Thinking Ahead.
Customer experience, loyalty, and the AI era.
A new post every week — drawn from Joseph's current research and the ideas shaping his presentations.
1139 posts in the archive
Earlier writing.
Page 10 of 57
- Feb 28, 2024
How to Build Customer Loyalty Through Service Recovery
Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Studies also show that customers who experience a service failure followed by an exceptional recovery are…
- Feb 22, 2024
Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
In this week’s blog, I discussed about creating a glocal customer experience. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…
- Feb 21, 2024
Are You Glocal?: How to Balance Brand Consistency with Community Connection
I first encountered the terms "glocal " and "glocalization " over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks' "glocalization" opportunity in my second…
- Feb 15, 2024
Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)
In this week’s blog, I discussed about increasing ritual in your business. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…
- Feb 14, 2024
Cultivating Passion and Purpose: The Power of Rituals in Business
Many leaders constantly manage daily challenges or spend a lot of time "putting out recurring fires." Others find a way to manage daily operational challenges with minimal effort - leaving ample time to ignite a passion for products, services, and…
- Feb 8, 2024
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos (Infographic)
In this week’s blog, I discussed about deploying a customer experience template. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please…
- Feb 7, 2024
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos
In a world where so many brand interactions are automated, direct human-to-human contact with customers is both a privilege and an opportunity. When a customer speaks to a team member by phone or in person, it is a rare and special chance to…
- Feb 1, 2024
Silo Busting Your Way to Customer Loyalty and Referrals (Infographic)
In this week’s blog, I discussed about maximizing customer experience collaboration. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team,…
- Jan 31, 2024
Silo Busting Your Way to Customer Loyalty and Referrals
Alas, we've all seen how organization silos create friction and lead to customer experience breakdowns. When departments or teams don't communicate or collaborate effectively, customers often have to repeat themselves, switch channels to get…
- Jan 25, 2024
Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)
In this week’s blog, I discussed about increasing personalization in your business. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please…
- Jan 24, 2024
Customer Care vs. Speed of Service: Finding the Right Balance
Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Studies also show that customers who experience a service failure followed by an exceptional recovery are…
- Jan 18, 2024
Driving Customer Experience through Personalization (Infographic)
In this week’s blog, I discussed about increasing personalization in your business. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please…
- Jan 17, 2024
Driving Customer Experience through Personalization
Personalization is crucial for customer engagement and loyalty. Marissa Mayer, formerly the president and CEO of Yahoo, put it this way: Consumer research shows personalized experiences (much like increased customer convenience) are fundamental to…
- Jan 11, 2024
Starbucks - A Guide to Fostering Customer Connection (Infographic)
In this week’s blog, I discussed about maximizing customer connections. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…
- Jan 10, 2024
Starbucks - A Guide to Fostering Customer Connection
Starbucks, a brand synonymous with coffee, transcended the beverage sector by focusing on product differentiation, customer choice, and a customer experience (CX) brewed for efficiency and enriched human connection. My book, Leading the Starbucks…
- Jan 4, 2024
The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips (Infographic)
In this week’s blog, I discussed about positioning your customer experience strategy for success. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- Jan 3, 2024
The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips
Looking back to 2023 and ahead to 2024, customer experience delivery appears to be continuing as a high-speed roller coaster ride. Last year, at lightning speed, AI and other technologies substantially reshaped how businesses interact with…
- Dec 21, 2023
How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing (Infographic)
In this week’s blog, I discussed about the gifts you gave and received this holiday season. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our…
- Dec 20, 2023
How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing
As you prepare for Christmas, I have lightly modified a post from years ago. About 32 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete…
- Dec 14, 2023
Navigating the Holiday Rush with a Relationship-First Approach (Infographic)
In this week’s blog, I discussed about delivering relationship-first experiences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please…
Joseph Michelli
Bestselling author of twelve books on Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. Top 5 Global CX Thought Leader for ten consecutive years.
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