers. Marketing messages and new products bombard us all, so we have to give customers reasons to repurchase. Here’s how. Help customers feel confident that they choose wisely, and Practice…

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Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)

In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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.

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Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)

In this week’s blog, I discussed about sparking delight across every 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.  

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Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix

The late Steve Jobs once said, “ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.” Last week, we focused on executing fixes in response to customer complaints. This week let’s talk about driving operational excellence, so customers don’t need to complain – especially in areas that bother them most.…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article