Client Experience Consulting

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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Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)

In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail.  Otherwise, this infographic visually highlights the content of the blog.  

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Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes

I’m not a fan of the line, “a customer complaint is a gift.” I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). However, the gifts I want to receive come from positive experiences.  Those gifts are loyalty and referrals – not complaints. Accordingly,…

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Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business

In prehistoric days – before Starbucks had a loyalty program – I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28 times a month and, in the process, diminish perceived product value.” Fast forward to the 2008 recession, and Starbucks…

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Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)

In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail.  Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it.

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Return on Experience – The Pot of Gold at the End of the CX Rainbow

Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: “If you think customer experience is a destination, you don’t understand the journey.” Since customer experience elevation (for internal and external customers)…

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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