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Joseph's Blog

Tag Archives: Customer Experience Consulting

Customer Centricity is MORE than Customer Experience

Tweet Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of […]

The Robots are Here and There is Fear

Tweet I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those words at all. In fact, the words he did say  –  apparently something […]

Customer Experience Lessons from Television Advertising’s Biggest Day In America

Tweet First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around […]

Retail Armageddon, Chupacabra, and Other Myths

Tweet A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5th, Retail Armageddon: More bankruptcies in four months than all of 2016 June 3rd, It’s a retail Armageddon as over 1,000 stores close in […]

{Infographic} Please Ask My Opinion But Not Too Much!

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

What’s Your Signature? The Importance of Defining Brand Moments

Tweet When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.” In keeping with that message, I am excited to […]

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

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

{Infographic} Not Just Fast: Understanding a Responsive Experience

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

When It Matters Most: Customer Experience With the Fury of a Hurricane

Tweet Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. Blessed in a Storm On balance I was lucky (as […]

Leading with the GOOD: A must have for customer experience success

Tweet I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that […]