Employees Aren’t Happy – Here are 5 Ways to Reverse the Trend (Infographic)
In this week’s blog, I discussed about driving employee engagement. 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.
Six Essentials to Actually Achieve Lasting Success (Infographic)
In this week’s blog, I discussed about ways to enhance customer experience leadership. 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.
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service (Infographics)
In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. 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 Design Wow – An Approach to Satisfy and Delight
Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let’s look at the Kano model, developed by Dr. Noriaki Kano, a professor of quality management at the Tokyo University of…
Playing to Win: How to Think & Act Like Zappos (Infographic)
In this week’s blog, I discussed the five elements of Zappos’ culture that warrant attention. 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.
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.
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.
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…
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
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…
How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond
If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
