Customer Experience

Navigating Growth and Innovation: Insights for Your Business (Infographic)

In this week’s blog, I discussed about navigating growth challenges for your business. 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 Growth and Innovation: Insights for Your Business (Infographic)

Navigating Growth and Innovation: Insights for Your Business

In the quest for business growth and expansion, obstacles range from ensuring cultural consistency to maintaining excellence in new ventures. Here are a few actionable insights on overcoming growth challenges – at scale. They are gleaned from my work with Starbucks and excerpted from the two books I’ve written about them: Maximize image Edit image…

View Post about Navigating Growth and Innovation: Insights for Your Business

Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best

What might we learn about customer loyalty from Apple, Intel, and Alphabet (Google)? A recent study by DesignRush ranks these tech giants at the top for customer loyalty among Fortune 100 companies. So, let’s explore five customer engagement lessons from this group: Leverage Social Media Effectively and Build a Tribe: Apple’s social media engagement success…

View Post about Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best

How to Build Customer Loyalty Through Service Recovery

Even the world’s most customer-centric companies have service breakdowns! Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Research from Amy Smith and Ruth Bolton shows customers remember effective service recovery more than the initial error. Studies also show that customers who experience a service…

View Post about How to Build Customer Loyalty Through Service Recovery

Are You Glocal?: How to Balance Brand Consistency with Community Connection

Are you GLOCAL? In other words, is your brand consistently recognizable in all your markets while uniquely relevant to each market? I first encountered the terms “glocal” and “glocalization “over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks’ “glocalization”…

View Post about Are You Glocal?: How to Balance Brand Consistency with Community Connection

Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic)

In this week’s blog, I discussed about deploying a customer experience template. 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 Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic)

Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos

In a world where so many brand interactions are automated, direct human-to-human contact with customers is both a privilege and an opportunity. When a customer speaks to a team member by phone or in person, it is a rare and special chance to humanize the relationship. I was fortunate to work for Zappos when Tony…

View Post about Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos

Silo Busting Your Way to Customer Loyalty and Referrals

“We’d have happier customers if the sales team didn’t overpromise.” “Our customers would be more loyal if our service team was more responsive.” “Our systems don’t talk to each other. We need IT to fix our customer experience issues.” Alas, we’ve all seen how organization silos create friction and lead to customer experience breakdowns. When…

View Post about Silo Busting Your Way to Customer Loyalty and Referrals

Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)

In this week’s blog, I discussed about increasing personalization in your business. 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 Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)

The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips (Infographic)

In this week’s blog, I discussed about positioning your customer experience strategy for success. 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 2024 Customer Experience Thrill Ride: Trends, Projections & Tips (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