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.
1126 posts in the archive
Earlier writing.
Page 10 of 57
- 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…
- Dec 13, 2023
Navigating the Holiday Rush with a Relationship-First Approach
In the thick of the holiday shopping frenzy, it's all too easy for businesses to get lost in the pursuit of sales. However, based on my experience, the true art of holiday retail is selling while also nurturing relationships. The holiday season is…
- Dec 7, 2023
Hinges on Knowing Your Competencies (Infographic)
In this week’s blog, I discussed about how to deliver a differentiated 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…
- Dec 6, 2023
Customer Experience Excellence Hinges on Knowing Your Competencies
In my youth, I wanted to be "all things to all people" or at least "most things to most people." Slowly and sometimes painfully, my customer experience consulting career has taught me the importance of simplifying my focus. Rather than constantly…
- Nov 30, 2023
Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends (Infographic)
In this week’s blog, I discussed about how to drive customer loyalty. 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…
- Nov 29, 2023
Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends
In an era where customer options are seemingly endless, the quest for loyalty is both challenging and mission critical. That journey to customer advocacy starts at the top, with leaders crafting and steering a customer experience vision. Here are…
- Nov 23, 2023
Thankful Leadership - Why & How to Develop a Grateful Culture (Infographic)
In this week’s blog, I discussed about how to drive a culture of gratitude. 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…
- Nov 22, 2023
Thankful Leadership - Why & How to Develop a Grateful Culture
Five years ago, I posted the following: My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good…
- Nov 16, 2023
Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. 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,…
- Nov 15, 2023
Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business
This is the second in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This post focuses on the intersection of human service and technologies like AI across customer journey phases.…
- Nov 9, 2023
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. 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,…
- Nov 8, 2023
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals
This is the first in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This initial post focuses on the strengths of technology-aided and human-powered customer experiences. Upcoming…
- Nov 2, 2023
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)
In this week’s blog, I discussed about how to gain insights from customer observations. 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,…
- Nov 1, 2023
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders
Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey. As someone who has helped brands with all types of customer listening and observation, I can speak to the value of taking time to…
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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