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Joseph's Blog

Tag Archives: Michelli Experience

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Tweet Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. Along that educational journey, I was exposed to many theorists and various models of human motivation and perception (operant and classical conditioning, needs hierarchies, etc.). One organizing concept has proven to […]

All Business is Personal – Consistency with a Twist

Tweet Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will […]

How to Benefit from the Voice of Your Employees {Guest Post}

Tweet Take a moment to think about your business. Think about the day-to-day tasks and the work that gets done. Consider who it is that is doing most of this work, investing their time and energy into bettering your company. In nearly every case, the answer will be your employees. An employee is an invaluable […]

{Infographic} It’s Viral, It’s Video Storytelling – Live Visuals Rule

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]

{Infographic} Is Business a Game? Customer Experience Lessons from Gaming

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Nailing the Numbers – Your Future Equals Your Customer Experience

Tweet I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally […]

Legacy Schmegacy – What Will You Be Known For? {Infographic)

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Thanksgiving & Your Business Year-Round

Tweet Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more. It turns denial into acceptance, chaos to order, confusion to clarity. It can turn a meal into a feast, a house into a home, a stranger into a friend. “ I’ve taken the […]