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…
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.…
How to Design Wow – An Approach to Satisfy and Delight
Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let’s look at the Kano model, developed by Dr. Noriaki Kano, a professor of quality management at the Tokyo University of…
Playing to Win: How to Think & Act Like Zappos (Infographic)
In this week’s blog, I discussed the five elements of Zappos’ culture that warrant attention. 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.
Playing to Win: How to Think & Act Like Zappos
I started my book about Zappos with a tweet and a question. The tweet read: I saw Winnie the Pooh running through the parking lot. Yes, I work at Zappos! The question was: Zappos, what is Zappos? Here’s the short answer: Zappos is an online shoe and clothing retailer founded in 1999 by Nick Swinmurn…
Being the Ritz Carlton of Your Industry: How to Deliver Delight (Infographic)
In this week’s blog, I discussed the 5 lessons on fostering service excellence and elevated 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.
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer
Have you been to Seattle, Washington? If so, you’ve probably visited or heard about the Pike Place Fish Market. In case you missed it, let me clue you in on Pike Place Fish and provide three customer experience lessons from this special 1,400-square-foot retail space. I was fortunate to work with Johnny Yokoyama, the owner…
One of the Most Asked Questions: How Customer Experience Leaders Really Win
I’m fortunate to consult with many companies that deliver extraordinary customer experiences (CX) – some of which are featured in my books. Because of that work, media and social media interviewers often ask me: What are the commonalities of “best in class” customer experience businesses? Here are five characteristics to consider as you evaluate the…
Behavior vs. Score – How to Track What Actually Matters (Infographic)
In this week’s blog, I discussed the ten ways to keep employees. 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.
Behavior vs. Score – How to Track What Actually Matters
Let’s assume you believe your organization is providing an outstanding customer experience (CX). As a consultant, the first question I would ask about that perceived CX excellence would be: How do you know? Hopefully, your “proof points” will include a blend of 4 sources: Customer Stories (received from team members and informal discussions with customers)…
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