Human Performance

Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 1 of 2)

Leadership guru Brian Tracy has been kind enough to endorse several of my books, and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is, “Set peace of mind as your highest goal, and organize your life around it.” The older I get, the more I value…

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Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy (Infographic)

In this week’s blog, I discussed about achieving “customer loyalty beyond reason. 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

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Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy

Here’s an exercise: try going one day without seeing an advertising message. OK, how about an hour? Marketing messages are ubiquitous, appearing in unexpected places like the bottoms of golf holes. Every business talks to customers, but what makes that chatter banal or brilliant? Introduced by the global advertising network Saatchi & Saatchi in the…

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Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience

In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…

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Strengthening Teams Through Recognition (Inforgraphic)

In this week’s blog, I discussed about strengthening your team through recognition. 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

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Strengthening Teams Through Recognition

For customers to consistently feel understood and appreciated, staff must consistently feel understood and appreciated. While leaders and managers usually intend to listen to and recognize team members, those intentions often get lost amid daily challenges and demands. In the classic book, “The Carrot Principle: How the Best Managers Use Recognition to Engage Their Employees,…

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It Isn’t “Small” Talk: How to Build Rapport with Customers and Team Members (Infographic)

In this week’s blog, I discussed about building rapport with your customers and team. 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

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Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer (Infographic)

In this week’s blog, I discussed about driving a customer-centric culture. 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

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Scaling Your Business with Customer Magic – Part 2 (Infographic)

In this week’s blog, I discussed about sustaining growth through a focus on elevated 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

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Scaling Your Business with Customer Magic – Part 1 (Infographic)

In this week’s blog, I discussed about creating a differentiated customer experience. 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

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