Stick the Landing – How to Use the Peak End Theory to Amaze Customers (Infographic)
In this week’s blog, I discussed about how to use the peak end theory to amaze customers. 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.…
Are You Easy? How to Drive Loyalty by Reducing Customer Effort
When I was in high school, no one wanted to be described as “easy.” However, an “easy” customer experience is a different story! Let’s take a quick look at customer ease, how to measure effort, when to measure it, and why some customer effort can be positive. Overview of Customer Effort In 2008, the US…
What’s Love Got to Do With It? – How to Conquer Customers’ Hearts
To get in the spirit of this post, it helps (although it’s not required) to play Tina Turner’s What’s Love Got to Do With It? When it comes to business and, more specifically, customer experience delivery, what does love have to do with that? In short, – everything! If you bristle at using “love” in…
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
This is the final post in a series titled “Customer Experience IS Team Member Experience.” Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week,…
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
This is the fifth post in a series titled “Customer Experience IS Team Member Experience.” As this post’s name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activities this week and 10 more to close out the series next week. Provide regular, constructive, and…
How do you know if they are engaged? | Customer Experience IS Team Member Experience
This is the third post in a series titled “Customer Experience IS Team Member Experience.” As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. In his research summary on EE, Professor Robert Frank addresses measurement by noting: “The most popular and most widely researched EE assessment is…
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement and staff shortages. I recently spoke for a large convention where events were split between a major convention center…
What’s Science Got to Do with It? | Customer Experience IS Team Member Experience
I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement.
Stronger Through Adversity | Choose Words Wisely
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. If you’ve been following this series, you know the last three posts have been about communication (they were titled “Listen Beyond…
Stronger Through Adversity | Formally Listen Beyond the Words
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. In my last post, I outlined how leaders who participated in the book reported enhanced formal and informal listening for all…
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