Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings (Infographic)
In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. 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.
Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings
Let’s assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase? Hopefully, you are removing friction and personalizing experiences by collecting customer preferences (more on that in a future newsletter) and…
Choose your Attitude, It’s Showtime – How to Actually Care for Every Customer
Charles Swindoll once said: We have a choice every day regarding the attitude we will embrace for the day. Life is 10% what happens to us and 90% how we react to it. Our attitude is everything. When delivering outstanding customer experiences (CX), our attitude might not be everything, but attitude is foundational to success.…
Why Send Customers Away – The Art of Building Trust and Loyalty (Infographic)
In this week’s blog, I discussed the are of building trust and 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.
Why Send Customers Away – The Art of Building Trust and Loyalty
How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You SHOULD SEND YOUR CUSTOMER AWAY when it’s: 1) in your customer’s best interest,…
How to Crush Signature Moments – The Art of Subtly Delighting Customers
Can you keep a secret? Ok, here goes. Not all moments in a customer journey are created equal. All right, maybe that’s not a secret, but many business leaders haven’t thought about the moments that matter most to their customers. Worse yet, they haven’t tried to create a “moment” that differentiates their brand from…
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer (Infographic)
In this week’s blog, I discussed the colorful ways to delight every customer. 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.
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer
Have you been to Seattle, Washington? If so, you’ve probably visited or heard about the Pike Place Fish Market. In case you missed it, let me clue you in on Pike Place Fish and provide three customer experience lessons from this special 1,400-square-foot retail space. I was fortunate to work with Johnny Yokoyama, the owner…
Behavior vs. Score – How to Track What Actually Matters (Infographic)
In this week’s blog, I discussed the ten ways to keep employees. 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.
Behavior vs. Score – How to Track What Actually Matters
Let’s assume you believe your organization is providing an outstanding customer experience (CX). As a consultant, the first question I would ask about that perceived CX excellence would be: How do you know? Hopefully, your “proof points” will include a blend of 4 sources: Customer Stories (received from team members and informal discussions with customers)…
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