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Joseph's Blog

Tag Archives: Customer Experience Consulting

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 […]

{Infographic} Big Data to the Rescue of the Passenger 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

United Airlines: Big Data to the Rescue of the Passenger Experience?

Tweet It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February […]

Guilt or Greatness? Associations that Affect Customer Perception

Tweet When I was a kid, one of my mother’s favorite “mom-isms” was…tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations […]

{Infographic} Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

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

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

Tweet You might say I am on a “trust” kick. In last week’s blog, I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Finally, I asserted that trust begets […]

{Infographic} Winning Customer Experiences – Simple Matter of Trust

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Winning Customer Experience – Simple Matters of Trust

Tweet Customer Experience and Trust…hmmm. Here’s three quick questions to engage your brain. 1) How would you answer the following?  “Most people can be trusted” – True or False? 2) What percentage of Americans answered “True” to that question in 1964? and, 3) What percentage of Americans answered “True” to the same question in 2016? […]

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

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