Know Your Customer – How to Seize Opportunities and Engage Loyalty
Let’s imagine you have a friend who owns a restaurant, and your friend asks you the following question: Out of necessity during the pandemic, I replaced paper menus with QR code accessible digital menus. Should I continue with the digital menus, or am I keeping them more for my cost savings as opposed to customer…
Cut the Clutter: How to Create Customer Delight By Making Less More (Infographic)
In this week’s blog, I discussed about how to create customer delight by making less more. 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.
Cut the Clutter: How to Create Customer Delight By Making Less More
According to Colin Powell (US Secretary of State and Chairman of the Joint Chiefs of Staff), “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I’ve argued that extraordinary customer experience brands are also GREAT SIMPLIFIERS. In a world where customers want:…
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.
Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions (Infographic)
In this week’s blog, I discussed about transitions in your business. 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.
Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions
While most brands help customers feel valued, appreciated, and loved during the sales phase of their journey, customer love wanes after the sale is complete. Accordingly, customers often wonder, in the words of the 1961 Shirell’s song, “Will you still love me tomorrow?” The shift from sales to service is just one of many “transitional…
So You Want to Measure Customer Effort – 3 Things You Must Know
When the Greek philosopher Sophocles said, “success is dependent on effort,” he wasn’t thinking about 21st-century customer experiences. Today, in a consumer context, Sophocles might have said: “Customer success should require minimal customer effort! In last week’s newsletter, I offered a rationale for asking customers about the effort they exert to get their needs met…
Are You Easy? How to Drive Loyalty by Reducing Customer Effort
When I was in high school, no one wanted to be described as “easy.” However, an “easy” customer experience is a different story! Let’s take a quick look at customer ease, how to measure effort, when to measure it, and why some customer effort can be positive. Overview of Customer Effort In 2008, the US…
What’s Love Got to Do With It? – How to Conquer Customers’ Hearts (Infographic)
In this week’s blog, I discuss the role of love in business and tips for winning the heart of your customer. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
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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