Business

Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)

In this week’s blog, I discussed about how to balance AI and human service delivery. 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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Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals

This is the first in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This initial post focuses on the strengths of technology-aided and human-powered customer experiences. Upcoming installments will highlight where and how to deploy technology and human contact across your customer’s journey. The…

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Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

In this week’s blog, I discussed about how to gain insights from customer observations. 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  

View Post about Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey. As someone who has helped brands with all types of customer listening and observation, I can speak to the value of taking time to “shadow” those…

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Porter’s Five Forces and the Power of Customer Loyalty (Infographic)

In this week’s blog, I discussed about how you can drive emotional 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

View Post about Porter’s Five Forces and the Power of Customer Loyalty (Infographic)

Porter’s Five Forces and the Power of Customer Loyalty

Michael Porter’s “five forces analysis” is a strategic tool that’s been guiding business strategy for decades. When crafting my book Leading the Starbucks Way, I explored this framework through the lens of customer engagement and loyalty and will highlight my findings here. Porter’s Five Forces – A Quick Refresher For those unacquainted with Porter’s five…

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How to Wow – Simple Acts That Make A Difference

When it comes to customer experiences, there’s a vast difference between “good” and “wow.” While “good” experiences meet customer expectations, “wow” experiences exceed them. “Wow” requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I expand on what it means…

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Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)

In this week’s blog, I discussed about how you can drive emotional 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  

View Post about Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)

Emotional Economics: Crafting Deeper Connections with Those You Serve

Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining…

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A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration

Memorable experiences result in positive customer storytelling. To support the connection between memorable experiences and customer storytelling, let’s take a journey with “Joshie the Giraffe” and the Ritz-Carlton Amelia Island, Florida team. A Child’s Crisis and An Unforgettable Team Response When writing my book, The New Gold Standard about The Ritz-Carlton Hotel Company, Chris Hurn…

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FREE RESOURCES

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