Why You Must Overcome Continuous Partial Attention & How to Do It! (Infographic)
In this week’s blog, I discussed about executing consistent service excellence. 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.
How to Emotionally Engage Your Customers Through Storytelling
Years ago, the late Tony Hsieh (then CEO of Zappos) invited me to present at a Zappos All Hands meeting as part of my book launch for: As always, I welcomed the opportunity to work with Tony and present to Zapponians (Zappos team members). Their high-energy culture is infectious. (To see my 14-minute Zappos presentation…
Beyond Good Intentions – Keys to Executing for Customers (Infographic)
In this week’s blog, I discussed about executing consistent service excellence. 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.
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner. According to the 2022 National Customer Rage Study: 74% of Americans reported product or service problems in the…
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Let’s assume you are trying to expand your product line or improve your service delivery model. How much change should you attempt? As context for that question, here’s an excerpt from my book, The Zappos Experience Brand positioning experts will tell you that every company is given “permission” by consumers as to how far they…
Why All Business is Personal: Keys to Humanizing Business Success (Infographic)
In this week’s blog, I discussed about humanizing the experiences you deliver. 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.
Unforgettable Experiences: Poignant Lessons on Authentic Care (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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.
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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.
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
You are likely in an industry where competition is fierce and customer retention is critical. Since globalization has led to products and services that are increasingly similar, a well-crafted and consistently executed customer experience is a powerful competitive differentiator. Here are four tips for designing and delivering differentiated customer experiences courtesy of my work with…
Service Recovery: How to Apologize and Build Strong Customer Relationships
The Ritz-Carlton Hotel Company is renowned for exceptional guest experiences. In my book I share my work with leaders at this iconic service brand and how those leaders ensure consistently elevated service levels. I also note that NO business (not even the Ritz-Carlton) can deliver FLAWLESS experiences. Since service breakdowns are inevitable, let’s look at…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
