How to Design Wow – An Approach to Satisfy and Delight
Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let’s look at the Kano model, developed by Dr. Noriaki Kano, a professor of quality management at the Tokyo University of…
One of the Most Asked Questions: How Customer Experience Leaders Really Win
I’m fortunate to consult with many companies that deliver extraordinary customer experiences (CX) – some of which are featured in my books. Because of that work, media and social media interviewers often ask me: What are the commonalities of “best in class” customer experience businesses? Here are five characteristics to consider as you evaluate the…
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’…
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…
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.
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…
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.
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.
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.
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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