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Joseph's Blog

Category Archives: Human Performance

5 Things You Should Not Do in the Name of Customer Experience

Tweet I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Part of […]

Redesigning Process Improvement in the Age of AI & the Customer {Infographic}

Tweet As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers.   _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York […]

Social Media Influencers and Your Customer Experience

Tweet Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like […]

Starbucks Stores Closing for Training | Infographic

Tweet   _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli

Email Etiquette {Infographic}

Tweet   _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli

The Future of Customer Experience Delivery

Tweet My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick […]

Business Sustainability Infographic

Tweet   _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli SaveSave SaveSave SaveSaveSaveSave

Business Sustainability – Convenience, Speed, and Choice

Tweet In my house, we called it “Torture Us” as a synonym for Toys “R” Us! Goodbye Toys “R” Us and Hello Your Sustainability The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those […]

What is CRM? | Infographic {Guest Post}

Tweet My, my, the world of sales has come a long way in just a few decades: From tablets of paper and loads of pens, most salespeople can now access online-based information gathering systems that tell them everything from a customer’s first contact with a business to what they prefer and who their key contacts […]

Starbucks: Greatness Personified/Excellence Diversified – What About You?

Tweet I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – […]