Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences (Infographic)
In this week’s blog, I discussed about delivering exceptional experiences in high-volume times. 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
Elevating Employee Wellbeing: The Key to Workplace Success
The shift to hybrid and remote work arrangements has revolutionized how we approach work-life balance. Many employees enjoy the flexibility of working from home, and as Gallup reports, 93% of remote-capable workers prefer to maintain some level of remote work in their schedule. But is flexibility enough to improve employee well-being? Research from Gallup and…
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences (Infographic)
In this week’s blog, I discussed about forging rapidly scaling memorable and consistent customer 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
Transforming Service into Experience: The Power of Personal Connection
Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Here’s an example from Capital One that highlights how a business can transform a simple service interaction into an unforgettable experience. A…
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints (Infographic)
In this week’s blog, I discussed about creating end-to-end customer 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
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints
Some years ago, I read a Harvard Business Review article titled “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan, and Conor Jones. My key takeaway from the article is that transactional touchpoints can distort a company’s true understanding of customer engagement. More importantly, they can misrepresent how customers behave towards the company. According…
Customer Experience (CX) Day – Celebrating the Power of Partnership (Infographic)
In this week’s blog, I discussed about forging strategic partnerships that serve others. 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 Experience (CX) Day – Celebrating the Power of Partnership
About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University, contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs. President Joseph Hopkins After some due diligence, I am glad I said “yes” to being a visiting assistant professor of service…
Are you a Lovemark? The Journey to Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Let’s switch venues: how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomenon of Starbucks weddings and receptions since I worked on my first book about the company…
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth
The recently announced partnership between Starbucks and Mercedes-Benz definitely grabbed my attention. I’ve consulted for and written about both brands but had yet to conceptualize them working together. This somewhat unusual partnership addresses mutual goals and allows us to “think beyond” our obvious partnership opportunities. The Starbucks and Mercedes-Benz Collaboration Starbucks announced a strategic collaboration…