Your Customers Are Changing Fast, Are You?
In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way, I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard Schultz’s leadership, Starbucks was positioned as a “third place” where -people came together in an environment less…
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy…
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics)
In this week’s blog, I discussed about creating unexpected and mutually beneficial partnerships. 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
Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2) (Infographic)
In this week’s blog, I discussed about cultivating authentic customer service. 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
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…
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
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…
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)
In this week’s blog, I discussed about transforming your 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
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…
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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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
