Leadership Consulting

One of the Most Asked Questions: How Customer Experience Leaders Really Win (Infographics)

In this week’s blog, I discussed about moving toward world-class 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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Behavior vs. Score – How to Track What Actually Matters (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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There’s More to Service – 5 Ways to Help and Care (Infographic)

In this week’s blog, I discussed about how to attract and 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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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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Ten Ways to Keep Employees – Fundamentals for Robust Engagement

If I had my way, everyone would stop referencing Customer Experiences and Employee Experiences and instead would talk about Human Experiences. The rationale for my renaming preference is twofold: You can’t create excellent customer experiences if you don’t provide outstanding employee experiences. (If it doesn’t live inside your brand, it won’t live outside.) Our goal…

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How to Actually Win Customers – Move Astonishingly and Brazenly Fast

Racecar driver Mario Andretti once said that “if everything seems under control, you are not going fast enough.” Mario’s words transcend automobile racing and apply to customer experience delivery. Tidio recently conducted a study of more than 1,000 online shoppers and confirmed the importance of delivery speed. Specifically, the Tidio study notes: “The COVID-19 pandemic has…

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Winning the Customer Experience – How to Drive Customer Loyalty and Referrals

There are only FOUR ways to improve your customer experience. I refer to them as 3P’s and a T – which stands for Products People Process Technology   Let me give you a pictorial example from my Mercedes-Benz USA (MBUSA) work. The image to the right was taken in the MBUSA customer experience “war room”…

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Amping up Delight – How to Actually Maximize Customer Pleasure (Infographic)

In this week’s blog, I discussed about how to actually maximize customer pleasure. 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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Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix

The late Steve Jobs once said, “ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.” Last week, we focused on executing fixes in response to customer complaints. This week let’s talk about driving operational excellence, so customers don’t need to complain – especially in areas that bother them most.…

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Return on Experience – The Pot of Gold at the End of the CX Rainbow (Infographic)

In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail.  Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it.

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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