Archive for the 'The Zappos Experience' Category

This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions play in customer experience delivery.)

Sales trainers have long championed the concept of ABC. Which stands for always be closing. They suggest that when presenting your service or product, you should always be moving the conversation to close the sale. In the context of our current pandemic, I would modify ABC so that it stands for always be connecting.

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Dr. Michelli discusses building trust with your customers ...

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In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....

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In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery.  He also challenges listeners to "add value" through humanity and "ease" through automoation...

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In this week's episode, Dr. Michelli discusses leaders identifying their "one big thing"...

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In response to the TERROR perpetuated in Orlando, Dr. Michelli looks at the critical importance of delivering compassionate service in every business interaction....

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In this week's episode, Dr. Michelli, discusses people getting married at Starbucks...

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Dr. Michelli, discusses service values in this week's podcast...

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Dr. Michelli, this week discusses simplifying the customer journey...

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This week Dr. Michelli shares insights from Mahatma Gandi as they relate to your customer experience delivery...

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