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Joseph's Blog

Tag Archives: Michelli Experience

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Tweet I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. With all […]

{Infographic} Getting More Referrals

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Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Tweet I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 […]

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Tweet Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. Along that educational journey, I was exposed to many theorists and various models of human motivation and perception (operant and classical conditioning, needs hierarchies, etc.). One organizing concept has proven to […]

All Business is Personal – Consistency with a Twist

Tweet Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will […]

How to Benefit from the Voice of Your Employees {Guest Post}

Tweet Take a moment to think about your business. Think about the day-to-day tasks and the work that gets done. Consider who it is that is doing most of this work, investing their time and energy into bettering your company. In nearly every case, the answer will be your employees. An employee is an invaluable […]

{Infographic} It’s Viral, It’s Video Storytelling – Live Visuals Rule

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{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]

{Infographic} Is Business a Game? Customer Experience Lessons from Gaming

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