Customer-centricity

Navigating Growth and Innovation: Insights for Your Business

In the quest for business growth and expansion, obstacles range from ensuring cultural consistency to maintaining excellence in new ventures. Here are a few actionable insights on overcoming growth challenges – at scale. They are gleaned from my work with Starbucks and excerpted from the two books I’ve written about them: Maximize image Edit image…

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Injecting Fun into Your Business Culture: A Lesson from Zappos

Online retailer and Amazon subsidiary Zappos practices random acts of fun and weirdness, demonstrating that workplace play can significantly boost creativity, productivity, and employee morale. In the spirit of that fun, and based on my book about them (The Zappos Experience), I created a short animated clip on “work made fun – gets done.“ For…

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Elevating Customer Service: A Guide for Business Leaders & Managers (Infographic)

In this week’s blog, I discussed about elevating your service levels. 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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Maximizing Customer Loyalty: Lessons from the Tech Industry’s Best

What might we learn about customer loyalty from Apple, Intel, and Alphabet (Google)? A recent study by DesignRush ranks these tech giants at the top for customer loyalty among Fortune 100 companies. So, let’s explore five customer engagement lessons from this group: Leverage Social Media Effectively and Build a Tribe: Apple’s social media engagement success…

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Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)

In this week’s blog, I discussed about increasing ritual 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 

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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…

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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 

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Customer Care vs. Speed of Service: Finding the Right Balance (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 

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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…

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Starbucks – A Guide to Fostering Customer Connection (Infographic)

In this week’s blog, I discussed about maximizing customer connections. 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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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