Delivering WOW

Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)

In this week’s blog, I discussed the ways to enhance customer relationships. 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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Are You Winning Tomorrow? How to Really Create Lasting Customer Success

The world of customer care is littered with industry terms. Let’s quickly dive into the three most commonly used phrases and then focus on elements that matter most to customers. To get started, I’ll describe three concepts related to caring for people (whether we call those people – team members, employees, customers, clients, patients, users,…

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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…

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Join the Convenience Revolution – How to be Easier to do Business With (Infographic)

In this week’s blog, I discussed about six primary ways to drive convenience. 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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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…

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Was Your Mother Right? Classic Wisdom at the Heart of Customer Success (Infographic)

In this week’s blog, I discussed about 5 classic “momisms” that can help elevate customer experiences. 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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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.  

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Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings (Infographic)

In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. 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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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.  

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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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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article