Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Let’s assume you are trying to expand your product line or improve your service delivery model. How much change should you attempt? As context for that question, here’s an excerpt from my book, The Zappos Experience Brand positioning experts will tell you that every company is given “permission” by consumers as to how far they…
Why All Business is Personal: Keys to Humanizing Business Success (Infographic)
In this week’s blog, I discussed about humanizing the experiences you deliver. 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.
Unforgettable Experiences: Poignant Lessons on Authentic Care
The Ritz-Carlton Hotel Company has long been synonymous with outstanding customer service and unforgettable experiences. Here’s a touching example of a memorable experience from my book. Laura Gutierrez, a Ritz-Carlton HR Director, learned about 13-year-old Natalie’s battle with cancer from Natalie’s eighth-grade teacher, Mrs. Lewis. In response, the Ritz-Carlton team sprang into action, arranging a…
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated 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.
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
You are likely in an industry where competition is fierce and customer retention is critical. Since globalization has led to products and services that are increasingly similar, a well-crafted and consistently executed customer experience is a powerful competitive differentiator. Here are four tips for designing and delivering differentiated customer experiences courtesy of my work with…
Service Recovery: How to Apologize and Build Strong Customer Relationships
The Ritz-Carlton Hotel Company is renowned for exceptional guest experiences. In my book I share my work with leaders at this iconic service brand and how those leaders ensure consistently elevated service levels. I also note that NO business (not even the Ritz-Carlton) can deliver FLAWLESS experiences. Since service breakdowns are inevitable, let’s look at…
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
In my books, The Starbucks Experience and Leading the Starbucks Way, I’ve shared many lessons from frontline team members (referred to as partners at Starbucks). While leadership approaches to customer experience are critical, I’ve found that some of the most powerful insights on creating customer loyalty come from those in the trenches with customers daily.…
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches
There are many ways to make money, but all involve choosing and executing an effective strategy. Let’s look at four common business approaches: Product-focused strategy emphasizes having the best product at the best price. Companies that follow this approach aim to reduce costs to make products more competitive rather than investing in improving their service.…
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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.
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Gratitude is essential to any healthy relationship, whether it’s between family members, friends, or your business and customers. While saying “thank you” is a good start, genuine gratitude requires more than words. A sincere expression of gratitude involves demonstrating that you truly value the other person. So, what specific actions can you take to show…
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The Starbucks Experience: Leadership Tips eBook
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