16 results for author: Joseph Michelli


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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