Why Send Customers Away – The Art of Building Trust and Loyalty (Infographic)
In this week’s blog, I discussed the are of building trust and loyalty. 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.
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,…
How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)
In this week’s blog, I discussed about the ideas for creating your “Signature Moment”. 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 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…
Playing to Win: How to Think & Act Like Zappos
I started my book about Zappos with a tweet and a question. The tweet read: I saw Winnie the Pooh running through the parking lot. Yes, I work at Zappos! The question was: Zappos, what is Zappos? Here’s the short answer: Zappos is an online shoe and clothing retailer founded in 1999 by Nick Swinmurn…
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…
One of the Most Asked Questions: How Customer Experience Leaders Really Win (Infographics)
In this week’s blog, I discussed about moving toward world-class 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.
There’s More to Service – 5 Ways to Help and Care (Infographic)
In this week’s blog, I discussed about how to attract and 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.
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
