In this week’s blog, I discussed about ensuring you deliver peace of mind to your customers. 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 Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 2 of 2) – Infographic appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about ensuring you deliver peace of mind to your customers. 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 Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 1 of 2) (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Leadership guru Brian Tracy has been kind enough to endorse several of my books, and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is, “Set peace of mind as your highest goal, and organize your life around it.” The older I get, the more I value “peace of mind” for myself and others. Consumer trend data and research on “emotional value” make a case for being in the “peace of mind business.” The rise in consumer skepticism is a direct result of many companies selling a promise that they frequently fail to deliver. You know, the ads that make you thi ..read more

In this week’s blog, I discussed about empowering your team. 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 Autonomy and Guidelines – The Art of Front-Line Empowerment (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Why do people leave employers? An outstanding customer experience professional shared, “I didn’t want to leave the company, but I didn’t have the authority to make things right for customers, and escalated issues didn’t get resolved.” Her experience highlights a significant issue in customer service management: the need for more empowerment for front-line employees. A respected colleague, Micah Solomon, author of High-Tech High-Touch Customer Service, emphasizes the importance of autonomy in service roles. He writes, Standards help ensure that every part of your service reflects the best way ..read more

Here’s an exercise: try going one day without seeing an advertising message. OK, how about an hour? Marketing messages are ubiquitous, appearing in unexpected places like the bottoms of golf holes. Every business talks to customers, but what makes that chatter banal or brilliant? Introduced by the global advertising network Saatchi & Saatchi in the book Lovemarks—The Future Beyond Brands by CEO Kevin Roberts, Lovemark brandsinspire loyalty beyond reason. They evoke a deep emotional connection with consumers. Lovemarks possess three intangible yet very real ingredients: Mystery: Leaders in ..read more

In this week’s blog, I discussed about transforming your 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 Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a brand historically synonymous with a consistent, affordable, and human-centered experience. Our conversation delved into Bill’s career journey, Southwest Airlines’ ethos, and recent t ..read more

In this week’s blog, I discussed about strengthening your team through recognition. 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 Strengthening Teams Through Recognition (Inforgraphic) appeared first on Joseph Michelli | The Michelli Experience ..read more

For customers to consistently feel understood and appreciated, staff must consistently feel understood and appreciated. While leaders and managers usually intend to listen to and recognize team members, those intentions often get lost amid daily challenges and demands. In the classic book, “The Carrot Principle: How the Best Managers Use Recognition to Engage Their Employees, Retain Talent, and Accelerate Performance,” Adrian Gostick and Chester Elton suggest that: Companies that recognize excellence enjoy a return on equity (ROE) more than triple that of those with poor recognition practices ..read more