The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints
Some years ago, I read a Harvard Business Review article titled “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan, and Conor Jones. My key takeaway from the article is that transactional touchpoints can distort a company’s true understanding of customer engagement. More importantly, they can misrepresent how customers behave towards the company. According…
Are you a Lovemark? The Journey to Becoming a Beloved Brand (infographic)
In this week’s blog, I discussed about elevating your business to beloved brand status. 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
Defying Expectations – The Power of Vision, Purpose, and Dedication
Ernie Andrus, a World War II Navy veteran, has accomplished age and convention-defying goals. At 90, Ernie set out to break the record for the oldest man to run across America, previously held by a 73-year-old. Ernie shattered that record and completed his coast-to-coast run in under three years at 93. I had the privilege…
Your Customers Are Changing Fast, Are You? (Infographic)
In this week’s blog, I discussed about effectively adapting to changing customer needs and preferences. 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
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping (Infographic)
In this week’s blog, I discussed about successful customer journey mapping. 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
Valued but Not Equal – A Case for Customer Segmentation (Infographic)
In this week’s blog, I discussed about effective customer segmentation. 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
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)
Let’s build on last week’s post, which focused on authentic customer experiences provided by legendary brands I’ve worked with and written about, such as the Ritz-Carlton Hotel Company, Zappos, and Starbucks. Becoming known for extraordinary customer experiences requires consistently delivering expectation-exceeding service. It also requires creative, present, kind, and patient people to deliver or create…
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,…
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