Designing “Wow” Moments in Customer Interactions (Infographic)
In this week’s blog, I discussed about exploring ways to systematically increase “wow moments” and customer loyalty in your organization. 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…
Designing “Wow” Moments in Customer Interactions
Exceptional customer interactions don’t necessarily require grand gestures. Often, small, thoughtful touches create the most profound impact. When strategically designed and consistently delivered, these subtle actions can turn routine service into a memorable experience that fosters customer loyalty and advocacy. Lessons for Leaders: Elevating Everyday Interactions Identify Customer Pain Points.Wow moments often arise from solving…
Why Amazon One Medical Shows Us That All Business Is Personal
Amazon One Medical stands apart in a crowded healthcare industry known for inefficiency and impersonality by providing personalized, tech-enabled service. This approach produces outstanding clinical outcomes and offers a model for any leader or organization aiming to build loyalty and generate referrals. Because Amazon One Medical attracts exceptional clinical talent and supports them with purpose-built…
Reimagining Empowerment: How Amazon One Medical Designs for Employees AND Customers
Amazon One Medical proves that exceptional customer experience begins by empowering the people who deliver it. In many organizations, technology is implemented to monitor productivity or automate tasks. At Amazon One Medical, however, technology is purpose-built to enable clinical providers to deliver more human care. Team members are trusted to do what’s right and supported…
The Role of Emotional Intelligence in Leadership (Infographic)
In this week’s blog, I discussed about enhancing EQ/EI in your organization. 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 AI Advantage in Customer Experience: Balancing Automation and Empathy
In the evolving world of customer experience, artificial intelligence (AI) is a game changer. AI offers businesses unparalleled efficiency and scalability, from personalized recommendations to real-time chatbots. But here’s the catch: as automation grows, so does the risk of losing the human connection that fosters loyalty and emotional bonds with customers. As I’ve shared in…
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season
I’ve always liked this quote from Mathematician and Naturalist Georges-Louis Leclerc. Hold on; hold fast; hold out. Patience is genius. Leclerc’s wisdom is beneficial as we travel through the peak holiday season (roughly from Thanksgiving to Christmas). As we countdown to Christmas, here are ten tips I’ve compiled from my experiences working with companies like…
Put Simply – Authentic Gratitude Matters!
Each year, during Thanksgiving week in the United States, I pause and reflect on the things for which I am most grateful. This tradition helps me center my thoughts about the power of appreciation in life and business. This year is no exception, and I’d like to share some reflections on the transformative benefits of…
Elevating Employee Wellbeing: The Key to Workplace Success (Infographic)
In this week’s blog, I discussed about focusing on employee well-being. 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
Elevating Employee Wellbeing: The Key to Workplace Success
The shift to hybrid and remote work arrangements has revolutionized how we approach work-life balance. Many employees enjoy the flexibility of working from home, and as Gallup reports, 93% of remote-capable workers prefer to maintain some level of remote work in their schedule. But is flexibility enough to improve employee well-being? Research from Gallup and…
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