Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)
In this week’s blog, I discussed the ways to enhance customer relationships. 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.
Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty
Recently, I had the good fortune to spend a month in a Tuscan farmhouse. In addition to alluring art, architecture, food, and wine, Italy is known for its “coffee counter culture.” This ritualistic morning trek involves standing shoulder-to-shoulder with other patrons to down an espresso or cappuccino and indulge in a pastry. Throughout Italy, coffee…
Join the Convenience Revolution – How to be Easier to do Business With (Infographic)
In this week’s blog, I discussed about six primary ways to drive convenience. 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.
Join the Convenience Revolution – How to be Easier to do Business With
When I started working with and writing books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) in the early 2000s, Starbucks’ leaders sought to create the “third place.” Conceptually, the “third place” was a gathering location between work and home. When meeting at work was too formal and meeting at home was too…
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success (Infographic)
In this week’s blog, I discussed about 5 classic “momisms” that can help elevate customer experiences. 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.
Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings (Infographic)
In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. 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.
Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings
Let’s assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase? Hopefully, you are removing friction and personalizing experiences by collecting customer preferences (more on that in a future newsletter) and…
How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)
In this week’s blog, I discussed about the ideas for creating your “Signature Moment”. 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.
Playing to Win: How to Think & Act Like Zappos
I started my book about Zappos with a tweet and a question. The tweet read: I saw Winnie the Pooh running through the parking lot. Yes, I work at Zappos! The question was: Zappos, what is Zappos? Here’s the short answer: Zappos is an online shoe and clothing retailer founded in 1999 by Nick Swinmurn…
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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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
