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 17 of 57
- 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,…
- 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.…
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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