Cut the Clutter: How to Create Customer Delight By Making Less More
According to Colin Powell (US Secretary of State and Chairman of the Joint Chiefs of Staff), “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I’ve argued that extraordinary customer experience brands are also GREAT SIMPLIFIERS. In a world where customers want:…
Winning the Customer Experience – How to Drive Customer Loyalty and Referrals (Infographic)
In this week’s blog, I discussed about how to drive customer loyalty and referrals. 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.
Winning the Customer Experience – How to Drive Customer Loyalty and Referrals
There are only FOUR ways to improve your customer experience. I refer to them as 3P’s and a T – which stands for Products People Process Technology Let me give you a pictorial example from my Mercedes-Benz USA (MBUSA) work. The image to the right was taken in the MBUSA customer experience “war room”…
Amping up Delight – How to Actually Maximize Customer Pleasure (Infographic)
In this week’s blog, I discussed about how to actually maximize customer pleasure. 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.
Amping up Delight – How to Actually Maximize Customer Pleasure
In my last newsletter, I highlighted twelve forms of pleasure outlined by Professors Costello and Edmonds. Those dimensions are creation, exploration, discovery, difficulty, competition, danger, captivation, sensation, sympathy, fantasy, camaraderie, and subversion. Let’s take a moment to focus on four of the twelve (discovery/sensation/fantasy/camaraderie) and give you examples of how you can amplify each of…
Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)
In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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.
Customer Satisfaction vs Delight? Make the Choice for Business Survival
You probably don’t want to read the following sentence. Up to 75% of customers who leave your business are likely satisfied or highly satisfied with your products and services. How fair is that? Fair or otherwise, customers aren’t making purchase and loyalty decisions based on satisfaction – they choose based on emotion! Alan Zorfas and…
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)
In this week’s blog, I discussed about sparking delight across every customer experience. 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.
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience
As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative metric which I refer to as TOHE (Top of Heart Engagement). I…
Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience (Infographic)
In this week’s blog, I discussed about how to mix pleasure into every customer experience. 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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