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Joseph's Blog

Category Archives: Employee Engagement

5 Things You Should Not Do in the Name of Customer Experience

Tweet I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot In case you aren’t familiar with the Spot referenced by the reader, he/she was a dog companion of Dick and Jane. Part of […]

Everyone Has a Platform: Are You Training for that Reality? | Infographic

Tweet   Want more on service excellence and training? Read the blog post that inspired this infographic. _________________________________________________________________ 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. […]

Everyone Has a Platform: Are You Training For that Reality? | Service Excellence

Tweet As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3 Billion Drop in Value Is Linked to A Kardashian: The entrepreneur and Kardashian […]

Complexly Simple – Success Can Breed Mediocracy

Tweet Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment. In other words, people who are successful often resist change. Most of us suffer from at least a smidge of metathesiophobia (the fear of change). Certain things can help the condition – […]

Gratitude is a Customer Experience Differentiator

Tweet If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” Beyond Social Skills – Words […]

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Tweet His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the […]

{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 […]

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 […]

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 […]