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…
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…
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
Elevating Customer Service: A Guide for Business Leaders & Managers (Infographic)
In this week’s blog, I discussed about elevating your service levels. 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 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…
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
How to Build Customer Loyalty Through Service Recovery (Infographic)
In this week’s blog, I discussed about enhancing service recovery in your business. 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 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…
Are You Glocal?: How to Balance Brand Consistency with Community Connection
Are you GLOCAL? In other words, is your brand consistently recognizable in all your markets while uniquely relevant to each market? I first encountered the terms “glocal” and “glocalization “over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks’ “glocalization”…
Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)
In this week’s blog, I discussed about increasing ritual in your business. 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
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
