Customer Experience Keynote

The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog (Infographic)

In this week’s blog, I discussed about creating a magical 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

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The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog

Let me introduce you to company that has and continues to provide customer magic – Macquarie Technology Group (or Macquarie for short.) I’ve worked with the CEO and the senior leadership team at Macquarie for years and watched this upstart telecommunication company fight off a government-backed legacy provider and well-funded competitors. Macquarie has demonstrated meteoric…

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Navigating Growth and Innovation: Insights for Your Business

In the quest for business growth and expansion, obstacles range from ensuring cultural consistency to maintaining excellence in new ventures. Here are a few actionable insights on overcoming growth challenges – at scale. They are gleaned from my work with Starbucks and excerpted from the two books I’ve written about them: Maximize image Edit image…

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Injecting Fun into Your Business Culture: A Lesson from Zappos (Infographic)

In this week’s blog, I discussed about the benefits of infusing fun in your workplace. 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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Elevating Customer Service: A Guide for Business Leaders & Managers

A Hit and a Miss Recently, I called two companies for service. The first made it easy for me to find their contact number, answered and routed my call swiftly, and provided a personal, helpful, and warm experience. The second sent me through a failed “automated phone tree” experience and finally routed me to a…

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Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best (Infographic)

In this week’s blog, I discussed about driving customer 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  

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Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best

What might we learn about customer loyalty from Apple, Intel, and Alphabet (Google)? A recent study by DesignRush ranks these tech giants at the top for customer loyalty among Fortune 100 companies. So, let’s explore five customer engagement lessons from this group: Leverage Social Media Effectively and Build a Tribe: Apple’s social media engagement success…

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How to Build Customer Loyalty Through Service Recovery

Even the world’s most customer-centric companies have service breakdowns! Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Research from Amy Smith and Ruth Bolton shows customers remember effective service recovery more than the initial error. Studies also show that customers who experience a service…

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Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)

In this week’s blog, I discussed about creating a glocal 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 

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Cultivating Passion and Purpose: The Power of Rituals in Business

Many leaders constantly manage daily challenges or spend a lot of time “putting out recurring fires.” Others find a way to manage daily operational challenges with minimal effort – leaving ample time to ignite a passion for products, services, and customer experiences across their organization. In my book, Leading the Starbucks Way, I explore how…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
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