Customer Experience Keynote

Your Customer Is Satisfied – Are They a Coupon Away from Leaving? (Infographic)

In this week’s blog, I discussed about how you can drive emotional engagement. 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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Your Customer Is Satisfied – Are They a Coupon Away from Leaving?

You’ve likely heard someone say, “Customer satisfaction is not enough.” While that might initially sound counterintuitive, considerable research supports the statement. The Fallacy of Satisfaction Invariably, you’ve stayed at a hotel that met all your basic needs. The room was clean, the price was reasonable, and the overall experience was fine. In essence, you were satisfied, but…

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Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink: Inca Kola. Developed in 1935 by Joseph Robinson Lindley, Inca Kola’s distinct lemon verbena…

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Keeping Brand Promises – Delivering Experiences that Drive Referrals

The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…

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Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

In my book, The New Gold Standard, I deeply dive into how operational excellence and process improvement lay the foundation for top-tier service, as exemplified by the ladies and gentlemen of the Ritz-Carlton. Let’s look at the spa in the Ritz-Carlton Dubai as an example. If you were to book a 45-minute massage at that…

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Unleashing the Power of Customer-Centric Innovation (Infographic)

In this week’s blog, I discussed about developing a customer-centric innovation process. 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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Unleashing the Power of Customer-Centric Innovation

Leaders often resort to dramatic cost-cutting measures during economic downturns and high inflation. However, to achieve organic growth and sustainable profitability, a contrarian approach often pays dividends – especially in the context of customer-centric innovation. As we navigate continued economic uncertainties, let’s look at ways to address customer needs creatively. Understanding Innovation: Key Observations Two…

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Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology (Infographic)

In this week’s blog, I discussed about leveraging neuromarketing and sensory elements throughout the journey of your customers. 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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Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology

I have long been a fan of Martin Lindstrom’s work and am grateful for opportunities to work with him through the years. As you likely know, Martin has conducted extensive studies on customer behavior, branding, and neuromarketing, which he has eloquently shared in his many books. For this post, let’s look at a few lessons…

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Why You Must Overcome Continuous Partial Attention & How to Do It! (Infographic)

In this week’s blog, I discussed about executing consistent service excellence. 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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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