Customer Experience Keynote

Bitter to Loyal: How to Move Customers from Detractors Into Advocates (Infographic)

In this week’s blog, I discussed about ways to flip customers from detractors to advocates. 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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Bitter to Loyal: How to Move Customers from Detractors Into Advocates

Let’s imagine an irate customer calls your business and is being transferred to you. Now, fast-forward to the end of your call and imagine that this once disgruntled customer says, “Thank you, I am a customer-for-life and will tell all my friends.” OK, I’ll admit service recovery is seldom that extreme, but when you manage…

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You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever (Infographic)

In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. 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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Appreciating Customers Every Day – The Importance of Authentic Thanks (Infographic)

In this week’s blog, I discussed about ways to drive a culture of team member and customer appreciation. 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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Appreciating Customers Every Day – The Importance of Authentic Thanks

Thanks for spending time with me this year through my posts and books. I’m also grateful to people around the world who continue to entrust me to help them elevate team member and customer experiences. This time of year typically provides a time for reflection and a context for expressing gratitude. Specifically in the US,…

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Are You Winning Tomorrow? How to Really Create Lasting Customer Success

The world of customer care is littered with industry terms. Let’s quickly dive into the three most commonly used phrases and then focus on elements that matter most to customers. To get started, I’ll describe three concepts related to caring for people (whether we call those people – team members, employees, customers, clients, patients, users,…

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What Would your Customers Actually Say? Mustering Courage to Observe the Truth

The founder and former CEO of Amazon, Jeff Bezos said, “brands are what people say about you when you are not around.” Over the years, I modified that quote to suggest that “customer experiences are little more than what people say or post about you.” Recently, I’ve reconsidered the accuracy of Bezos’ quote and my…

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Was Your Mother Right? Classic Wisdom at the Heart of Customer Success

  Delivering customer experience excellence is as simple as listening to your mom! When I was 13, I thought I knew everything, and my parents knew nothing. Eight years later, I was less sure of myself, and my parents seemed to have gotten a lot smarter. Out of respect for parental wisdom, let’s look at…

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How to Spark EI and CX – Igniting Empathy and Emotional Skill (Infographic)

In this week’s blog, I discussed about how to spark EI and CX. 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 Spark EI and CX – Igniting Empathy and Emotional Skill

If you want to deliver elevated customer experiences (CX), select people with emotional intelligence (EI) and help them develop their full potential. As you probably know, Daniel Goleman is the principal researcher, theorist, and author on EI. His work suggests emotional intelligence is comprised of five key skill sets: Self-awareness – Your ability to identify…

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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