Keeping Brand Promises – Delivering Experiences that Drive Referrals
The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…
The Art of “Otherness”: How Authentic Leadership Wins the Customer & Employee Vote (Infographic)
In this week’s blog, I discussed about winning the vote of your team members and customers and ensuring their 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…
Unleashing the Power of Customer-Centric Innovation
Leaders often resort to dramatic cost-cutting measures during economic downturns and high inflation. However, to achieve organic growth and sustainable profitability, a contrarian approach often pays dividends – especially in the context of customer-centric innovation. As we navigate continued economic uncertainties, let’s look at ways to address customer needs creatively. Understanding Innovation: Key Observations Two…
Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology
I have long been a fan of Martin Lindstrom’s work and am grateful for opportunities to work with him through the years. As you likely know, Martin has conducted extensive studies on customer behavior, branding, and neuromarketing, which he has eloquently shared in his many books. For this post, let’s look at a few lessons…
How to Emotionally Engage Your Customers Through Storytelling (Infographic)
In this week’s blog, I discussed about delivering engaging brand stories. 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.
How to Emotionally Engage Your Customers Through Storytelling
Years ago, the late Tony Hsieh (then CEO of Zappos) invited me to present at a Zappos All Hands meeting as part of my book launch for: As always, I welcomed the opportunity to work with Tony and present to Zapponians (Zappos team members). Their high-energy culture is infectious. (To see my 14-minute Zappos presentation…
Beyond Good Intentions – Keys to Executing for Customers
Most people want to serve customers well. However, service intentions often break down as customers seek to get their needs met. Here’s an example that a reader shared with me regarding a breakdown During a service request to get a propane gas tank filled, a well-intentioned utility company team member said she would “try” to…
Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum (Infographic)
In this week’s blog, I discussed about leveraging caring artistry. 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.
Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum
My friend Scott Mckain wrote a powerful customer experience book titled, All Business is Show Business, which prompted me to wonder: What could a great show person teach us about customer experience design and delivery? To answer that question, I picked up P.T. Barnum’s book “The Art of Money Getting: Golden Rules for Making Money.” …
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner. According to the 2022 National Customer Rage Study: 74% of Americans reported product or service problems in the…
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