17 results for author: Joseph Michelli


Human and Automated: Customer Experience Management at its Best

According to customer support technology reviews firm Software Advice and research they conducted, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! What was ...
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How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues

In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information.  Unlike others who report customer experience results, Zendesk’s data is not the byproduct of surveys but instead emerges ...
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True or False? Measuring Performance Leads to Better Service

If you said "Yes" – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report. In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer support ...
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How to Float a Complaint

Imagine a picturesque resort retreat near a lake. To take full advantage of its serene surroundings, the resort offers canoes in which guests can paddle onto the lake to enjoy nature's splendor. You are all set to hop in a canoe and enjoy the nature at her ...
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Brand Loyalty

The ensuing decades of research on customer behavior has supported a number of intuitively interesting findings about the manner by which reason and emotion affect purchase patterns, customer loyalty, employee engagement and brand evangelism. Some of these ...
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