Unforgettable Experiences: Poignant Lessons on Authentic Care (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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.
Unforgettable Experiences: Poignant Lessons on Authentic Care
The Ritz-Carlton Hotel Company has long been synonymous with outstanding customer service and unforgettable experiences. Here’s a touching example of a memorable experience from my book. Laura Gutierrez, a Ritz-Carlton HR Director, learned about 13-year-old Natalie’s battle with cancer from Natalie’s eighth-grade teacher, Mrs. Lewis. In response, the Ritz-Carlton team sprang into action, arranging a…
Service Recovery: How to Apologize and Build Strong Customer Relationships
The Ritz-Carlton Hotel Company is renowned for exceptional guest experiences. In my book I share my work with leaders at this iconic service brand and how those leaders ensure consistently elevated service levels. I also note that NO business (not even the Ritz-Carlton) can deliver FLAWLESS experiences. Since service breakdowns are inevitable, let’s look at…
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
In my books, The Starbucks Experience and Leading the Starbucks Way, I’ve shared many lessons from frontline team members (referred to as partners at Starbucks). While leadership approaches to customer experience are critical, I’ve found that some of the most powerful insights on creating customer loyalty come from those in the trenches with customers daily.…
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches (Infographic)
In this week’s blog, I discussed about key strategies for business success. 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.
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches
There are many ways to make money, but all involve choosing and executing an effective strategy. Let’s look at four common business approaches: Product-focused strategy emphasizes having the best product at the best price. Companies that follow this approach aim to reduce costs to make products more competitive rather than investing in improving their service.…
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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.
VUCA and YOU – How to Lead in Ambiguous Times
Final Installment in the Series This ends my four-part series on managing the challenges of living in and leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). If you missed any posts in this series, they begin here. This installment focuses on the A in VUCA – Ambiguity. The editorial team at Indeed describes business ambiguity…
VUCA and YOU – How to Thrive in Complex Times
Third in a Series This four-part series addresses strategies for managing the challenges of living in and leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). If you missed the first installment (which puts VUCA in a historical context and offers strategies for managing the V in VUCA – Volatility), you can find it here. The…
What is VUCA & How do YOU Thrive in Volatile Times? (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with Volatilty. 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
