April 2014
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Joseph's Blog

Tag Archives: Differentiation

Five Points for Perfecting Customer Interactions

Tweet Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to my emails in a timely manner. The message from one organization was personal, robust with information, and warm. It was written by a specific individual, or perhaps generated to look [...]

How to Create Seasonally Relevant Customer Experiences

Tweet For many, the most magical time of the year is fast approaching.  One indicator that we are on the cusp of the holidays is the presence of Starbucks’ seasonal red cups.  The next several weeks are so often a whirlwind of activity with good intentions to stop and connect…but sometimes few opportunities to actually [...]

Customer Experience – Is it Care or Speed?

Tweet Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.”  Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on [...]

Why having a heart for Military Veterans matters!

Tweet As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of these highly trained individuals while helping to reduce the high rate of unemployment [...]

Challenging Awakeness – From Favorite to Former

Tweet It seems so trivial but it really is the “little things” that annoy consumers.  I was at a sandwich shop recently where I purchased a $7 roast beef sandwich.  After paying the cashier, a sandwich preparer advised me that they were out of roast beef and asked if I would like another option.  My [...]

Tweet-a-coffee? Mobilize the connection

Tweet In my latest book, Leading the Starbucks Way, one of the five business principles I delve into is titled “Mobilize the Connection.”  The quick version of the principle is that given our highly mobile society (and our growing need to have a smartphone at the ready) brands must not only build connections in face-to-face [...]

Meeting Customers – Your Road to Success

Tweet More than ever customers expect to have their needs met as soon as they ask. Actually, they expect those needs will be addressed even before they ask! In our instant gratification, “text message me,” “give me an app for that” world – winning leaders anticipate customers needs and don’t wait for customers to identify [...]

INFOGRAPHIC – The Evolution of Starbucks Mobile Marketing Strategy


Is is loyalty or buying customers?

Tweet We all have those loyalty cards hanging from our key rings as we make our way to CVS, Starbucks, and anywhere else we can get a discount or two. As a consumer, we know that as long as we carry these pieces of plastic, bargains await us. Business owners assume we use these cards [...]

McGraw-Hill is Happy to Announce My Book Hits Bookstores this Week – Leading The Starbucks Way

Tweet By Joseph Michelli, New York Times Bestselling Author of The Starbucks Experience “An accessible and practical guide to corporate success.” Publishers Weekly “Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience.” Kirkus Reviews The international success of Starbucks begins with a promise: To [...]