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 13 of 57
- Jun 1, 2023
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer (Infographic)
In this week’s blog, I discussed about the What," "How," and "Why of Customer 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,…
- May 31, 2023
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer
In today's competitive and global business environment, customer experience is the great differentiator. Unfortunately, while many businesses claim to put customers first, few create raving fans. Let's explore the role customer engagement (as…
- May 25, 2023
Unforgettable Experiences: Poignant Lessons on Authentic Care (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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…
- May 24, 2023
Unforgettable Experiences: Poignant Lessons on Authentic Care
The Ritz-Carlton Hotel Company has long been synonymous with outstanding customer service and unforgettable experiences. Here's a touching example of a memorable experience from my book. Laura Gutierrez, a Ritz-Carlton HR Director, learned about…
- May 18, 2023
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks (Infographic)
In this week’s blog, I discussed about designing and delivery differentiated customer 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…
- May 17, 2023
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
You are likely in an industry where competition is fierce and customer retention is critical. Since globalization has led to products and services that are increasingly similar, a well-crafted and consistently executed customer experience is a…
- May 11, 2023
Service Recovery: How to Apologize and Build Strong Customer Relationships (Infographic)
In this week’s blog, I discussed about ways to differentiate your business through service recovery. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- May 11, 2023
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista (infographic)
In this week’s blog, I discussed about the lessons from a Starbucks Barista. 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…
- May 10, 2023
Service Recovery: How to Apologize and Build Strong Customer Relationships
The Ritz-Carlton Hotel Company is renowned for exceptional guest experiences. In my book I share my work with leaders at this iconic service brand and how those leaders ensure consistently elevated service levels. I also note that NO business ( not…
- May 3, 2023
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
In my books, The Starbucks Experience and Leading the Starbucks Way , I've shared many lessons from frontline team members ( referred to as partners at Starbucks) . While leadership approaches to customer experience are critical, I've found that…
- Apr 27, 2023
4 Key Business Strategies for Success (Infographic)
In this week’s blog, I discussed about key strategies for business 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 our team, please visit…
- Apr 26, 2023
4 Key Business Strategies for Success
There are many ways to make money, but all involve choosing and executing an effective strategy. Let's look at four common business approaches: I would like to point out that the best strategy always fits your strengths and your customer needs.…
- Apr 20, 2023
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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,…
- Apr 19, 2023
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Gratitude is essential to any healthy relationship, whether it's between family members, friends, or your business and customers. While saying "thank you" is a good start, genuine gratitude requires more than words. A sincere expression of gratitude…
- Apr 13, 2023
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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,…
- Apr 12, 2023
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
At least for now, Artificial Intelligence (AI) cannot replace Human Intelligence - when it comes to compassion, empathy, authenticity, or genuine concern. I asked the AI engine Bing to "demonstrate empathy." Bing's response was a rudimentary…
- Apr 6, 2023
VUCA and YOU - How to Lead in Ambiguous Times (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with A mbiguity. 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,…
- Apr 5, 2023
VUCA and YOU - How to Lead in Ambiguous Times
This ends my four-part series on managing the challenges of living in and leading through VUCA ( V olatility, U ncertainty, C omplexity, and A mbiguity). If you missed any posts in this series, they begin here . This installment focuses on the A in…
- Mar 30, 2023
VUCA and YOU - How to Thrive in Complex Times (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with C omplexity. 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…
- Mar 29, 2023
VUCA and YOU - How to Thrive in Complex Times
Third in a Series This four-part series addresses strategies for managing the challenges of living in and leading through VUCA ( V olatility, U ncertainty, C omplexity, and A mbiguity). If you missed the first installment ( which puts VUCA in a…
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