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 18 of 57
- 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…
- May 12, 2022
Cut the Clutter: How to Create Customer Delight By Making Less More (Infographic)
In this week’s blog, I discussed about how to create customer delight by making less more. 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 11, 2022
Cut the Clutter: How to Create Customer Delight By Making Less More
According to Colin Powell (US Secretary of State and Chairman of the Joint Chiefs of Staff), I've argued that extraordinary customer experience brands are also GREAT SIMPLIFIERS. In a world where customers want: it's tempting to add more people,…
- May 5, 2022
Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value (Infographic)
In this week’s blog, I discussed the 6 Steps for Sparking Customer Value. 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…
- May 4, 2022
Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value
Recently I typed "Business Success Books" into a Google search and got 1.6 million results. In one of those 1.6 million books (my latest one titled Stronger Through Adversity ), I reduce business and customer experience excellence down to six…
- Apr 28, 2022
Winning the Customer Experience - How to Drive Customer Loyalty and Referrals (Infographic)
In this week’s blog, I discussed about how to drive customer loyalty and referrals. 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…
- Apr 27, 2022
Winning the Customer Experience - How to Drive Customer Loyalty and Referrals
There are only FOUR ways to improve your customer experience. I refer to them as 3P's and a T - which stands for Let me give you a pictorial example from my Mercedes-Benz USA (MBUSA) work. The image to the right was taken in the MBUSA customer…
- Apr 21, 2022
Amping up Delight - How to Actually Maximize Customer Pleasure (Infographic)
In this week’s blog, I discussed about how to actually maximize customer pleasure. 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…
- Apr 20, 2022
Amping up Delight - How to Actually Maximize Customer Pleasure
In my last newsletter, I highlighted twelve forms of pleasure outlined by Professors Costello and Edmonds. Those dimensions are creation, exploration, discovery, difficulty, competition, danger, captivation, sensation, sympathy, fantasy,…
- Apr 14, 2022
Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)
In this week’s blog, I discussed about my recipe for customer loyalty and referrals. 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,…
- Apr 13, 2022
Customer Satisfaction vs Delight? Make the Choice for Business Survival
You probably don't want to read the following sentence. How fair is that? Fair or otherwise, customers aren't making purchase and loyalty decisions based on satisfaction - they choose based on emotion! Alan Zorfas and Daniel Leemon published a…
- Apr 7, 2022
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)
In this week’s blog, I discussed about sparking delight across every customer 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,…
- Apr 6, 2022
Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience
As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative…
- Mar 31, 2022
Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience (Infographic)
In this week’s blog, I discussed about how to mix pleasure into every customer 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,…
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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