Employee engagement

Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service (Infographics)

In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. 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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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…

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Playing to Win: How to Think & Act Like Zappos

I started my book about Zappos with a tweet and a question. The tweet read: I saw Winnie the Pooh running through the parking lot. Yes, I work at Zappos! The question was: Zappos, what is Zappos? Here’s the short answer: Zappos is an online shoe and clothing retailer founded in 1999 by Nick Swinmurn…

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Being the Ritz Carlton of Your Industry: How to Deliver Delight

The Ritz-Carlton Hotel Company carries an experience excellence mystique. Inspired by the company’s namesake, Cesar Ritz (who said “the customer is always right”), the brand continues to be synonymous with luxurious and nurturing guest experiences. Having worked with senior leaders of the Ritz-Carlton, I wrote: So let’s explore five lessons on fostering service excellence and…

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Behavior vs. Score – How to Track What Actually Matters

Let’s assume you believe your organization is providing an outstanding customer experience (CX). As a consultant, the first question I would ask about that perceived CX excellence would be: How do you know? Hopefully, your “proof points” will include a blend of 4 sources: Customer Stories (received from team members and informal discussions with customers)…

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There’s More to Service – 5 Ways to Help and Care (Infographic)

In this week’s blog, I discussed about how to attract and keep employees. 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 Attract and Keep Employees – 10 Absolute Must-Haves (Infographic)

In this week’s blog, I discussed about how to attract and keep employees. 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 Attract and Keep Employees – 10 Absolute Must-Haves

Last week, I offered ten evidence-based practices for driving employee engagement and retention. Given the current challenges of attracting and retaining employees and the impact of those challenges on customer experience delivery, let’s dive right into ten more scientifically proven ways to increase your organization’s engagement levels. Acknowledge and promote leaders who demonstrate the ability…

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Ten Ways to Keep Employees – Fundamentals for Robust Engagement (Infographic)

In this week’s blog, I discussed the ten ways to keep employees. 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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Ten Ways to Keep Employees – Fundamentals for Robust Engagement

If I had my way, everyone would stop referencing Customer Experiences and Employee Experiences and instead would talk about Human Experiences. The rationale for my renaming preference is twofold: You can’t create excellent customer experiences if you don’t provide outstanding employee experiences. (If it doesn’t live inside your brand, it won’t live outside.) Our goal…

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FREE RESOURCES

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How to Win Every Customer, Every Time, No Excuses! Article