Elevating Customer Service: A Guide for Business Leaders & Managers
A Hit and a Miss Recently, I called two companies for service. The first made it easy for me to find their contact number, answered and routed my call swiftly, and provided a personal, helpful, and warm experience. The second sent me through a failed “automated phone tree” experience and finally routed me to a…
How to Build Customer Loyalty Through Service Recovery
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…
Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
In this week’s blog, I discussed about creating a glocal customer experience. 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
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…
Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic)
In this week’s blog, I discussed about deploying a customer experience template. 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 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…
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
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…
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
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…