Customer Experience (CX) Day – Celebrating the Power of Partnership
About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University, contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs. President Joseph Hopkins After some due diligence, I am glad I said “yes” to being a visiting assistant professor of service…
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
Are you a Lovemark? The Journey to Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Let’s switch venues: how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomenon of Starbucks weddings and receptions since I worked on my first book about the company…
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
Valued but Not Equal – A Case for Customer Segmentation
Customers aren’t always right and certainly don’t contribute equally to your business’s success, but…customers always pay your bills! I am struck by two groups of business leaders – those who treat customers as an afterthought to profits or products and those who treat customers as the reason they exist. I have always ascribed to Peter…
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) (Infographic)
In this week’s blog, I discussed about cultivating authentic customer service. 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
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…
Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 1 of 2)
Leadership guru Brian Tracy has been kind enough to endorse several of my books, and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is, “Set peace of mind as your highest goal, and organize your life around it.” The older I get, the more I value…
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…
Strengthening Teams Through Recognition (Inforgraphic)
In this week’s blog, I discussed about strengthening your team through recognition. 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
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
