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.
1145 posts in the archive
Earlier writing.
Page 13 of 58
- 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…
- Jul 26, 2023
Why You Must Overcome Continuous Partial Attention & How to Do It!
Former Apple & Microsoft executive Linda Stone coined the term "continuous partial attention" to describe repeatedly splitting attention between multiple sources. Most of us think of this as multi-tasking. In the context of serving customers,…
- Jul 20, 2023
How to Emotionally Engage Your Customers Through Storytelling (Infographic)
In this week’s blog, I discussed about delivering engaging brand stories. 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…
- Jul 19, 2023
How to Emotionally Engage Your Customers Through Storytelling
Years ago, the late Tony Hsieh (then CEO of Zappos) invited me to present at a Zappos All Hands meeting as part of my book launch for: As always, I welcomed the opportunity to work with Tony and present to Zapponians (Zappos team members). Their…
- Jul 13, 2023
Beyond Good Intentions - Keys to Executing for Customers (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…
- Jul 12, 2023
Beyond Good Intentions - Keys to Executing for Customers
Most people want to serve customers well. However, service intentions often break down as customers seek to get their needs met. Here's an example that a reader shared with me regarding a breakdown During a service request to get a propane gas tank…
- Jun 29, 2023
Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum (Infographic)
In this week’s blog, I discussed about leveraging caring artistry. 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…
- Jun 28, 2023
Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum
My friend Scott Mckain wrote a powerful customer experience book titled, All Business is Show Business , which prompted me to wonder: To answer that question, I picked up P.T. Barnum's book “ The Art of Money Getting: Golden Rules for Making Money…
- Jun 22, 2023
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management (Infographic)
In this week’s blog, I discussed about de-escalating conflict and driving emotional intelligence. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- Jun 21, 2023
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Welcome to the modern world of customer service, where confrontations increasingly resemble boxing matches! You can picture a loud, brash, and entitled customer in the red corner and a poorly selected, ill-trained staff member in the blue corner.…
- Jun 15, 2023
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust (Infographic)
In this week’s blog, I discussed about executing well-received brand extensions. 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…
- Jun 14, 2023
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Let's assume you are trying to expand your product line or improve your service delivery model. How much change should you attempt? As context for that question, here's an excerpt from my book, The Zappos Experience Brand positioning experts will…
- Jun 8, 2023
Why All Business is Personal: Keys to Humanizing Business Success (Infographic)
In this week’s blog, I discussed about humanizing the experiences you deliver. 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…
- Jun 7, 2023
Why All Business is Personal: Keys to Humanizing Business Success
A recurring theme throughout my career as an author, public speaker, and business consultant has been, Amidst the rush for revenue generation and product development, companies sometimes overlook the importance of fostering deep personal…
- 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,…
Joseph Michelli
Joseph Michelli, Ph.D., is a Certified Speaking Professional and #1 New York Times bestselling author whose books are drawn from his work inside Starbucks, The Ritz-Carlton, Mercedes-Benz, Airbnb, and Zappos. His new book, Get Me a Person, releases December 8. Signed, personalized copies available now. He helps leadership teams design human-centered, technology-aided experiences that build loyalty and referrals. Start a conversation about your team.
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