Customer Service Consultant

Customer Psychology – How to Enhance Experiences and Boost Sales

As a licensed psychologist and customer experience professional, I am reluctant to share psychological insights due to fear that some people will misuse them and manipulate consumers. As such, I offer five psychologically-related questions that will help increase sales AND make your customers’ lives better. 1) Multisensory Immersion – Where can you heighten your customers’…

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How to Attract and Keep Employees – 10 Absolute Must-Haves

Last week, I offered ten evidence-based practices for driving employee engagement and retention. Given the current challenges of attracting and retaining employees and the impact of those challenges on customer experience delivery, let’s dive right into ten more scientifically proven ways to increase your organization’s engagement levels. Acknowledge and promote leaders who demonstrate the ability…

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Know Your Customer – How to Seize Opportunities and Engage Loyalty (Infographic)

In this week’s blog, I discussed about how to seize opportunities and engage loyalty. 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.  

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How to Actually Win Customers – Move Astonishingly and Brazenly Fast

Racecar driver Mario Andretti once said that “if everything seems under control, you are not going fast enough.” Mario’s words transcend automobile racing and apply to customer experience delivery. Tidio recently conducted a study of more than 1,000 online shoppers and confirmed the importance of delivery speed. Specifically, the Tidio study notes: “The COVID-19 pandemic has…

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Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)

In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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.

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Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)

In this week’s blog, I discussed about sparking delight across every customer experience. 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.  

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Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience (Infographic)

In this week’s blog, I discussed about how to mix pleasure into every customer experience. 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.

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Moments of Truth – How to Master What Actually Matters to Customers

In 1981, Jan Carlzon saved Scandinavian Airlines by focusing on “Moments of Truth.” Six years later, he wrote a book titled Moments of Truth – New Strategies for Today’s Consumer-Driven Economy Carlzon described those moments as all interactions between a customer and an employee that lasted 15 seconds or more. While all customer-facing interactions are…

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Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity

Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series. In my last post, I focused on creating, at minimum, two customer journeys –…

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Break the Glass – The ABCs of Customer Experience During COVID-19

This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions play in customer experience delivery.) Sales trainers have long championed the…

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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