Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals
This is the first in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This initial post focuses on the strengths of technology-aided and human-powered customer experiences. Upcoming installments will highlight where and how to deploy technology and human contact across your customer’s journey. The…
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)
In this week’s blog, I discussed about how to gain insights from customer observations. 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
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders
Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey. As someone who has helped brands with all types of customer listening and observation, I can speak to the value of taking time to “shadow” those…
Porter’s Five Forces and the Power of Customer Loyalty (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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
Porter’s Five Forces and the Power of Customer Loyalty
Michael Porter’s “five forces analysis” is a strategic tool that’s been guiding business strategy for decades. When crafting my book Leading the Starbucks Way, I explored this framework through the lens of customer engagement and loyalty and will highlight my findings here. Porter’s Five Forces – A Quick Refresher For those unacquainted with Porter’s five…
Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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
Emotional Economics: Crafting Deeper Connections with Those You Serve
Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining…
A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration
Memorable experiences result in positive customer storytelling. To support the connection between memorable experiences and customer storytelling, let’s take a journey with “Joshie the Giraffe” and the Ritz-Carlton Amelia Island, Florida team. A Child’s Crisis and An Unforgettable Team Response When writing my book, The New Gold Standard about The Ritz-Carlton Hotel Company, Chris Hurn…
When It Comes To Customers, No Bad News Can Be Terrible News
During a recent consulting engagement, a senior leader posed a question that took me aback: “Should we be asking for complaints?” The ensuing discussion with the leader’s team was enlightening and reaffirmed some essential truths about customer feedback. Understanding the Value of Complaints Here are a few dynamics about customer feedback that emerged from our discussion:…
Your Customer Is Satisfied – Are They a Coupon Away from Leaving? (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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
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