Customer Service Consulting

Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss (Infographic)

In this week’s blog, I discussed about navigating challenges in a customer-centric way. 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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It’s Not a Sprint – It’s a Marathon: Balancing/Strengthening/Resting for Peak Performance (Infographic)

In this week’s blog, I discussed about maximizing purposeful rest to drive sustained high performance. 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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It Isn’t “Small” Talk: How to Build Rapport with Customers and Team Members

In business and life, “small talk” is an essential skill that produces “big results.” Mastering small talk is crucial for turning everyday interactions into deeper engagement and relationship-building opportunities. As a socially awkward teenager (quite frankly, who wasn’t), mentors taught me that small talk is less about “talking” and more about demonstrating “a genuine interest…

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Scaling Your Business with Customer Magic – Part 2

Let’s pick-up where we left off from last week’s newsletter by diving back in to lessons on entrepreneurship and business success gleaned from: Customer Magic is available in ebook and audiobook format and can be pre-ordered NOWfor print release on May 28th. Here are a few additional priorities to consider along your journey to business…

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The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog (Infographic)

In this week’s blog, I discussed about creating a magical 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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Injecting Fun into Your Business Culture: A Lesson from Zappos

Online retailer and Amazon subsidiary Zappos practices random acts of fun and weirdness, demonstrating that workplace play can significantly boost creativity, productivity, and employee morale. In the spirit of that fun, and based on my book about them (The Zappos Experience), I created a short animated clip on “work made fun – gets done.“ For…

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

In this week’s blog, I discussed about driving customer 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 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…

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Cultivating Passion and Purpose: The Power of Rituals in Business

Many leaders constantly manage daily challenges or spend a lot of time “putting out recurring fires.” Others find a way to manage daily operational challenges with minimal effort – leaving ample time to ignite a passion for products, services, and customer experiences across their organization. In my book, Leading the Starbucks Way, I explore how…

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Silo Busting Your Way to Customer Loyalty and Referrals (Infographic)

In this week’s blog, I discussed about maximizing customer experience collaboration. 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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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