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.…
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.
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,…
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)…
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA…
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