Customer Service Consulting

Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)

In this week’s blog, I discussed about how to balance AI and human service delivery. 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

View Post about Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

In this week’s blog, I discussed about how to gain insights from customer observations. 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  

View Post about Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey. As someone who has helped brands with all types of customer listening and observation, I can speak to the value of taking time to “shadow” those…

View Post about Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)

In this week’s blog, I discussed about how you can drive emotional engagement. 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  

View Post about Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)

Emotional Economics: Crafting Deeper Connections with Those You Serve

Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining…

View Post about Emotional Economics: Crafting Deeper Connections with Those You Serve

A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration

Memorable experiences result in positive customer storytelling. To support the connection between memorable experiences and customer storytelling, let’s take a journey with “Joshie the Giraffe” and the Ritz-Carlton Amelia Island, Florida team. A Child’s Crisis and An Unforgettable Team Response When writing my book, The New Gold Standard about The Ritz-Carlton Hotel Company, Chris Hurn…

View Post about A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration

Your Customer Is Satisfied – Are They a Coupon Away from Leaving? (Infographic)

In this week’s blog, I discussed about how you can drive emotional engagement. 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

View Post about Your Customer Is Satisfied – Are They a Coupon Away from Leaving? (Infographic)

Your Customer Is Satisfied – Are They a Coupon Away from Leaving?

You’ve likely heard someone say, “Customer satisfaction is not enough.” While that might initially sound counterintuitive, considerable research supports the statement. The Fallacy of Satisfaction Invariably, you’ve stayed at a hotel that met all your basic needs. The room was clean, the price was reasonable, and the overall experience was fine. In essence, you were satisfied, but…

View Post about Your Customer Is Satisfied – Are They a Coupon Away from Leaving?

Emotional & Cultural Value: Lessons from Inca Cola & Starbucks (Infographic)

In this week’s blog, I discussed about how you can create emotional and cultural value. 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

View Post about Emotional & Cultural Value: Lessons from Inca Cola & Starbucks (Infographic)

Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink: Inca Kola. Developed in 1935 by Joseph Robinson Lindley, Inca Kola’s distinct lemon verbena…

View Post about Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

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