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…
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
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.
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.
How to Emotionally Engage Your Customers Through Storytelling (Infographic)
In this week’s blog, I discussed about delivering engaging brand stories. 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 Emotionally Engage Your Customers Through Storytelling
Years ago, the late Tony Hsieh (then CEO of Zappos) invited me to present at a Zappos All Hands meeting as part of my book launch for: As always, I welcomed the opportunity to work with Tony and present to Zapponians (Zappos team members). Their high-energy culture is infectious. (To see my 14-minute Zappos presentation…
Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum (Infographic)
In this week’s blog, I discussed about leveraging caring artistry. 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.
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner. According to the 2022 National Customer Rage Study: 74% of Americans reported product or service problems in the…
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust (Infographic)
In this week’s blog, I discussed about executing well-received brand extensions. 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.
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…
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