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 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…
Being the Ritz Carlton of Your Industry: How to Deliver Delight
The Ritz-Carlton Hotel Company carries an experience excellence mystique. Inspired by the company’s namesake, Cesar Ritz (who said “the customer is always right”), the brand continues to be synonymous with luxurious and nurturing guest experiences. Having worked with senior leaders of the Ritz-Carlton, I wrote: So let’s explore five lessons on fostering service excellence and…
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer (Infographic)
In this week’s blog, I discussed the colorful ways to delight every customer. 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.
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer
Have you been to Seattle, Washington? If so, you’ve probably visited or heard about the Pike Place Fish Market. In case you missed it, let me clue you in on Pike Place Fish and provide three customer experience lessons from this special 1,400-square-foot retail space. I was fortunate to work with Johnny Yokoyama, the owner…
There’s More to Service – 5 Ways to Help and Care
If I asked you to tell me about an outstanding service experience, you’d likely recount an interaction where a service provider “did something for you.” To ensure my clients don’t get one-dimensional in their service delivery, I’ve created a model I call “5 Ways to Serve.” I share it here to spark team conversations…
Do You Want People to Repurchase? Become a Confidence Building Business (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.
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…
Know Your Customer – How to Seize Opportunities and Engage Loyalty
Let’s imagine you have a friend who owns a restaurant, and your friend asks you the following question: Out of necessity during the pandemic, I replaced paper menus with QR code accessible digital menus. Should I continue with the digital menus, or am I keeping them more for my cost savings as opposed to customer…
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