Customer Experience Design

Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences (Infographic)

In this week’s blog, I discussed about forging rapidly scaling memorable and consistent customer experiences. 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

View Post about Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences (Infographic)

Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences

As the holiday shopping season approaches, businesses prepare for one of the most critical times of the year. Both brick-and-mortar and online stores experience a surge in customer demand, with holiday shopping starting earlier and earlier. For many retailers, the holiday season represents a significant portion of their annual revenue, making talent selection and consistent…

View Post about Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences

Transforming Service into Experience: The Power of Personal Connection

Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Here’s an example from Capital One that highlights how a business can transform a simple service interaction into an unforgettable experience. A…

View Post about Transforming Service into Experience: The Power of Personal Connection

The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints (Infographic)

In this week’s blog, I discussed about creating end-to-end customer experiences. 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

View Post about The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints (Infographic)

The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints

Some years ago, I read a Harvard Business Review article titled “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan, and Conor Jones. My key takeaway from the article is that transactional touchpoints can distort a company’s true understanding of customer engagement. More importantly, they can misrepresent how customers behave towards the company. According…

View Post about The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints

It’s Not Just Who You Know: Building Deeper Connections for Success (Infographic)

In this week’s blog, I discussed about elevating your business and building deep and lasting connections with key stakeholder groups. 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…

View Post about It’s Not Just Who You Know: Building Deeper Connections for Success (Infographic)

It’s Not Just Who You Know: Building Deeper Connections for Success

We’ve all heard the adage, “It’s not what you know, it’s who you know.” I believe this saying doesn’t tell the whole story. In today’s world, building meaningful relationships and understanding the people around you goes beyond superficial acquaintance. So, I’ve modified the phrase: “It’s not what you know OR who you know. It’s what…

View Post about It’s Not Just Who You Know: Building Deeper Connections for Success

Customer Experience (CX) Day – Celebrating the Power of Partnership (Infographic)

In this week’s blog, I discussed about forging strategic partnerships that serve others. 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

View Post about Customer Experience (CX) Day – Celebrating the Power of Partnership (Infographic)

Customer Experience (CX) Day – Celebrating the Power of Partnership

About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University, contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs. President Joseph Hopkins After some due diligence, I am glad I said “yes” to being a visiting assistant professor of service…

View Post about Customer Experience (CX) Day – Celebrating the Power of Partnership

Are you a Lovemark? The Journey to Becoming a Beloved Brand (infographic)

In this week’s blog, I discussed about elevating your business to beloved brand status. 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  

View Post about Are you a Lovemark? The Journey to Becoming a Beloved Brand (infographic)

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article