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 12 of 57
- 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…
- Aug 17, 2023
Unleashing the Power of Customer-Centric Innovation (Infographic)
In this week’s blog, I discussed about developing a customer-centric innovation process. 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,…
- Aug 16, 2023
Unleashing the Power of Customer-Centric Innovation
Leaders often resort to dramatic cost-cutting measures during economic downturns and high inflation. However, to achieve organic growth and sustainable profitability, a contrarian approach often pays dividends - especially in the context of…
- Aug 10, 2023
The Power of Metrics: Knowing Beyond Subjectivity (Infographic)
In this week’s blog, I discussed about selecting and tracking key customer metrics. 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 9, 2023
The Power of Metrics: Knowing Beyond Subjectivity
"How do you know?" - a question I often ask as a consultant that carries immense value for business leaders. Quantifiable metrics are critical to continuous improvement, especially when it comes to understanding employee engagement levels or…
- Aug 3, 2023
Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology (Infographic)
In this week’s blog, I discussed about leveraging neuromarketing and sensory elements throughout the journey of your customers. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s…
- Aug 2, 2023
Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology
I have long been a fan of Martin Lindstrom's work and am grateful for opportunities to work with him through the years. As you likely know, Martin has conducted extensive studies on customer behavior, branding, and neuromarketing, which he has…
- Jul 27, 2023
Why You Must Overcome Continuous Partial Attention & How to Do It! (Infographic)
In this week’s blog, I discussed about executing consistent service excellence. 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.
More about Joseph