Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
I really like this road map. I bet this could also be integrated at the customer care representative level as well. The more we can do as individuals to make the customer more happy with their visit, the better off they will be.