Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)
In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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.
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)
In this week’s blog, I discussed about sparking delight across every customer experience. 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.
Moments of Truth – How to Master What Actually Matters to Customers
In 1981, Jan Carlzon saved Scandinavian Airlines by focusing on “Moments of Truth.” Six years later, he wrote a book titled Moments of Truth – New Strategies for Today’s Consumer-Driven Economy Carlzon described those moments as all interactions between a customer and an employee that lasted 15 seconds or more. While all customer-facing interactions are…
Are You Easy? How to Drive Loyalty by Reducing Customer Effort (Infographic)
In this week’s blog, I discussed customer effort and why you should be measuring it. 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 (Infographic)
In this week’s blog, I discuss the role of love in business and tips for winning the heart of your customer. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
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…
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time
As you get ready for Valentine’s day, you might want to pay particular attention to the boxes and bows. Did you know that in America alone, we spend over 2.6 billion dollars annually on wrapping paper and ribbons? I was reminded of the “power of bows” while consulting for and writing a book about Mercedes-Benz…
Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix
The late Steve Jobs once said, “ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.” Last week, we focused on executing fixes in response to customer complaints. This week let’s talk about driving operational excellence, so customers don’t need to complain – especially in areas that bother them most.…
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