Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth
Author Karen Salmansohn suggests: The most challenging times bring us the most empowering lessons. If Karen is correct, most of us have collected a lot of “empowering lessons” since 2020. Lest we forget, in the US alone, we’ve recently faced: COVID-19 Lockdowns Toilet Paper Shortages Civil Unrest Contentious Elections Supply-Chain Disruptions Staffing Challenges The Great…
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service (Infographics)
In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. 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.
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Here’s a question for you, one that I hope you’ll consider thoughtfully and answer honestly. Does your business complete transactions or create relationships? I suspect you will want to answer the question with “we create relationships,” since relational companies foster trust, enhance customer engagement, drive loyalty, and secure referrals. But do your behaviors really align…
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
The world of customer care is littered with industry terms. Let’s quickly dive into the three most commonly used phrases and then focus on elements that matter most to customers. To get started, I’ll describe three concepts related to caring for people (whether we call those people – team members, employees, customers, clients, patients, users,…
Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty (Infographic)
In this week’s blog, I discussed about my take on four key lessons from The Fred Factor. 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.
Being a Fred (or Davide) – Leveraging Passion to Actually Ensure Customer Loyalty
Recently, I had the good fortune to spend a month in a Tuscan farmhouse. In addition to alluring art, architecture, food, and wine, Italy is known for its “coffee counter culture.” This ritualistic morning trek involves standing shoulder-to-shoulder with other patrons to down an espresso or cappuccino and indulge in a pastry. Throughout Italy, coffee…
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
The founder and former CEO of Amazon, Jeff Bezos said, “brands are what people say about you when you are not around.” Over the years, I modified that quote to suggest that “customer experiences are little more than what people say or post about you.” Recently, I’ve reconsidered the accuracy of Bezos’ quote and my…
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success (Infographic)
In this week’s blog, I discussed about 5 classic “momisms” that can help elevate 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.
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
Delivering customer experience excellence is as simple as listening to your mom! When I was 13, I thought I knew everything, and my parents knew nothing. Eight years later, I was less sure of myself, and my parents seemed to have gotten a lot smarter. Out of respect for parental wisdom, let’s look at…
How to Spark EI and CX – Igniting Empathy and Emotional Skill
If you want to deliver elevated customer experiences (CX), select people with emotional intelligence (EI) and help them develop their full potential. As you probably know, Daniel Goleman is the principal researcher, theorist, and author on EI. His work suggests emotional intelligence is comprised of five key skill sets: Self-awareness – Your ability to identify…
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