Amping up Delight – How to Actually Maximize Customer Pleasure
In my last newsletter, I highlighted twelve forms of pleasure outlined by Professors Costello and Edmonds. Those dimensions are creation, exploration, discovery, difficulty, competition, danger, captivation, sensation, sympathy, fantasy, camaraderie, and subversion. Let’s take a moment to focus on four of the twelve (discovery/sensation/fantasy/camaraderie) and give you examples of how you can amplify each of…
Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)
In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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.
Customer Satisfaction vs Delight? Make the Choice for Business Survival
You probably don’t want to read the following sentence. Up to 75% of customers who leave your business are likely satisfied or highly satisfied with your products and services. How fair is that? Fair or otherwise, customers aren’t making purchase and loyalty decisions based on satisfaction – they choose based on emotion! Alan Zorfas and…
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.
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience
As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative metric which I refer to as TOHE (Top of Heart Engagement). I…
Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience
I design experiences. It’s a wonderful gig – especially given the remarkable brands that entrust me to help them engage their team members and customers. It’s also an amazing time to be a designer since tools like augmented, virtual, and mixed reality enable us to provide immersive and highly interactive experiences. I suspect you read…
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
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 (Infographic)
In this week’s blog, I discussed about 3 thing you must know in measuring customer effort. 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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