The 4 Secret Ingredients to Building a Loyal and Lucrative Customer Base – Joseph Michelli, NYT Best-Selling Author

Consistently providing an extraordinary customer experience is what creates loyal customers and helps your business generate revenue. Here to tell us how your business can develop a worthwhile customer experience strategy, is Joseph Michelli, customer experience expert, psychologist, and New York Times best-selling author. Joseph was named one of the Top 10 thought leaders in Customer Service by Global Gurus, and his clients include Microsoft, Capital One, and Fiat.

According to Joseph, there are four secret ingredients to elevating your customer experience strategy which include:

  1. Speed: Customers want your product before you even have it. Even the load time of your website is an indicator of the success of a brand today.
  2. Convenience: Convenience lies at the core of what all customers want, the most effortless experience available.
  3. Knowledgeable Staff: Consumers are looking for knowledge as quickly and conveniently as possible. Who better to provide it than your employees?
  4. The Human Component: Your service should be friendly, engaging, and welcoming.

The strategies themselves haven’t changed so much Joseph says; it’s the execution of those strategies that will determine the long-term success of a business.

Joseph and Jim also discuss the pros and cons of using artificial intelligence and other technologies in your customer experience strategy, how to hire employees that will carry out your vision, and how to create a company culture that enhances your overall customer experience.


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This has been a JBF Business Media production.

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