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 11 of 57
- Oct 26, 2023
Porter's Five Forces and the Power of Customer Loyalty (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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…
- Oct 25, 2023
Porter's Five Forces and the Power of Customer Loyalty
Michael Porter's "five forces analysis" is a strategic tool that's been guiding business strategy for decades. When crafting my book Leading the Starbucks Way , I explored this framework through the lens of customer engagement and loyalty and will…
- Oct 19, 2023
How to Wow - Simple Acts That Make A Difference (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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…
- Oct 18, 2023
How to Wow - Simple Acts That Make A Difference
While "good" experiences meet customer expectations, "wow" experiences exceed them. "Wow" requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I…
- Oct 12, 2023
Emotional Economics: Crafting Deeper Connections with Those You Serve (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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…
- Oct 11, 2023
Emotional Economics: Crafting Deeper Connections with Those You Serve
While writing my book Leading the Starbucks Way , I took a deep dive into a branch of economics referred to as "behavioral economics." Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays…
- Oct 5, 2023
Memorable Customer Experiences Through Collaboration (Infographic)
In this week’s blog, I discussed about how you can drive memorable 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…
- Oct 4, 2023
Memorable Customer Experiences Through Collaboration
To support the connection between memorable experiences and customer storytelling, let's take a journey with "Joshie the Giraffe" and the Ritz-Carlton Amelia Island, Florida team. When writing my book, The New Gold Standard about The Ritz-Carlton…
- Sep 28, 2023
When It Comes To Customers, No Bad News Can Be Terrible News (Infographic)
In this week’s blog, I discussed about how you can effectively garner and leverage customer feedback. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Sep 27, 2023
When It Comes To Customers, No Bad News Can Be Terrible News
During a recent consulting engagement, a senior leader posed a question that took me aback: “Should we be asking for complaints?” The ensuing discussion with the leader's team was enlightening and reaffirmed some essential truths about customer…
- Sep 21, 2023
Your Customer Is Satisfied - Are They a Coupon Away from Leaving? (Infographic)
In this week’s blog, I discussed about how you can drive emotional engagement. 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…
- Sep 20, 2023
Your Customer Is Satisfied - Are They a Coupon Away from Leaving?
You've likely heard someone say, “Customer satisfaction is not enough. ” While that might initially sound counterintuitive, considerable research supports the statement. The Fallacy of Satisfaction Invariably, you've stayed at a hotel that met all…
- Sep 14, 2023
Emotional & Cultural Value: Lessons from Inca Cola & Starbucks (Infographic)
In this week’s blog, I discussed about how you can create emotional and cultural value. 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,…
- Sep 13, 2023
Emotional & Cultural Value: Lessons from Inca Cola & Starbucks
Imagine being an executive at Coca-Cola, one of the most recognized global brands. Your role with the company is to grow market share in Peru. Despite your extensive marketing efforts, you continually miss your sales goals because of a local drink:…
- Sep 7, 2023
Keeping Brand Promises - Delivering Experiences that Drive Referrals (Infographic)
In this week’s blog, I discussed about how you can create experiences in keeping with your brand promises. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Sep 6, 2023
Keeping Brand Promises - Delivering Experiences that Drive Referrals
The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It's what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your…
- Aug 31, 2023
The Art of "Otherness": How Authentic Leadership Wins the Customer & Employee Vote (Infographic)
In this week’s blog, I discussed about winning the vote of your team members and customers and ensuring their trust and loyalty. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s…
- Aug 30, 2023
The Art of "Otherness": How Authentic Leadership Wins the Customer & Employee Vote
Alas, another polarizing election cycle is underway in the US, and the heat of political rhetoric will again serve as a learning lab for WHAT NOT TO DO when leading a human-centric organization. While political candidates will try to convince us…
- Aug 24, 2023
Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals (Infographic)
In this week’s blog, I discussed about how you can create memorable 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…
- Aug 23, 2023
Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals
In my book, The New Gold Standard , I deeply dive into how operational excellence and process improvement lay the foundation for top-tier service, as exemplified by the ladies and gentlemen of the Ritz-Carlton. Let's look at the spa in the…
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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