How to Build Customer Loyalty Through Service Recovery (Infographic)
Joseph Michelli Blog
by Joseph Michelli
7h ago
In this week’s blog, I discussed about enhancing service recovery 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  The post How to Build Customer Loyalty Through Service Recovery (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
Joseph Michelli Blog
by Joseph Michelli
1w ago
In this week’s blog, I discussed about creating a glocal customer experience. 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  The post Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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Are You Glocal?: How to Balance Brand Consistency with Community Connection
Joseph Michelli Blog
by Joseph Michelli
1w ago
Are you GLOCAL? In other words, is your brand consistently recognizable in all your markets while uniquely relevant to each market? I first encountered the terms “glocal” and “glocalization “over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks’ “glocalization” opportunity in my second book about the company. My prior book was The Starbucks Experience. In an interview for Wired.com, Bill Sleeth, then Starbucks Vice President of Design for the Americas, described the glocalization of the Starbucks ..read more
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Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)
Joseph Michelli Blog
by Joseph Michelli
2w ago
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  The post Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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Cultivating Passion and Purpose: The Power of Rituals in Business
Joseph Michelli Blog
by Joseph Michelli
2w ago
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 leaders drive product and experience passion through a business principle I refer to as Savor and Elevate. To appreciate the transformative impact of this principle, imagine every team member had the passion of an entrepreneur when it comes to deliver ..read more
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Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic)
Joseph Michelli Blog
by Joseph Michelli
3w ago
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  The post Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos
Joseph Michelli Blog
by Joseph Michelli
3w ago
In a world where so many brand interactions are automated, direct human-to-human contact with customers is both a privilege and an opportunity. When a customer speaks to a team member by phone or in person, it is a rare and special chance to humanize the relationship. I was fortunate to work for Zappos when Tony Hsieh was the CEO. While many leaders viewed contact centers as “cost centers,” Tony saw them as “loyalty builders” and, as such, “revenue generators.” As a result of my work with Zappos, Tony supported my authorship of a book titled The Zappos Experience: 5 Principles to Engage, Inspi ..read more
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Silo Busting Your Way to Customer Loyalty and Referrals (Infographic)
Joseph Michelli Blog
by Joseph Michelli
1M ago
In this week’s blog, I discussed about maximizing customer experience collaboration. 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  The post Silo Busting Your Way to Customer Loyalty and Referrals (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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Silo Busting Your Way to Customer Loyalty and Referrals
Joseph Michelli Blog
by Joseph Michelli
1M ago
“We’d have happier customers if the sales team didn’t overpromise.” “Our customers would be more loyal if our service team was more responsive.” “Our systems don’t talk to each other. We need IT to fix our customer experience issues.” Alas, we’ve all seen how organization silos create friction and lead to customer experience breakdowns. When departments or teams don’t communicate or collaborate effectively, customers often have to repeat themselves, switch channels to get assistance, or, worse yet, never have their issues resolved. A Gartner article titled Break Down Channel Silos for a ..read more
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Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)
Joseph Michelli Blog
by Joseph Michelli
1M ago
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  The post Customer Care vs. Speed of Service: Finding the Right Balance (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more
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