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Ten Ways to Keep Employees – Fundamentals for Robust Engagement (Infographic)

In this week’s blog, I discussed the ten ways to keep employees. 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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Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions (Infographic)

In this week’s blog, I discussed about transitions in your business.  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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Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time (Infographic)

In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail.  Otherwise, this infographic visually highlights the content of the blog.    

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Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)

In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail.  Otherwise, this infographic visually highlights the content of the blog.  

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Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business (Infographic)

In this week’s blog, I discussed distinctions between customer loyalty and a rewards program.  For more information on the topic, please refer to the blog.   Otherwise, this infographic visually summarizes those distinctions and offers tips for building a successful customer incentive program. For more information please reach out to me using the contact tab.

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VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]

For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty, complexity, and ambiguity by first leading oneself, then leading teams, and finally leading the organization. If my team…

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Listening and Leading Customer Experience in Uncertain Times [Infographic]

I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the…

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The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

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Are Customers Getting Smarter than Business Leaders? [Infographic]

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…

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The Art and Heart of Successful Human Experience Training [Infographic]

If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. The “Surprisingly Kind” movement is an effort to increase service…

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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