Defying Expectations – The Power of Vision, Purpose, and Dedication
Ernie Andrus, a World War II Navy veteran, has accomplished age and convention-defying goals. At 90, Ernie set out to break the record for the oldest man to run across America, previously held by a 73-year-old. Ernie shattered that record and completed his coast-to-coast run in under three years at 93. I had the privilege…
Your Customers Are Changing Fast, Are You? (Infographic)
In this week’s blog, I discussed about effectively adapting to changing customer needs and preferences. 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
Your Customers Are Changing Fast, Are You?
In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way, I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard Schultz’s leadership, Starbucks was positioned as a “third place” where -people came together in an environment less…
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls (Infographic)
In this week’s blog, I discussed about effectively blending AI and human service delivery. 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
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy…
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics)
In this week’s blog, I discussed about creating unexpected and mutually beneficial partnerships. 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
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth
The recently announced partnership between Starbucks and Mercedes-Benz definitely grabbed my attention. I’ve consulted for and written about both brands but had yet to conceptualize them working together. This somewhat unusual partnership addresses mutual goals and allows us to “think beyond” our obvious partnership opportunities. The Starbucks and Mercedes-Benz Collaboration Starbucks announced a strategic collaboration…
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping
Sometimes, we are too close to something – a process, an idea, a product, or a service – to see it with accurate, objective clarity and perspective. This can be especially (and paradoxically) true when a notion leaps from our brains. We think we know what it looks, smells, and feels like as a customer…
Valued but Not Equal – A Case for Customer Segmentation (Infographic)
In this week’s blog, I discussed about effective customer segmentation. 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
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)
Let’s build on last week’s post, which focused on authentic customer experiences provided by legendary brands I’ve worked with and written about, such as the Ritz-Carlton Hotel Company, Zappos, and Starbucks. Becoming known for extraordinary customer experiences requires consistently delivering expectation-exceeding service. It also requires creative, present, kind, and patient people to deliver or create…
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