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…
The Power of Metrics: Knowing Beyond Subjectivity
“How do you know?” – a question I often ask as a consultant that carries immense value for business leaders. Quantifiable metrics are critical to continuous improvement, especially when it comes to understanding employee engagement levels or assessing customer loyalty. Imagine being asked to grade the quality of experiences you deliver to your core customer…
Why You Must Overcome Continuous Partial Attention & How to Do It!
Former Apple & Microsoft executive Linda Stone coined the term “continuous partial attention” to describe repeatedly splitting attention between multiple sources. Most of us think of this as multi-tasking. In the context of serving customers, “continuous partial attention” is a growing challenge for service professionals – mainly thanks to electronic devices. You’ve likely received subpar service…
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management (Infographic)
In this week’s blog, I discussed about de-escalating conflict and driving emotional intelligence. 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.
Employees Aren’t Happy – Here are 5 Ways to Reverse the Trend (Infographic)
In this week’s blog, I discussed about driving employee engagement. 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.
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth (Infographic)
In this week’s blog, I discussed the ways to help your team and organization emerge Stronger Through Adversity. 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.
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth
Author Karen Salmansohn suggests: The most challenging times bring us the most empowering lessons. If Karen is correct, most of us have collected a lot of “empowering lessons” since 2020. Lest we forget, in the US alone, we’ve recently faced: COVID-19 Lockdowns Toilet Paper Shortages Civil Unrest Contentious Elections Supply-Chain Disruptions Staffing Challenges The Great…
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service
Is it just me, or have you noticed that it’s getting harder to get ahold of a human being when you need customer service? For example, some websites have replaced their customer service number with online forms. Other companies still provide a phone number, but when you call, you are instructed to contact the company…
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Here’s a question for you, one that I hope you’ll consider thoughtfully and answer honestly. Does your business complete transactions or create relationships? I suspect you will want to answer the question with “we create relationships,” since relational companies foster trust, enhance customer engagement, drive loyalty, and secure referrals. But do your behaviors really align…
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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