Customer Experience Keynote

Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)

In this week’s blog, I discussed about empowering your team. 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 Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)

Autonomy and Guidelines – The Art of Front-Line Empowerment

Why do people leave employers? An outstanding customer experience professional shared, “I didn’t want to leave the company, but I didn’t have the authority to make things right for customers, and escalated issues didn’t get resolved.” Her experience highlights a significant issue in customer service management: the need for more empowerment for front-line employees. A…

View Post about Autonomy and Guidelines – The Art of Front-Line Empowerment

Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy (Infographic)

In this week’s blog, I discussed about achieving “customer loyalty beyond reason. 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 Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy (Infographic)

Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy

Here’s an exercise: try going one day without seeing an advertising message. OK, how about an hour? Marketing messages are ubiquitous, appearing in unexpected places like the bottoms of golf holes. Every business talks to customers, but what makes that chatter banal or brilliant? Introduced by the global advertising network Saatchi & Saatchi in the…

View Post about Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy

Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)

In this week’s blog, I discussed about transforming your customer 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

View Post about Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)

Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience

In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…

View Post about Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience

Strengthening Teams Through Recognition (Inforgraphic)

In this week’s blog, I discussed about strengthening your team through recognition. 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 Strengthening Teams Through Recognition (Inforgraphic)

Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss (Infographic)

In this week’s blog, I discussed about navigating challenges in a customer-centric way. 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 Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss (Infographic)

Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss

Starbucks Author and Consultant As someone who worked with Starbucks leadership when Howard Schultz was at the helm and since I’ve authored two books about the company (The Starbucks Experience and Leading the Starbucks Way), I look to the brand for lessons in prosperous and challenging times. This appears to be a season of challenge…

View Post about Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss

The Art of pARTnership: Maximizing Win/Wins (Infographic)

In this week’s blog, I discussed about ways to establish and sustain “win/win” 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  

View Post about The Art of pARTnership: Maximizing Win/Wins (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