Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 2 of 2)
Continuing from last week’s post on the importance of creating peace of mind for customers, let’s explore more actionable strategies that can elevate your customer experience, drive customer ease, and foster loyalty. Extraordinary customer experience companies make customers’ lives easier and more peaceful. Treating “peace of mind” as a value-add will distinguish your business from…
Autonomy and Guidelines – The Art of Front-Line Empowerment
Why do people leave employers? An outstanding customer experience professional shared, “I didn’t want to leave the company, but I didn’t have the authority to make things right for customers, and escalated issues didn’t get resolved.” Her experience highlights a significant issue in customer service management: the need for more empowerment for front-line employees. A…
Strengthening Teams Through Recognition
For customers to consistently feel understood and appreciated, staff must consistently feel understood and appreciated. While leaders and managers usually intend to listen to and recognize team members, those intentions often get lost amid daily challenges and demands. In the classic book, “The Carrot Principle: How the Best Managers Use Recognition to Engage Their Employees,…
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
The Art of pARTnership: Maximizing Win/Wins (Infographic)
In this week’s blog, I discussed about ways to establish and sustain “win/win” partnerships. 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
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…
Turning Customer Disappointments into Delight: Tips for Business Leaders
Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues.…
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer (Infographic)
In this week’s blog, I discussed about driving a customer-centric culture. 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
Scaling Your Business with Customer Magic – Part 1 (Infographic)
In this week’s blog, I discussed about creating a differentiated 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
Scaling Your Business with Customer Magic – Part 1
Entrepreneurship is a journey filled with challenges, a relentless pursuit of goals, and the unwavering belief that the impossible can be achieved. Drawing inspiration from the tale of David and Goliath, let’s delve into the real-world story of David and Aidan Tudehope, co-founders of Macquarie Technology Group, captured in: Customer Magic is available in ebook…
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