Delivering WOW

Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)

In this week’s blog, I discussed about creating a glocal customer experience. 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 

View Post about Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)

Cultivating Passion and Purpose: The Power of Rituals in Business

Many leaders constantly manage daily challenges or spend a lot of time “putting out recurring fires.” Others find a way to manage daily operational challenges with minimal effort – leaving ample time to ignite a passion for products, services, and customer experiences across their organization. In my book, Leading the Starbucks Way, I explore how…

View Post about Cultivating Passion and Purpose: The Power of Rituals in Business

Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos

In a world where so many brand interactions are automated, direct human-to-human contact with customers is both a privilege and an opportunity. When a customer speaks to a team member by phone or in person, it is a rare and special chance to humanize the relationship. I was fortunate to work for Zappos when Tony…

View Post about Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos

Silo Busting Your Way to Customer Loyalty and Referrals

“We’d have happier customers if the sales team didn’t overpromise.” “Our customers would be more loyal if our service team was more responsive.” “Our systems don’t talk to each other. We need IT to fix our customer experience issues.” Alas, we’ve all seen how organization silos create friction and lead to customer experience breakdowns. When…

View Post about Silo Busting Your Way to Customer Loyalty and Referrals

Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)

In this week’s blog, I discussed about increasing personalization in your business. 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 

View Post about Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)

Driving Customer Experience through Personalization (Infographic)

In this week’s blog, I discussed about increasing personalization in your business. 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 

View Post about Driving Customer Experience through Personalization (Infographic)

The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips

Looking back to 2023 and ahead to 2024, customer experience delivery appears to be continuing as a high-speed roller coaster ride. Last year, at lightning speed, AI and other technologies substantially reshaped how businesses interact with customers. So, let’s summarize consumer and innovation trends while projecting what’s likely to come this year. 2023: The Year…

View Post about The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips

Navigating the Holiday Rush with a Relationship-First Approach

In the thick of the holiday shopping frenzy, it’s all too easy for businesses to get lost in the pursuit of sales. However, based on my experience, the true art of holiday retail is selling while also nurturing relationships. The holiday season is more than a commercial opportunity; it’s a time when people seek connection,…

View Post about Navigating the Holiday Rush with a Relationship-First Approach

Customer Experience Excellence Hinges on Knowing Your Competencies (Infographic)

In this week’s blog, I discussed about how to deliver a differentiated customer experience. 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 

View Post about Customer Experience Excellence Hinges on Knowing Your Competencies (Infographic)

Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends

In an era where customer options are seemingly endless, the quest for loyalty is both challenging and mission critical. That journey to customer advocacy starts at the top, with leaders crafting and steering a customer experience vision. Here are five examples and tips for leaders to drive customer loyalty: Prioritize Response Times with Smart Technology:An…

View Post about Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends

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