Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals (Infographic)
In this week’s blog, I discussed about how you can create memorable 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
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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.
Six Essentials to Actually Achieve Lasting Success
I am convinced that everyone is a leader. Some people are given formal leadership titles, while others informally lead without a title. Since leadership skills are applicable in all areas of our lives (and since customer experience success requires both formal and informal leaders at all levels of an organization), let’s explore a few essentials…
How to Craft a Legacy – Taking Your Impact to the Next Level (Infographic)
In this week’s blog, I discussed about realizing legacy. 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.
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service (Infographics)
In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. 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.
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service
Is it just me, or have you noticed that it’s getting harder to get ahold of a human being when you need customer service? For example, some websites have replaced their customer service number with online forms. Other companies still provide a phone number, but when you call, you are instructed to contact the company…
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Here’s a question for you, one that I hope you’ll consider thoughtfully and answer honestly. Does your business complete transactions or create relationships? I suspect you will want to answer the question with “we create relationships,” since relational companies foster trust, enhance customer engagement, drive loyalty, and secure referrals. But do your behaviors really align…
The Starbucks Experience | Challenges and Opportunities in Philadelphia
As you might expect from someone who has worked with and written a couple of books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in…
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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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
