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 19 of 57
- 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,…
- Mar 30, 2022
Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience
I design experiences. It's a wonderful gig - especially given the remarkable brands that entrust me to help them engage their team members and customers. It's also an amazing time to be a designer since tools like augmented, virtual, and mixed…
- Mar 24, 2022
Stick the Landing - How to Use the Peak End Theory to Amaze Customers (Infographic)
In this week’s blog, I discussed about how to use the peak end theory to amaze customers. 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,…
- Mar 23, 2022
Stick the Landing - How to Use the Peak End Theory to Amaze Customers
In gymnastics, it's referred to as "sticking the landing." I'll call it "creating memorable endings." In the prior two installments of this three part-series on Moment's-that-Matter (MTMs), I've focused on beginnings and transitions. This newsletter…
- Mar 17, 2022
Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions (Infographic)
In this week’s blog, I discussed about transitions in your business. 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…
- Mar 16, 2022
Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions
While most brands help customers feel valued, appreciated, and loved during the sales phase of their journey, customer love wanes after the sale is complete. Accordingly, customers often wonder, in the words of the 1961 Shirell's song, "Will you…
- Mar 10, 2022
Moments of Truth - How to Master What Actually Matters to Customers (Infographic)
In this week’s blog, I discussed about four tips for owning arrival moments and customer perceptions of belonging. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To…
- Mar 9, 2022
Moments of Truth - How to Master What Actually Matters to Customers
In 1981, Jan Carlzon saved Scandinavian Airlines by focusing on "Moments of Truth." Six years later, he wrote a book titled Moments of Truth - New Strategies for Today's Consumer-Driven Economy Carlzon described those moments as all interactions…
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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