Management

There’s More to Service – 5 Ways to Help and Care

  If I asked you to tell me about an outstanding service experience, you’d likely recount an interaction where a service provider “did something for you.” To ensure my clients don’t get one-dimensional in their service delivery, I’ve created a model I call “5 Ways to Serve.” I share it here to spark team conversations…

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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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Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value (Infographic)

In this week’s blog, I discussed the 6 Steps for Sparking Customer Value. 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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Want a Free Franchise? A Hypothetical with Real-World Implications

Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local…

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Shedding Your Implicit Bias: It’s Time for Design Thinking

Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of the kindness and compassion demonstrated by absolute strangers to flood victims. I also marvel at the way so many people graciously navigate the underlying tensions of our time and find common…

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Leading with the GOOD: A must have for customer experience success

I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that philosophers,…

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United Airlines: Big Data to the Rescue of the Passenger Experience?

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th…

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Recovering Business Trust: Listen, Admit, Apologize, Fix

This will be my third and final installment on what has become a mini-series about trust and business. Over the past couple blogs, I reported a trust gap, emphasized the need to extend trust to customers, and outlined an initial list of qualities possessed by trustworthy leaders. This week I’ll look at one of the…

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High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

You might say I am on a “trust” kick. In last week’s blog, I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Finally, I asserted that trust begets trust.…

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{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

                                                                                           

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FREE RESOURCES

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