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 17 of 57
- Aug 17, 2022
How to Crush Signature Moments - The Art of Subtly Delighting Customers
Can you keep a secret? Ok, here goes. All right, maybe that's not a secret, but many business leaders haven't thought about the moments that matter most to their customers. Worse yet, they haven't tried to create a "moment" that differentiates their…
- Aug 11, 2022
How to Design Wow - An Approach to Satisfy and Delight (Infographic)
In this week’s blog, I discussed the steps to design your next product/experience using the Kano model . For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Aug 10, 2022
How to Design Wow - An Approach to Satisfy and Delight
Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let's look at the Kano model, developed…
- Aug 4, 2022
Playing to Win: How to Think & Act Like Zappos (Infographic)
In this week’s blog, I discussed the five elements of Zappos' culture that warrant attention. 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…
- Aug 3, 2022
Playing to Win: How to Think & Act Like Zappos
I started my book about Zappos with a tweet and a question. The tweet read: The question was: Here's the short answer: Zappos is an online shoe and clothing retailer founded in 1999 by Nick Swinmurn and acquired a decade later by Amazon for $1.2…
- Jul 28, 2022
Being the Ritz Carlton of Your Industry: How to Deliver Delight (Infographic)
In this week’s blog, I discussed the 5 lessons on fostering service excellence and elevated experiences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Jul 27, 2022
Being the Ritz Carlton of Your Industry: How to Deliver Delight
The Ritz-Carlton Hotel Company carries an experience excellence mystique. Inspired by the company's namesake, Cesar Ritz (who said "the customer is always right"), the brand continues to be synonymous with luxurious and nurturing guest experiences.…
- Jul 21, 2022
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer (Infographic)
In this week’s blog, I discussed the colorful ways to delight 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 visit…
- Jul 20, 2022
Are You Catching the Big Fish? Colorful Ways to Delight Every Customer
Have you been to Seattle, Washington? If so, you've probably visited or heard about the Pike Place Fish Market. In case you missed it, let me clue you in on Pike Place Fish and provide three customer experience lessons from this special…
- Jul 14, 2022
One of the Most Asked Questions: How Customer Experience Leaders Really Win (Infographics)
In this week’s blog, I discussed about moving toward world-class experience . 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 13, 2022
One of the Most Asked Questions: How Customer Experience Leaders Really Win
I'm fortunate to consult with many companies that deliver extraordinary customer experiences (CX) - some of which are featured in my books . Because of that work, media and social media interviewers often ask me: Here are five characteristics to…
- Jul 7, 2022
Behavior vs. Score – How to Track What Actually Matters (Infographic)
In this week’s blog, I discussed the ten ways to keep employees. 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 6, 2022
Behavior vs. Score - How to Track What Actually Matters
Let's assume you believe your organization is providing an outstanding customer experience (CX). As a consultant, the first question I would ask about that perceived CX excellence would be: Hopefully, your "proof points" will include a blend of 4…
- Jun 30, 2022
There's More to Service - 5 Ways to Help and Care (Infographic)
In this week’s blog, I discussed about how to attract and keep employees. 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 29, 2022
There's More to Service - 5 Ways to Help and Care
To ensure my clients don't get one-dimensional in their service delivery, I've created a model I call " 5 Ways to Serve." I share it here to spark team conversations about how you care for those you serve. 5 Ways to Serve 1) Doing For (acting on…
- Jun 23, 2022
Customer Psychology - How to Enhance Experiences and Boost Sales (Infographic)
In this week’s blog, I discussed the ten ways to keep employees. 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 22, 2022
Customer Psychology - How to Enhance Experiences and Boost Sales
As a licensed psychologist and customer experience professional, I am reluctant to share psychological insights due to fear that some people will misuse them and manipulate consumers. As such, I offer five psychologically-related questions that will…
- Jun 16, 2022
Do You Want People to Repurchase? Become a Confidence Building Business (Infographic)
In this week’s blog, I discussed the ten ways to keep employees. 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 15, 2022
Do You Want People to Repurchase? Become a Confidence Building Business
Read on ONLY if you want your existing customers to return and buy more from you. Marketing messages and new products bombard us all, so we have to give customers reasons to repurchase. Here's how. A 2022 Gartner report shows the most successful…
- Jun 9, 2022
How to Attract and Keep Employees - 10 Absolute Must-Haves (Infographic)
In this week’s blog, I discussed about how to attract and keep employees. 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…
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