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 18 of 57
- 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…
- Jun 8, 2022
How to Attract and Keep Employees - 10 Absolute Must-Haves
Last week, I offered ten evidence-based practices for driving employee engagement and retention. Given the current challenges of attracting and retaining employees and the impact of those challenges on customer experience delivery, let's dive right…
- Jun 2, 2022
Ten Ways to Keep Employees – Fundamentals for Robust Engagement (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 1, 2022
Ten Ways to Keep Employees - Fundamentals for Robust Engagement
The rationale for my renaming preference is twofold: For this newsletter, I will resist conventional language and talk about ways to enhance the human experience of employees. For our purposes, I'll stick with evidence-based approaches (those that…
- May 26, 2022
Know Your Customer - How to Seize Opportunities and Engage Loyalty (Infographic)
In this week’s blog, I discussed about how to seize opportunities and engage 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,…
- May 25, 2022
Know Your Customer - How to Seize Opportunities and Engage Loyalty
Let's imagine you have a friend who owns a restaurant, and your friend asks you the following question: How would you respond? As a young consultant, I would have quickly responded to that type of inquiry. These days I resist the urge to offer…
- May 19, 2022
How to Actually Win Customers - Move Astonishingly and Brazenly Fast (Infographic)
In this week’s blog, I discussed about four tips for picking up the pace on the service 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…
- May 18, 2022
How to Actually Win Customers - Move Astonishingly and Brazenly Fast
Racecar driver Mario Andretti once said that “if everything seems under control, you are not going fast enough.” Mario's words transcend automobile racing and apply to customer experience delivery. Tidio recently conducted a study of more than 1,000…
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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