Thankful Leadership – Why & How to Develop a Grateful Culture (Infographic)
In this week’s blog, I discussed about how to drive a culture of 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
Thankful Leadership – Why & How to Develop a Grateful Culture
Five years ago, I posted the following: My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is that the magic of these words extends well beyond…
Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business
This is the second in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This post focuses on the intersection of human service and technologies like AI across customer journey phases. It provides tips on delivering technology with human service in ways that exceed customer…
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
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…
How to Wow – Simple Acts That Make A Difference
When it comes to customer experiences, there’s a vast difference between “good” and “wow.” While “good” experiences meet customer expectations, “wow” experiences exceed them. “Wow” requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I expand on what it means…
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 (Infographic)
In this week’s blog, I discussed about how you can drive memorable experiences. 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
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:…
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