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Joseph's Blog

Category Archives: Leadership Keynote

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Tweet                                                                                           ________________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and […]

Customer Value: Expanding Across the 12 Standard Forms of Value

Tweet Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing […]

Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You

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Customer Experience Speaker, Consultant, Author OR…A Robot

Tweet At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than […]

Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES

Tweet It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions of doom haunt many traditional retailers such as the Sears Holding Corporation (parent entity for both Sears and Kmart and an employer of 140,000 people). In a recent SEC […]

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

Tweet When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The challenge is to identify which product, process or technology improvement will produce the greatest benefits […]

{Infographic} What Are Your UICs?

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What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

Tweet I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently, high profile incidents at American Airlines (a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the […]

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Tweet In last week’s blog, I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about […]

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

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