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…
Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings (Infographic)
In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. 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.
Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings
Let’s assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase? Hopefully, you are removing friction and personalizing experiences by collecting customer preferences (more on that in a future newsletter) and…
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer (Infographic)
In this week’s blog, I discussed about how to actually care for every customer. 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.
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer
Charles Swindoll once said: We have a choice every day regarding the attitude we will embrace for the day. Life is 10% what happens to us and 90% how we react to it. Our attitude is everything. When delivering outstanding customer experiences (CX), our attitude might not be everything, but attitude is foundational to success.…
How to Actually Show Gratitude – The Lost Art of Appreciation (Infographic)
In this week’s blog, I discussed about how to actually show gratitude. 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.
Why Send Customers Away – The Art of Building Trust and Loyalty (Infographic)
In this week’s blog, I discussed the are of building trust and loyalty. 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.
Why Send Customers Away – The Art of Building Trust and Loyalty
How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You SHOULD SEND YOUR CUSTOMER AWAY when it’s: 1) in your customer’s best interest,…
How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)
In this week’s blog, I discussed about the ideas for creating your “Signature Moment”. 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.
How to Crush Signature Moments – The Art of Subtly Delighting Customers
Can you keep a secret? Ok, here goes. Not all moments in a customer journey are created equal. All right, maybe that’s not a secret, but many business leaders haven’t thought about the moments that matter most to their customers. Worse yet, they haven’t tried to create a “moment” that differentiates their brand from…
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