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Joseph's Blog

Tag Archives: Differentiation

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 […]

Not Just Fast: Understanding a Responsive Experience

Tweet As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in […]

{Infographic} Guilt or Greatness?

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} 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

{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 […]

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Tweet Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind […]

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 […]

{Infographic} Once Upon a Time People Assisted One Another…

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