Employees Aren’t Happy – Here are 5 Ways to Reverse the Trend
Gallup recently released its 2023 US Employee Engagement results. How do I say this delicately? They aren’t good. After a decade of rising employee satisfaction and emotional engagement, the last two years have shown marked declines. I think of employee engagement this way: Highly engaged team members are like owners. They demonstrate extra discretionary effort…
Being the Ritz Carlton of Your Industry: How to Deliver Delight (Infographic)
In this week’s blog, I discussed the 5 lessons on fostering service excellence and elevated experiences. 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.
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)
In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog.
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
I’m not a fan of the line, “a customer complaint is a gift.” I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). However, the gifts I want to receive come from positive experiences. Those gifts are loyalty and referrals – not complaints. Accordingly,…
Prioritization – Looking Back, Letting Go, and Moving Forward
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced that the proliferation of choice (for consumers and business…
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and…
How to Drive Your Brand Voice Through Customer Experience {Infographic}
I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had written, ten emails written by their team members for customer consumption, company blogs, and…
How to drive your brand voice through your customer experience
Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their respective mission, vision, and values. We also clarified brand personality, looked at core customer segments,…
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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