Emotional & Cultural Value: Lessons from Inca Cola & Starbucks
Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink: Inca Kola. Developed in 1935 by Joseph Robinson Lindley, Inca Kola’s distinct lemon verbena…
Keeping Brand Promises – Delivering Experiences that Drive Referrals
The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…
The Art of “Otherness”: How Authentic Leadership Wins the Customer & Employee Vote (Infographic)
In this week’s blog, I discussed about winning the vote of your team members and customers and ensuring their trust and loyalty. 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…
Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals (Infographic)
In this week’s blog, I discussed about how you can create 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
Unleashing the Power of Customer-Centric Innovation (Infographic)
In this week’s blog, I discussed about developing a customer-centric innovation process. 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
Unleashing the Power of Customer-Centric Innovation
Leaders often resort to dramatic cost-cutting measures during economic downturns and high inflation. However, to achieve organic growth and sustainable profitability, a contrarian approach often pays dividends – especially in the context of customer-centric innovation. As we navigate continued economic uncertainties, let’s look at ways to address customer needs creatively. Understanding Innovation: Key Observations Two…
The Power of Metrics: Knowing Beyond Subjectivity (Infographic)
In this week’s blog, I discussed about selecting and tracking key customer metrics. 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.
Why You Must Overcome Continuous Partial Attention & How to Do It! (Infographic)
In this week’s blog, I discussed about executing consistent service excellence. 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.
Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum
My friend Scott Mckain wrote a powerful customer experience book titled, All Business is Show Business, which prompted me to wonder: What could a great show person teach us about customer experience design and delivery? To answer that question, I picked up P.T. Barnum’s book “The Art of Money Getting: Golden Rules for Making Money.” …
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner. According to the 2022 National Customer Rage Study: 74% of Americans reported product or service problems in the…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
