Service-Centric

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

In this week’s blog, I discussed about how to attract and 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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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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So You Want to Measure Customer Effort – 3 Things You Must Know

When the Greek philosopher Sophocles said, “success is dependent on effort,” he wasn’t thinking about 21st-century customer experiences. Today, in a consumer context, Sophocles might have said: “Customer success should require minimal customer effort! In last week’s newsletter, I offered a rationale for asking customers about the effort they exert to get their needs met…

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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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Do Reward Programs Produce Loyalty? – Tips for Creating Incentives That Drive Business

In prehistoric days – before Starbucks had a loyalty program – I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28 times a month and, in the process, diminish perceived product value.” Fast forward to the 2008 recession, and Starbucks…

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Think Efficiency and Effectiveness | Team Member and Customer Experience Value

This is the third post in a series titled “Team Member and Customer Experience Value.”  Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs. This is the basis of efficiency and productivity.” In my recently released book Stronger Through Adversity,…

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Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World

“Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory.” Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. A summary article on emotions and memory written for Psychology World notes: “Emotionally…

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Make it Technology-Aided and Human-Powered: Map the Hybrid Journey

Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Map the Hybrid Journey.” I now know how my mom felt when I lost my driver’s license…

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Make it Technology-Aided and Human-Powered: Be Compassionate

Thank you for joining me for this new series titled “Make it Technology-Aided and Human-Powered.” This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Be Compassionate.” People are in love with technology these days, and well, they should be. It’s…

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Better Than Normal | The Purposeful New Days

This is the second 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. To be honest, I have been busier than I’ve ever been before during the pandemic, but in those rare…

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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