Six Common Mistakes Leaders Make—and How to Avoid Them
I’ve spent my career working with and coaching leaders. That work and customer experience consulting have enabled me to write books about companies like Amazon, Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, and Zappos. From my perspective, effective leadership is a skill honed through experience, feedback, and a willingness to learn from mistakes. However, even seasoned…
Turning Complaints into Opportunities
Customer complaints can feel like setbacks, but they’re invaluable opportunities to improve, build trust, and foster loyalty. Every complaint is a customer telling you, “I want you to be better because I value you enough to let you know.” Leaders who embrace complaints with this mindset can transform them into powerful tools for growth. Lessons…
Social Media as a Tool for Customer Engagement
In today’s digital age, social media is more than a marketing channel; it’s a dynamic platform for cultivating relationships and fostering loyalty. Customers increasingly expect brands to engage authentically and promptly, transforming social platforms into pivotal tools for customer connection. Lessons for Leaders: Engage in Real-Time. Social media is a two-way street. Customers value timely…
Creating Memories Through Experiential Branding
Customer loyalty isn’t solely tied to products or prices – it’s forged through the power of memorable experiences. Experiential branding creates emotional connections that customers remember long after a brand interaction. Memories, after all, are the true currency of customer loyalty. Lessons for Leaders: Incorporate Surprise and Delight. A small, unexpected gesture can leave a…
Developing Emotional Intelligence as a Servant Leader (Infographic)
In this week’s blog, I discussed about leadership’s emotional intelligence in your organization. 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
Engaging Customers Through Personalization
Personalization is no longer a bonus—it’s an expectation. Everyone wants to feel recognized, valued and understood. Businesses that master personalization stand out by delivering experiences that foster loyalty and emotional connection. For a deep dive into this topic, check out my new book, All Business is Personal. Here’s a preview: Lessons for Leaders: Mastering Personalization…
The Power of Storytelling in Customer Engagement
Facts inform, while stories inspire. Stories evoke emotions, create connections, and leave lasting impressions that statistics and data alone cannot achieve. In business, stories are the bridges that connect brands with their customers’ hearts and employees’ minds. Lessons for Leaders: Harnessing the Power of Stories Share Your Origin Story. Every great brand has a beginning,…
Consistency Across Multi-Location Customer Service (Infographic)
In this week’s blog, I discussed about increasing customer experience consistency across your organization. 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
Servant Leadership in Crisis Management (Infographic)
In this week’s blog, I discussed about servant leadership and crisis management. 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
Building Trust as the Foundation for Customer Loyalty (Infographic)
In this week’s blog, I discussed about ways to increase trust in your organization. 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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The Starbucks Experience: Leadership Tips eBook
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