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 16 of 57
- 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…
- Sep 29, 2022
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success (Infographic)
In this week’s blog, I discussed about 5 classic "momisms" that can help elevate 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…
- Sep 28, 2022
Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
When I was 13, I thought I knew everything, and my parents knew nothing. Eight years later, I was less sure of myself, and my parents seemed to have gotten a lot smarter. Out of respect for parental wisdom, let's look at five classic "momisms" to…
- Sep 22, 2022
How to Spark EI and CX - Igniting Empathy and Emotional Skill (Infographic)
In this week’s blog, I discussed about how to spark EI and CX. 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…
- Sep 21, 2022
How to Spark EI and CX - Igniting Empathy and Emotional Skill
If you want to deliver elevated customer experiences (CX), select people with emotional intelligence (EI) and help them develop their full potential. As you probably know, Daniel Goleman is the principal researcher, theorist, and author on EI. His…
- Sep 15, 2022
Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings (Infographic)
In this week’s blog, I discussed about how to make customer breakdowns into breakthroughs. 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 14, 2022
Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings
Let's assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase ? Hopefully, you…
- Sep 8, 2022
Choose your Attitude, It's Showtime - How to Actually Care for Every Customer (Infographic)
In this week’s blog, I discussed about how to actually care for every customer. 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 7, 2022
Choose your Attitude, It's Showtime - How to Actually Care for Every Customer
Charles Swindoll once said: When delivering outstanding customer experiences (CX), our attitude might not be everything, but attitude is foundational to success. Here are five attitudinal qualities for your journey to customer experience excellence.…
- Sep 1, 2022
How to Actually Show Gratitude – The Lost Art of Appreciation (Infographic)
In this week’s blog, I discussed about how to actually show gratitude. 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…
- Aug 31, 2022
How to Actually Show Gratitude - The Lost Art of Appreciation
I'll say it, Using words to acknowledge gratitude is part of developing social courtesy, but words like thank you must be supported by a grateful heart and appreciative action . In business (and more broadly in all aspects of life), the words THANK…
- Aug 25, 2022
Why Send Customers Away - The Art of Building Trust and Loyalty (Infographic)
In this week’s blog, I discussed the are of building trust and loyalty. 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…
- Aug 24, 2022
Why Send Customers Away - The Art of Building Trust and Loyalty
How often have you told customers that they would be better served elsewhere? When was the last time a salesperson sent you to a competitor? This newsletter post will sound like business-ending advice for some people, but please hear me out. You…
- Aug 18, 2022
How to Crush Signature Moments - The Art of Subtly Delighting Customers (Infographic)
In this week’s blog, I discussed about the ideas for creating your "Signature Moment". 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
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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