Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions
While most brands help customers feel valued, appreciated, and loved during the sales phase of their journey, customer love wanes after the sale is complete. Accordingly, customers often wonder, in the words of the 1961 Shirell’s song, “Will you still love me tomorrow?” The shift from sales to service is just one of many “transitional…
Moments of Truth – How to Master What Actually Matters to Customers
In 1981, Jan Carlzon saved Scandinavian Airlines by focusing on “Moments of Truth.” Six years later, he wrote a book titled Moments of Truth – New Strategies for Today’s Consumer-Driven Economy Carlzon described those moments as all interactions between a customer and an employee that lasted 15 seconds or more. While all customer-facing interactions are…
So You Want to Measure Customer Effort – 3 Things You Must Know (Infographic)
In this week’s blog, I discussed about 3 thing you must know in measuring customer effort. 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.
So You Want to Measure Customer Effort – 3 Things You Must Know
When the Greek philosopher Sophocles said, “success is dependent on effort,” he wasn’t thinking about 21st-century customer experiences. Today, in a consumer context, Sophocles might have said: “Customer success should require minimal customer effort! In last week’s newsletter, I offered a rationale for asking customers about the effort they exert to get their needs met…
Are You Easy? How to Drive Loyalty by Reducing Customer Effort (Infographic)
In this week’s blog, I discussed customer effort and why you should be measuring it. 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.
Are You Easy? How to Drive Loyalty by Reducing Customer Effort
When I was in high school, no one wanted to be described as “easy.” However, an “easy” customer experience is a different story! Let’s take a quick look at customer ease, how to measure effort, when to measure it, and why some customer effort can be positive. Overview of Customer Effort In 2008, the US…
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix
The late Steve Jobs once said, “ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.” Last week, we focused on executing fixes in response to customer complaints. This week let’s talk about driving operational excellence, so customers don’t need to complain – especially in areas that bother them most.…
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA…
Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to…
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