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
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…
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…
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
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…
The Success of Your Business Depends on a Single Question: How Do You Respond? (Infographic)
In this week’s blog, I discussed about elevating your business to building team and customer trust. 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 (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…
Defying Expectations – The Power of Vision, Purpose, and Dedication
Ernie Andrus, a World War II Navy veteran, has accomplished age and convention-defying goals. At 90, Ernie set out to break the record for the oldest man to run across America, previously held by a 73-year-old. Ernie shattered that record and completed his coast-to-coast run in under three years at 93. I had the privilege…
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