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 19 of 57
- 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…
- Mar 3, 2022
So You Want to Measure Customer Effort - 3 Things You Must Know (Infographic)
In this week's blog, I discussed about 3 thing you must know in measuring customer effort. 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 2, 2022
So You Want to Measure Customer Effort - 3 Things You Must Know
When the Greek philosopher Sophocles said, "success is dependent on effort," he wasn't thinking about 21st-century customer experiences. Today, in a consumer context, Sophocles might have said: In last week's newsletter , I offered a rationale for…
- Feb 24, 2022
Are You Easy? How to Drive Loyalty by Reducing Customer Effort (Infographic)
In this week's blog, I discussed customer effort and why you should be measuring it. 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,…
- Feb 23, 2022
Are You Easy? How to Drive Loyalty by Reducing Customer Effort
When I was in high school, no one wanted to be described as "easy." However, an "easy" customer experience is a different story! Let's take a quick look at customer ease, how to measure effort, when to measure it, and why some customer effort can be…
- Feb 17, 2022
What's Love Got to Do With It? - How to Conquer Customers' Hearts (Infographic)
In this week’s blog, I discuss the role of love in business and tips for winning the heart of your customer. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog,…
- Feb 16, 2022
What's Love Got to Do With It? - How to Conquer Customers' Hearts
To get in the spirit of this post, it helps (although it's not required) to play Tina Turner's What's Love Got to Do With It ? When it comes to business and, more specifically, customer experience delivery, what does love have to do with that ? In…
- Feb 10, 2022
Customer Experiences Beset With Bows - How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I discuss ways to put a bow on…
- Feb 9, 2022
Customer Experiences Beset With Bows - How to Celebrate and Delight Every Time
As you get ready for Valentine's day, you might want to pay particular attention to the boxes and bows. I was reminded of the "power of bows" while consulting for and writing a book about Mercedes-Benz titled Driven to Delight . Since a…
- Feb 3, 2022
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix (Infographic)
In this week’s blog, I discuss ways to address 5 primary customer issues before they become complaints. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I…
- Feb 2, 2022
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix
The late Steve Jobs once said, " ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions ." Last week, we focused on executing fixes in response to customer complaints. This week let's talk about driving…
- Jan 27, 2022
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)
In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I…
- Jan 26, 2022
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
I'm not a fan of the line, I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). Accordingly, I view complaints as "opportunities," and our response to them should be…
- Jan 20, 2022
Do Reward Programs Produce Loyalty? - Tips for Creating Incentives That Drive Business (Infographic)
In this week's blog, I discussed distinctions between customer loyalty and a rewards program. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes those distinctions and offers tips for…
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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