Driven to Delight

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth

Author Karen Salmansohn suggests: The most challenging times bring us the most empowering lessons. If Karen is correct, most of us have collected a lot of “empowering lessons” since 2020. Lest we forget, in the US alone, we’ve recently faced: COVID-19 Lockdowns Toilet Paper Shortages Civil Unrest Contentious Elections Supply-Chain Disruptions Staffing Challenges The Great…

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Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service

Is it just me, or have you noticed that it’s getting harder to get ahold of a human being when you need customer service? For example, some websites have replaced their customer service number with online forms. Other companies still provide a phone number, but when you call, you are instructed to contact the company…

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Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)

In this week’s blog, I discussed the ways to enhance customer relationships. 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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Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion

Here’s a question for you, one that I hope you’ll consider thoughtfully and answer honestly. Does your business complete transactions or create relationships? I suspect you will want to answer the question with “we create relationships,” since relational companies foster trust, enhance customer engagement, drive loyalty, and secure referrals. But do your behaviors really align…

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Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty (Infographic)

In this week’s blog, I discussed about my take on four key lessons from The Fred Factor. 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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What Would your Customers Actually Say? Mustering Courage to Observe the Truth (Infographic)

In this week’s blog, I discussed about six primary ways to drive convenience. 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. 9

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Join the Convenience Revolution – How to be Easier to do Business With

When I started working with and writing books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) in the early 2000s, Starbucks’ leaders sought to create the “third place.” Conceptually, the “third place” was a gathering location between work and home. When meeting at work was too formal and meeting at home was too…

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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.  

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How to Actually Show Gratitude – The Lost Art of Appreciation

I’ll say it, Your mom and dad were right; there are three magic words, “Please” and “Thank You.” Using words to acknowledge gratitude is part of developing social courtesy, but words like thank you must be supported by a grateful heart and appreciative action. In business (and more broadly in all aspects of life), the words…

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How to Design Wow – An Approach to Satisfy and Delight (Infographic)

In this week’s blog, I discussed the steps to design your next product/experience using the Kano model . 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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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article