Creating an exceptional and unique customer experience may be one of the best differentiators of your business today. It can help you stand out in your market, your industry, or even in the world, if that’s what you choose. In today’s episode, plan on learning lessons from the leading Customer Service brands in the world, Mercedes Benz.
Joseph Michelli is an internationally sought after speaker, author, and organizational consultant with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately, in all aspects of their lives. Dr. Michelli is a Wall Street Journal and New York Times number one bestselling author. His latest book is “Driven to Delight”, delivering world class experience that Mercedes Benz way. Joseph has written about other notable brands, such as Starbucks, Zappos, and Ritz-Carlton. He was named one of the top ten thought leaders in customer service by Global Gurus, and having journeyed with a close family member through a six year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer, as well as world hunger.
WARRIOR OF HUMILITY
“Human beings are really capable of some extraordinary things in service one to the next.”-Joseph Michelli
Highlights -
- Exceptional customer services is not relegated to just high end brands
- Keep the customer experience pleasurable, without a lot of pain points
- It’s not about the best in your industry anymore, customers are comparing you to every experience they’ve had
- Get inspired by other larger companies if you’re a smaller business.
- LEAD. Listen. Empathy. Add Value. Delight
- Ask follow up questions. Challenge assumptions
- Great customer experiences are emotionally engaging. Use empathy!
- Take your loyal customers first
- Figure out who you want to attract, and what they’re attracted to right now
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Resources -
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