Leadership Development

Do You Want People to Repurchase? Become a Confidence Building Business

Read on ONLY if you want your existing customers to return and buy more from you. Unfortunately, fabulous products and exceptional services don’t guarantee repeat customers. Marketing messages and new products bombard us all, so we have to give customers reasons to repurchase. Here’s how. Help customers feel confident that they choose wisely, and Practice…

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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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Cut the Clutter: How to Create Customer Delight By Making Less More

According to Colin Powell (US Secretary of State and Chairman of the Joint Chiefs of Staff),  “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.”  I’ve argued that extraordinary customer experience brands are also GREAT SIMPLIFIERS. In a world where customers want:…

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Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience

As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative metric which I refer to as TOHE (Top of Heart Engagement). I…

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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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Stronger Through Adversity | Set Safety Supreme

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 Stronger Through Adversity, I wrote, “The more things change, the more they stay the same or so it would seem from…

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Better Than Normal | The Empathic New Days

This is the fourth installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. Before I dive into this week’s post, I’ll take a moment to explain my word choice for the title…

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It’s Emotional – Flip the Feeling

This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early in my career and helping people deal with anxiety, depression, loneliness,…

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Are Customers Getting Smarter than Business Leaders? [Infographic]

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…

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The Robots are Here and There is Fear

I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those words at all. In fact, the words he did say  –  apparently something more…

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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article