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.
How to Emotionally Engage Your Customers Through Storytelling (Infographic)
In this week’s blog, I discussed about delivering engaging brand stories. 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…
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust (Infographic)
In this week’s blog, I discussed about executing well-received brand extensions. 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 All Business is Personal: Keys to Humanizing Business Success
A recurring theme throughout my career as an author, public speaker, and business consultant has been, “All business is personal.” Amidst the rush for revenue generation and product development, companies sometimes overlook the importance of fostering deep personal relationships with their employees and clientele. Here are four tips to drive sustainable success by “keeping it…
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…
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
You are likely in an industry where competition is fierce and customer retention is critical. Since globalization has led to products and services that are increasingly similar, a well-crafted and consistently executed customer experience is a powerful competitive differentiator. Here are four tips for designing and delivering differentiated customer experiences courtesy of my work with…
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.…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
