The Power of Product Knowledge: Mastering the Basics (Infographic)
In this week’s blog, I discussed about forging legendary 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
Transforming Service into Experience: The Power of Personal Connection
Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Here’s an example from Capital One that highlights how a business can transform a simple service interaction into an unforgettable experience. A…
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…
Scaling Your Business with Customer Magic – Part 2 (Infographic)
In this week’s blog, I discussed about sustaining growth through a focus on elevated 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
How to Finish the Year Refreshed & Engaged – Reflecting and Revitalizing (Infographic)
In this week’s blog, I discussed about the gifts you gave and received this holiday season. 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
Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)
In this week’s blog, I discussed about how you can drive emotional 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
When It Comes To Customers, No Bad News Can Be Terrible News (Infographic)
In this week’s blog, I discussed about how you can effectively garner and leverage customer feedback. 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
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…
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