What Would your Customers Actually Say? Mustering Courage to Observe the Truth
The founder and former CEO of Amazon, Jeff Bezos said, “brands are what people say about you when you are not around.” Over the years, I modified that quote to suggest that “customer experiences are little more than what people say or post about you.” Recently, I’ve reconsidered the accuracy of Bezos’ quote and my…
How to Spark EI and CX – Igniting Empathy and Emotional Skill (Infographic)
In this week’s blog, I discussed about how to spark EI and CX. 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 Spark EI and CX – Igniting Empathy and Emotional Skill
If you want to deliver elevated customer experiences (CX), select people with emotional intelligence (EI) and help them develop their full potential. As you probably know, Daniel Goleman is the principal researcher, theorist, and author on EI. His work suggests emotional intelligence is comprised of five key skill sets: Self-awareness – Your ability to identify…
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…
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer
Charles Swindoll once said: We have a choice every day regarding the attitude we will embrace for the day. Life is 10% what happens to us and 90% how we react to it. Our attitude is everything. When delivering outstanding customer experiences (CX), our attitude might not be everything, but attitude is foundational to success.…
How to Actually Show Gratitude – The Lost Art of Appreciation (Infographic)
In this week’s blog, I discussed about how to actually show gratitude. 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 Actually Show Gratitude – The Lost Art of Appreciation
I’ll say it, Your mom and dad were right; there are three magic words, “Please” and “Thank You.” Using words to acknowledge gratitude is part of developing social courtesy, but words like thank you must be supported by a grateful heart and appreciative action. In business (and more broadly in all aspects of life), the words…
Why Send Customers Away – The Art of Building Trust and Loyalty
How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You SHOULD SEND YOUR CUSTOMER AWAY when it’s: 1) in your customer’s best interest,…
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.
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