Customer-centricity

Starbucks – A Guide to Fostering Customer Connection

Starbucks, a brand synonymous with coffee, transcended the beverage sector by focusing on product differentiation, customer choice, and a customer experience (CX) brewed for efficiency and enriched human connection. My book, Leading the Starbucks Way, the second of two books I’ve written about the company (the first was The Starbucks Experience), took a deep dive…

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The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips (Infographic)

In this week’s blog, I discussed about positioning your customer experience strategy for success. 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 Finish the Year Refreshed & Engaged – Reflecting and Revitalizing (Infographic)

In this week’s blog, I discussed about the gifts you gave and received this holiday season. 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 Finish the Year Refreshed & Engaged – Reflecting and Revitalizing

As you prepare for Christmas, I have lightly modified a post from years ago. About 32 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it,…

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Navigating the Holiday Rush with a Relationship-First Approach (Infographic)

In this week’s blog, I discussed about delivering relationship-first 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 

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Navigating the Holiday Rush with a Relationship-First Approach

In the thick of the holiday shopping frenzy, it’s all too easy for businesses to get lost in the pursuit of sales. However, based on my experience, the true art of holiday retail is selling while also nurturing relationships. The holiday season is more than a commercial opportunity; it’s a time when people seek connection,…

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Customer Experience Excellence Hinges on Knowing Your Competencies (Infographic)

In this week’s blog, I discussed about how to deliver a differentiated 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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Customer Experience Excellence Hinges on Knowing Your Competencies

In my youth, I wanted to be “all things to all people” or at least “most things to most people.” Slowly and sometimes painfully, my customer experience consulting career has taught me the importance of simplifying my focus. Rather than constantly adapting to the needs of every customer who contacts you, sustained success comes from…

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Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends

In an era where customer options are seemingly endless, the quest for loyalty is both challenging and mission critical. That journey to customer advocacy starts at the top, with leaders crafting and steering a customer experience vision. Here are five examples and tips for leaders to drive customer loyalty: Prioritize Response Times with Smart Technology:An…

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Thankful Leadership – Why & How to Develop a Grateful Culture (Infographic)

In this week’s blog, I discussed about how to drive a culture of gratitude. 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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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