The art and science of delivering exceptional customer experiences | Joseph Michelli
Description
In this episode Joseph Michelli, an expert in service excellence, best-selling author, and consultant to leading companies on customer experience strategies. Joseph shares insights from his latest book, "Customer Magic," and delves into the art and science of delivering exceptional customer experiences. From managing customer feedback to fostering cross-functional collaboration, Joseph offers practical advice and thought-provoking perspectives.
What are you going to learn in this episode?
- We explore what constitutes exceptional customer service and how companies often misjudge their delivery.
- Joseph explains the importance of integrating technology to handle repetitive tasks while focusing human efforts on meaningful customer interactions.
- Practical strategies for gathering, analyzing, and acting on customer feedback are discussed, emphasizing the balance between formal metrics and informal observations.
- Insights on how different departments can align to create a seamless customer experience, with real-world examples from companies like Mercedes-Benz and Starbucks.
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Joseph Michelli
Bayron Toruno
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