How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)
In this week’s blog, I discussed about the ideas for creating your “Signature Moment”. 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 (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.…
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.
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.
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
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)…
Moments of Truth – How to Master What Actually Matters to Customers (Infographic)
In this week’s blog, I discussed about four tips for owning arrival moments and customer perceptions of belonging. 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…
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently, high profile incidents at American Airlines (a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the mother’s…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
