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 16 of 57
- Dec 8, 2022
Bitter to Loyal: How to Move Customers from Detractors Into Advocates (Infographic)
In this week’s blog, I discussed about ways to flip customers from detractors to advocates. 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 7, 2022
Bitter to Loyal: How to Move Customers from Detractors Into Advocates
Let's imagine an irate customer calls your business and is being transferred to you. Now, fast-forward to the end of your call and imagine that this once disgruntled customer says, "Thank you, I am a customer-for-life and will tell all my friends."…
- Dec 1, 2022
You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever (Infographic)
In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content.…
- Nov 30, 2022
You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever
In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: The Verint research cited by Madeline (and…
- Nov 24, 2022
Appreciating Customers Every Day - The Importance of Authentic Thanks (Infographic)
In this week’s blog, I discussed about ways to drive a culture of team member and customer appreciation. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Nov 23, 2022
Appreciating Customers Every Day - The Importance of Authentic Thanks
Thanks for spending time with me this year through my posts and books. I'm also grateful to people around the world who continue to entrust me to help them elevate team member and customer experiences. This time of year typically provides a time for…
- Nov 17, 2022
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth (Infographic)
In this week’s blog, I discussed the ways to help your team and organization emerge Stronger Through Adversity . For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To…
- Nov 16, 2022
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth
Author Karen Salmansohn suggests: If Karen is correct, most of us have collected a lot of "empowering lessons" since 2020. Lest we forget, in the US alone, we've recently faced: Sadly, that's just a partial list. What lessons have you learned, and…
- Nov 10, 2022
Bring on the Service Professionals? It's Time to Supplement Mainstream Self-Service (Infographics)
In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Nov 9, 2022
Bring on the Service Professionals? It's Time to Supplement Mainstream Self-Service
Is it just me, or have you noticed that it's getting harder to get ahold of a human being when you need customer service? For example, some websites have replaced their customer service number with online forms. Other companies still provide a phone…
- Nov 3, 2022
Don't Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)
In this week’s blog, I discussed the ways to enhance customer relationships. 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 2, 2022
Don't Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Here's a question for you, one that I hope you'll consider thoughtfully and answer honestly. I suspect you will want to answer the question with "we create relationships," since relational companies foster trust, enhance customer engagement, drive…
- Oct 27, 2022
Are You Winning Tomorrow? How to Really Create Lasting Customer Success (Infographic)
In this week’s blog, I discussed about ways to ensure customer 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…
- Oct 26, 2022
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
The world of customer care is littered with industry terms. Let's quickly dive into the three most commonly used phrases and then focus on elements that matter most to customers. To get started, I'll describe three concepts related to caring for…
- Oct 20, 2022
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty (Infographic)
In this week’s blog, I discussed about my take on four key lessons from The Fred Factor. 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,…
- Oct 19, 2022
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty
Recently, I had the good fortune to spend a month in a Tuscan farmhouse. In addition to alluring art, architecture, food, and wine, Italy is known for its "coffee counter culture." This ritualistic morning trek involves standing shoulder-to-shoulder…
- Oct 13, 2022
What Would your Customers Actually Say? Mustering Courage to Observe the Truth (Infographic)
In this week’s blog, I discussed about six primary ways to drive convenience. 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…
- Oct 12, 2022
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
The founder and former CEO of Amazon, Jeff Bezos said, Over the years, I modified that quote to suggest that Recently, I've reconsidered the accuracy of Bezos' quote and my modification. Posts or survey results are most often provided by highly…
- Oct 6, 2022
Join the Convenience Revolution - How to be Easier to do Business With (Infographic)
In this week’s blog, I discussed about six primary ways to drive convenience. 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…
- Oct 5, 2022
Join the Convenience Revolution - How to be Easier to do Business With
When I started working with and writing books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way ) in the early 2000s, Starbucks' leaders sought to create the "third place." Conceptually, the "third place" was a gathering…
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