Silo Busting Your Way to Customer Loyalty and Referrals
“We’d have happier customers if the sales team didn’t overpromise.” “Our customers would be more loyal if our service team was more responsive.” “Our systems don’t talk to each other. We need IT to fix our customer experience issues.” Alas, we’ve all seen how organization silos create friction and lead to customer experience breakdowns. When…
Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)
In this week’s blog, I discussed about increasing personalization 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
Customer Care vs. Speed of Service: Finding the Right Balance
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…
Starbucks – A Guide to Fostering Customer Connection
Starbucks, a brand synonymous with coffee, transcended the beverage sector by focusing on product differentiation, customer choice, and a customer experience (CX) brewed for efficiency and enriched human connection. My book, Leading the Starbucks Way, the second of two books I’ve written about the company (the first was The Starbucks Experience), took a deep dive…
How to Finish the Year Refreshed & Engaged – Reflecting and Revitalizing
As you prepare for Christmas, I have lightly modified a post from years ago. About 32 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it,…
Navigating the Holiday Rush with a Relationship-First Approach (Infographic)
In this week’s blog, I discussed about delivering relationship-first 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
Navigating the Holiday Rush with a Relationship-First Approach
In the thick of the holiday shopping frenzy, it’s all too easy for businesses to get lost in the pursuit of sales. However, based on my experience, the true art of holiday retail is selling while also nurturing relationships. The holiday season is more than a commercial opportunity; it’s a time when people seek connection,…
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 (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. 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
