Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty
Recently, I had the good fortune to spend a month in a Tuscan farmhouse. In addition to alluring art, architecture, food, and wine, Italy is known for its “coffee counter culture.” This ritualistic morning trek involves standing shoulder-to-shoulder with other patrons to down an espresso or cappuccino and indulge in a pastry. Throughout Italy, coffee…
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
The founder and former CEO of Amazon, Jeff Bezos said, “brands are what people say about you when you are not around.” Over the years, I modified that quote to suggest that “customer experiences are little more than what people say or post about you.” Recently, I’ve reconsidered the accuracy of Bezos’ quote and my…
Join the Convenience Revolution – How to be Easier to do Business With
When I started working with and writing books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) in the early 2000s, Starbucks’ leaders sought to create the “third place.” Conceptually, the “third place” was a gathering location between work and home. When meeting at work was too formal and meeting at home was too…
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
Delivering customer experience excellence is as simple as listening to your mom! When I was 13, I thought I knew everything, and my parents knew nothing. Eight years later, I was less sure of myself, and my parents seemed to have gotten a lot smarter. Out of respect for parental wisdom, let’s look at…
How to Spark EI and CX – Igniting Empathy and Emotional Skill (Infographic)
In this week’s blog, I discussed about how to spark EI and CX. 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.
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer (Infographic)
In this week’s blog, I discussed about how to actually care for every customer. 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.
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer
Charles Swindoll once said: We have a choice every day regarding the attitude we will embrace for the day. Life is 10% what happens to us and 90% how we react to it. Our attitude is everything. When delivering outstanding customer experiences (CX), our attitude might not be everything, but attitude is foundational to success.…
Why Send Customers Away – The Art of Building Trust and Loyalty (Infographic)
In this week’s blog, I discussed the are of building trust and 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.
Why Send Customers Away – The Art of Building Trust and Loyalty
How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You SHOULD SEND YOUR CUSTOMER AWAY when it’s: 1) in your customer’s best interest,…
How to Crush Signature Moments – The Art of Subtly Delighting Customers
Can you keep a secret? Ok, here goes. Not all moments in a customer journey are created equal. All right, maybe that’s not a secret, but many business leaders haven’t thought about the moments that matter most to their customers. Worse yet, they haven’t tried to create a “moment” that differentiates their brand from…
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