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Joseph's Blog

Tag Archives: The Michelli Experience

{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

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Back with an Apology: Rare Rewards of Service Professionalism

Tweet I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the same time, I am disheartened when service providers take little pride in developing the skills necessary to be true service professionals. It is my belief that automation will replace […]

{Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

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McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Tweet Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of […]

{Infographic} Revisiting Convenience – Lessons from H2O

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{Infographic} When The Customer Is Wrong – Should The Business Be Right?

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When The Customer Is Wrong – Should The Business Be Right?

Tweet In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be […]

{Infographic} The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

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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 […]