Bitter to Loyal: How to Move Customers from Detractors Into Advocates
Let’s imagine an irate customer calls your business and is being transferred to you. Now, fast-forward to the end of your call and imagine that this once disgruntled customer says, “Thank you, I am a customer-for-life and will tell all my friends.” OK, I’ll admit service recovery is seldom that extreme, but when you manage…
You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever (Infographic)
In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. 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.…
You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever
In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer engagement software and services supplier Verint highlights the importance of customer experience (CX) for how businesses will fare during this downturn.…
Appreciating Customers Every Day – The Importance of Authentic Thanks (Infographic)
In this week’s blog, I discussed about ways to drive a culture of team member and customer appreciation. 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.
Appreciating Customers Every Day – The Importance of Authentic Thanks
Thanks for spending time with me this year through my posts and books. I’m also grateful to people around the world who continue to entrust me to help them elevate team member and customer experiences. This time of year typically provides a time for reflection and a context for expressing gratitude. Specifically in the US,…
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth
Author Karen Salmansohn suggests: The most challenging times bring us the most empowering lessons. If Karen is correct, most of us have collected a lot of “empowering lessons” since 2020. Lest we forget, in the US alone, we’ve recently faced: COVID-19 Lockdowns Toilet Paper Shortages Civil Unrest Contentious Elections Supply-Chain Disruptions Staffing Challenges The Great…
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.
Are You Winning Tomorrow? How to Really Create Lasting Customer Success (Infographic)
In this week’s blog, I discussed about ways to ensure customer success. 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 Winning Tomorrow? How to Really Create Lasting Customer Success
The world of customer care is littered with industry terms. Let’s quickly dive into the three most commonly used phrases and then focus on elements that matter most to customers. To get started, I’ll describe three concepts related to caring for people (whether we call those people – team members, employees, customers, clients, patients, users,…
Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty (Infographic)
In this week’s blog, I discussed about my take on four key lessons from The Fred Factor. 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
