Human Performance

Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business (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 

View Post about Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business (Infographic)

Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business

This is the second in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This post focuses on the intersection of human service and technologies like AI across customer journey phases. It provides tips on delivering technology with human service in ways that exceed customer…

View Post about Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business

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

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

View Post about A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration (Infographic)

Emotional & Cultural Value: Lessons from Inca Cola & Starbucks (Infographic)

In this week’s blog, I discussed about how you can create emotional and cultural value. 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 & Cultural Value: Lessons from Inca Cola & Starbucks (Infographic)

Keeping Brand Promises – Delivering Experiences that Drive Referrals (Infographic)

In this week’s blog, I discussed about how you can create experiences in keeping with your brand promises. 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 Keeping Brand Promises – Delivering Experiences that Drive Referrals (Infographic)

Keeping Brand Promises – Delivering Experiences that Drive Referrals

The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…

View Post about Keeping Brand Promises – Delivering Experiences that Drive Referrals

Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

In my book, The New Gold Standard, I deeply dive into how operational excellence and process improvement lay the foundation for top-tier service, as exemplified by the ladies and gentlemen of the Ritz-Carlton. Let’s look at the spa in the Ritz-Carlton Dubai as an example. If you were to book a 45-minute massage at that…

View Post about Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

The Power of Metrics: Knowing Beyond Subjectivity (Infographic)

In this week’s blog, I discussed about selecting and tracking key customer metrics. 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 The Power of Metrics: Knowing Beyond Subjectivity (Infographic)

How to Emotionally Engage Your Customers Through Storytelling (Infographic)

In this week’s blog, I discussed about delivering engaging brand stories. 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 How to Emotionally Engage Your Customers Through Storytelling (Infographic)

Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum

My friend Scott Mckain wrote a powerful customer experience book titled, All Business is Show Business, which prompted me to wonder: What could a great show person teach us about customer experience design and delivery? To answer that question, I picked up P.T. Barnum’s book “The Art of Money Getting: Golden Rules for Making Money.” …

View Post about Unearthing Timeless Customer Experience Wisdom – Lessons from P.T. Barnum

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