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
A recurring theme throughout my career as an author, public speaker, and business consultant has been, “All business is personal.” Amidst the rush for revenue generation and product development, companies sometimes overlook the importance of fostering deep personal relationships with their employees and clientele. Here are four tips to drive sustainable success by “keeping it…
Unforgettable Experiences: Poignant Lessons on Authentic Care (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.
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.
Service Recovery: How to Apologize and Build Strong Customer Relationships (Infographic)
In this week’s blog, I discussed about ways to differentiate your business through service recovery. 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.
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista (infographic)
In this week’s blog, I discussed about the lessons from a Starbucks Barista. 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.
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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