Managing Customer Value
Mercedes has the money. They have the luxury automobile. They can create a customer experience. What about us poor folks? Can we do something similar to Mercedes? – I asked that question of Joe Michelli the author of a new book, Driven to Delight, In the book’s first week, it has become a NY Times best-seller. Read More …
Great group of guests this year and had a lot of fun doing and reviewing over 50 podcasts that were recorded this year. This is a summary of the top Business901 podcasts of the year. From this group, the top podcast of the year will be chosen. I have excluded this year’s December Podcasts and Read More …
W. Edwards Deming was a visionary, whose tireless quest for the “truth” and unwavering belief in “continual improvement” led to a set of transformational theories and teachings that changed the way we think about quality, management and leadership. Throughout his career, he remained a gentleman devoted to family, supportive of colleagues and friends, and always Read More …
Leaders often look for a partner to help them educate and inspire their people to deliver memorable and profitable customer experiences. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books Read More …
I question Shep Hyken in a recent podcast, Hyken on Customer Service, about my own expectations of service. Related Podcast and Transcription: Amazing Customer Service Excerpt from Podcast: Joe: It all sounds good, but I still pick up the phone and feel like 50% of the time I receive less than average service. Shep: Wow, and Read More …
In her forthcoming December 1 release We-Commerce: How to Create, Collaborate, and Succeed in the Sharing Economy, author and CEO Billee Howard lays out her plan for a road map to navigate this largely uncharted business landscape, from how to build brand loyalty through social media to how to maintain scale and innovation while realizing growth. Read More …