Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) (Infographic)
In this week’s blog, I discussed about cultivating authentic customer service. 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
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)
Let’s build on last week’s post, which focused on authentic customer experiences provided by legendary brands I’ve worked with and written about, such as the Ritz-Carlton Hotel Company, Zappos, and Starbucks. Becoming known for extraordinary customer experiences requires consistently delivering expectation-exceeding service. It also requires creative, present, kind, and patient people to deliver or create…
Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2)
I have often suggested that a measure of a person and a brand is what people say about you when you are not around. My book “The Zappos Experience” includes many customer voices demonstrating how people talk about service brands that authentically care about them. For example, here’s an X (formerly Twitter) post: @ptubach “Went…
Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 2 of 2) – Infographic
In this week’s blog, I discussed about ensuring you deliver peace of mind to your customers. 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
Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 2 of 2)
Continuing from last week’s post on the importance of creating peace of mind for customers, let’s explore more actionable strategies that can elevate your customer experience, drive customer ease, and foster loyalty. Extraordinary customer experience companies make customers’ lives easier and more peaceful. Treating “peace of mind” as a value-add will distinguish your business from…
Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)
In this week’s blog, I discussed about empowering your team. 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
Autonomy and Guidelines – The Art of Front-Line Empowerment
Why do people leave employers? An outstanding customer experience professional shared, “I didn’t want to leave the company, but I didn’t have the authority to make things right for customers, and escalated issues didn’t get resolved.” Her experience highlights a significant issue in customer service management: the need for more empowerment for front-line employees. A…
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)
In this week’s blog, I discussed about transforming your 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
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…
Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss (Infographic)
In this week’s blog, I discussed about navigating challenges in a customer-centric way. 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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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
