Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2) (Infographic)
In this week’s blog, I discussed about cultivating authentic customer service. 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
Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2)
I have often suggested that a measure of a person and a brand is what people say about you when you are not around. My book “The Zappos Experience” includes many customer voices demonstrating how people talk about service brands that authentically care about them. For example, here’s an X (formerly Twitter) post: @ptubach “Went…
Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic)
In this week’s blog, I discussed about empowering your team. 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
Autonomy and Guidelines – The Art of Front-Line Empowerment
Why do people leave employers? An outstanding customer experience professional shared, “I didn’t want to leave the company, but I didn’t have the authority to make things right for customers, and escalated issues didn’t get resolved.” Her experience highlights a significant issue in customer service management: the need for more empowerment for front-line employees. A…
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy (Infographic)
In this week’s blog, I discussed about achieving “customer loyalty beyond reason. 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
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)
In this week’s blog, I discussed about transforming your 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
Strengthening Teams Through Recognition (Inforgraphic)
In this week’s blog, I discussed about strengthening your team through recognition. 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
Strengthening Teams Through Recognition
For customers to consistently feel understood and appreciated, staff must consistently feel understood and appreciated. While leaders and managers usually intend to listen to and recognize team members, those intentions often get lost amid daily challenges and demands. In the classic book, “The Carrot Principle: How the Best Managers Use Recognition to Engage Their Employees,…
The Art of pARTnership: Maximizing Win/Wins (Infographic)
In this week’s blog, I discussed about ways to establish and sustain “win/win” partnerships. 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
It’s Not a Sprint – It’s a Marathon: Balancing/Strengthening/Resting for Peak Performance
I am currently under a deadline for a book about a major healthcare client (more on that soon). During my research, I ran across data showing a trend toward higher burnout rates across various fields, including a staggering 90% burnout rate for primary care providers. Given rising burnout and the adverse impact of burnout on…
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