When It Comes To Customers, No Bad News Can Be Terrible News
During a recent consulting engagement, a senior leader posed a question that took me aback: “Should we be asking for complaints?” The ensuing discussion with the leader’s team was enlightening and reaffirmed some essential truths about customer feedback. Understanding the Value of Complaints Here are a few dynamics about customer feedback that emerged from our discussion:…
Why You Must Overcome Continuous Partial Attention & How to Do It!
Former Apple & Microsoft executive Linda Stone coined the term “continuous partial attention” to describe repeatedly splitting attention between multiple sources. Most of us think of this as multi-tasking. In the context of serving customers, “continuous partial attention” is a growing challenge for service professionals – mainly thanks to electronic devices. You’ve likely received subpar service…
Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum (Infographic)
In this week’s blog, I discussed about leveraging caring artistry. 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.
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management (Infographic)
In this week’s blog, I discussed about de-escalating conflict and driving emotional intelligence. 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.
Why All Business is Personal: Keys to Humanizing Business Success (Infographic)
In this week’s blog, I discussed about humanizing the experiences you deliver. 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.
Why All Business is Personal: Keys to Humanizing Business Success
A recurring theme throughout my career as an author, public speaker, and business consultant has been, “All business is personal.” Amidst the rush for revenue generation and product development, companies sometimes overlook the importance of fostering deep personal relationships with their employees and clientele. Here are four tips to drive sustainable success by “keeping it…
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer (Infographic)
In this week’s blog, I discussed about the What,” “How,” and “Why of Customer Engagement. 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.
Unforgettable Experiences: Poignant Lessons on Authentic Care (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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.
Unforgettable Experiences: Poignant Lessons on Authentic Care
The Ritz-Carlton Hotel Company has long been synonymous with outstanding customer service and unforgettable experiences. Here’s a touching example of a memorable experience from my book. Laura Gutierrez, a Ritz-Carlton HR Director, learned about 13-year-old Natalie’s battle with cancer from Natalie’s eighth-grade teacher, Mrs. Lewis. In response, the Ritz-Carlton team sprang into action, arranging a…
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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.
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
