Customer Service

Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best (Infographic)

In this week’s blog, I discussed about driving customer loyalty. 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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How to Build Customer Loyalty Through Service Recovery (Infographic)

In this week’s blog, I discussed about enhancing service recovery in your business. 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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Cultivating Passion and Purpose: The Power of Rituals in Business

Many leaders constantly manage daily challenges or spend a lot of time “putting out recurring fires.” Others find a way to manage daily operational challenges with minimal effort – leaving ample time to ignite a passion for products, services, and customer experiences across their organization. In my book, Leading the Starbucks Way, I explore how…

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Silo Busting Your Way to Customer Loyalty and Referrals

“We’d have happier customers if the sales team didn’t overpromise.” “Our customers would be more loyal if our service team was more responsive.” “Our systems don’t talk to each other. We need IT to fix our customer experience issues.” Alas, we’ve all seen how organization silos create friction and lead to customer experience breakdowns. When…

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Customer Care vs. Speed of Service: Finding the Right Balance

Even the world’s most customer-centric companies have service breakdowns! Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Research from Amy Smith and Ruth Bolton shows customers remember effective service recovery more than the initial error. Studies also show that customers who experience a service…

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Driving Customer Experience through Personalization (Infographic)

In this week’s blog, I discussed about increasing personalization in your business. 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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Driving Customer Experience through Personalization

Personalization is crucial for customer engagement and loyalty. Marissa Mayer, formerly the president and CEO of Yahoo, put it this way: The future is personalization! Consumer research shows personalized experiences (much like increased customer convenience) are fundamental to customer trust, referrals, and business growth. So, let’s explore six tips to enhance the personalized experiences you…

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Starbucks – A Guide to Fostering Customer Connection

Starbucks, a brand synonymous with coffee, transcended the beverage sector by focusing on product differentiation, customer choice, and a customer experience (CX) brewed for efficiency and enriched human connection. My book, Leading the Starbucks Way, the second of two books I’ve written about the company (the first was The Starbucks Experience), took a deep dive…

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The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips (Infographic)

In this week’s blog, I discussed about positioning your customer experience strategy for success. 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 2024 Customer Experience Thrill Ride: Trends, Projections & Tips

Looking back to 2023 and ahead to 2024, customer experience delivery appears to be continuing as a high-speed roller coaster ride. Last year, at lightning speed, AI and other technologies substantially reshaped how businesses interact with customers. So, let’s summarize consumer and innovation trends while projecting what’s likely to come this year. 2023: The Year…

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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