General

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

In this week’s blog, I discussed about how to gain insights from customer observations. 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  

View Post about Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

How to Wow – Simple Acts That Make A Difference (Infographic)

In this week’s blog, I discussed about how you can drive emotional engagement. 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  

View Post about How to Wow – Simple Acts That Make A Difference (Infographic)

How to Wow – Simple Acts That Make A Difference

When it comes to customer experiences, there’s a vast difference between “good” and “wow.” While “good” experiences meet customer expectations, “wow” experiences exceed them. “Wow” requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I expand on what it means…

View Post about How to Wow – Simple Acts That Make A Difference

Emotional Economics: Crafting Deeper Connections with Those You Serve

Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining…

View Post about Emotional Economics: Crafting Deeper Connections with Those You Serve

A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration (Infographic)

In this week’s blog, I discussed about how you can drive 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

View Post about A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration (Infographic)

Your Customer Is Satisfied – Are They a Coupon Away from Leaving?

You’ve likely heard someone say, “Customer satisfaction is not enough.” While that might initially sound counterintuitive, considerable research supports the statement. The Fallacy of Satisfaction Invariably, you’ve stayed at a hotel that met all your basic needs. The room was clean, the price was reasonable, and the overall experience was fine. In essence, you were satisfied, but…

View Post about Your Customer Is Satisfied – Are They a Coupon Away from Leaving?

Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

In my book, The New Gold Standard, I deeply dive into how operational excellence and process improvement lay the foundation for top-tier service, as exemplified by the ladies and gentlemen of the Ritz-Carlton. Let’s look at the spa in the Ritz-Carlton Dubai as an example. If you were to book a 45-minute massage at that…

View Post about Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

The Power of Metrics: Knowing Beyond Subjectivity

“How do you know?” – a question I often ask as a consultant that carries immense value for business leaders. Quantifiable metrics are critical to continuous improvement, especially when it comes to understanding employee engagement levels or assessing customer loyalty. Imagine being asked to grade the quality of experiences you deliver to your core customer…

View Post about The Power of Metrics: Knowing Beyond Subjectivity

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.” …

View Post about Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum

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…

View Post about Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management

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