Client Experience Design

Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss

Starbucks Author and Consultant As someone who worked with Starbucks leadership when Howard Schultz was at the helm and since I’ve authored two books about the company (The Starbucks Experience and Leading the Starbucks Way), I look to the brand for lessons in prosperous and challenging times. This appears to be a season of challenge…

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It’s Not a Sprint – It’s a Marathon: Balancing/Strengthening/Resting for Peak Performance (Infographic)

In this week’s blog, I discussed about maximizing purposeful rest to drive sustained high performance. 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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It Isn’t “Small” Talk: How to Build Rapport with Customers and Team Members (Infographic)

In this week’s blog, I discussed about building rapport with your customers and team. 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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Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best (Infographic)

In this week’s blog, I discussed about driving customer loyalty. 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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Porter’s Five Forces and the Power of Customer Loyalty

Michael Porter’s “five forces analysis” is a strategic tool that’s been guiding business strategy for decades. When crafting my book Leading the Starbucks Way, I explored this framework through the lens of customer engagement and loyalty and will highlight my findings here. Porter’s Five Forces – A Quick Refresher For those unacquainted with Porter’s five…

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Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink: Inca Kola. Developed in 1935 by Joseph Robinson Lindley, Inca Kola’s distinct lemon verbena…

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Why You Must Overcome Continuous Partial Attention & How to Do It!

Former Apple & Microsoft executive Linda Stone coined the term “continuous partial attention” to describe repeatedly splitting attention between multiple sources. Most of us think of this as multi-tasking. In the context of serving customers, “continuous partial attention” is a growing challenge for service professionals – mainly thanks to electronic devices. You’ve likely received subpar service…

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Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum

My friend Scott Mckain wrote a powerful customer experience book titled, All Business is Show Business, which prompted me to wonder: What could a great show person teach us about customer experience design and delivery? To answer that question, I picked up P.T. Barnum’s book “The Art of Money Getting: Golden Rules for Making Money.” …

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Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management

Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner. According to the 2022 National Customer Rage Study:  74% of Americans reported product or service problems in the…

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Why All Business is Personal: Keys to Humanizing Business Success

A recurring theme throughout my career as an author, public speaker, and business consultant has been, “All business is personal.” Amidst the rush for revenue generation and product development, companies sometimes overlook the importance of fostering deep personal relationships with their employees and clientele. Here are four tips to drive sustainable success by “keeping it…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
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