Stick the Landing – How to Use the Peak End Theory to Amaze Customers
In gymnastics, it’s referred to as “sticking the landing.” I’ll call it “creating memorable endings.” In the prior two installments of this three part-series on Moment’s-that-Matter (MTMs), I’ve focused on beginnings and transitions. This newsletter spotlights highs and lows across your customer’s journey and how to manage those ups and downs in relation to the…
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.
Moments of Truth – How to Master What Actually Matters to Customers (Infographic)
In this week’s blog, I discussed about four tips for owning arrival moments and customer perceptions of belonging. 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…
Moments of Truth – How to Master What Actually Matters to Customers
In 1981, Jan Carlzon saved Scandinavian Airlines by focusing on “Moments of Truth.” Six years later, he wrote a book titled Moments of Truth – New Strategies for Today’s Consumer-Driven Economy Carlzon described those moments as all interactions between a customer and an employee that lasted 15 seconds or more. While all customer-facing interactions are…
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 (Infographic)
In this week’s blog, I discussed customer effort and why you should be measuring it. 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.
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…
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time
As you get ready for Valentine’s day, you might want to pay particular attention to the boxes and bows. Did you know that in America alone, we spend over 2.6 billion dollars annually on wrapping paper and ribbons? I was reminded of the “power of bows” while consulting for and writing a book about Mercedes-Benz…
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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