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…
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…
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…
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
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…
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
Are you a Lovemark? The Journey to Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Let’s switch venues: how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomenon of Starbucks weddings and receptions since I worked on my first book about the company…
Defying Expectations – The Power of Vision, Purpose, and Dedication (Infographic)
In this week’s blog, I discussed about inspiring your team through vision, purpose, and dedication. 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? (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
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping (Infographic)
In this week’s blog, I discussed about successful customer journey mapping. 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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