Sales

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

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What is CRM? | Infographic {Guest Post}

My, my, the world of sales has come a long way in just a few decades: From tablets of paper and loads of pens, most salespeople can now access online-based information gathering systems that tell them everything from a customer’s first contact with a business to what they prefer and who their key contacts are.…

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{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

                                                                                           

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Customer Value: Expanding Across the 12 Standard Forms of Value

Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit.…

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

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Memorable WOW Experience Held Together by Coffee Stir Sticks

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son. Before I get too far into my…

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Renewed Year Customer Experience Focus

A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business? In support of my position,…

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Awaken the Force: Six Powerful Commitments for 2016

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us).  A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…

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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