Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave […]
Customer Service
Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers
This week, we feature an article by Miika Makitalo, CEO of HappyOrNot, the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way […]
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer (Infographic)
In this week’s blog, I discussed about the What,” “How,” and “Why of Customer Engagement. 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 […]
Leading an Employee Who Isn’t a Team Player
Leading an employee who isn’t a team player can be a challenge. My best executive coaching clients are committed to building a work environment of collaboration and teamwork. A work environment in which all of their employees work together to reach common goals. The challenge is when they have one […]
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer
In today’s competitive and global business environment, customer experience is the great differentiator. Unfortunately, while many businesses claim to put customers first, few create raving fans. Let’s explore the role customer engagement (as opposed to customer satisfaction) plays in predicting and driving repeat business and referrals. The “What,” “How,” and “Why of […]
Please Put Me Back On Hold!
“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. […]
Transactional VS Emotional Customer Loyalty with Mark Ross-Smith
Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer […]
Top 5 Customer Service & CX Articles for the Week of May 29, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. In a Tumultuous Market, Target Companies That Always Put the […]
Unforgettable Experiences: Poignant Lessons on Authentic Care (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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. The […]
Unforgettable Experiences: Poignant Lessons on Authentic Care
The Ritz-Carlton Hotel Company has long been synonymous with outstanding customer service and unforgettable experiences. Here’s a touching example of a memorable experience from my book. Laura Gutierrez, a Ritz-Carlton HR Director, learned about 13-year-old Natalie’s battle with cancer from Natalie’s eighth-grade teacher, Mrs. Lewis. In response, the Ritz-Carlton team […]
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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. […]