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 22 of 57
- Jun 22, 2021
Why Customer Experience Equals Open Mindset | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the fourth post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. To date in the series, I have gently borrowed concepts from Roger von Oech’s classic book A Whack on the Side of the Head and repurposed…
- Jun 15, 2021
Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the third post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. For two weeks, I've focused on innovation tips from the classic book A Whack on the Side of the Head by Roger von Oech. I'll finish…
- Jun 8, 2021
Embrace Ambiguity, Failure, and Fun | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the second post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. Last week, we started picking mental locks outlined in Roger von Oech's classic book A Whack on the Side of the Head . This week we’ll…
- Jun 1, 2021
There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success
In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative . The book's author, Roger von Oech (who received his Ph.D. from Stanford…
- May 25, 2021
World-Class CX Leaders | Zameer Kassam Fine Jewelry
Recently, I have been asked to highlight companies that demonstrate breakthrough customer experience (CX) innovation. So, before I launch into another series of posts, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. I won't…
- May 18, 2021
Deliver 5 Levels of Value | Team Member and Customer Experience Value
Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed…
- May 11, 2021
Find the Value in the Data | Team Member and Customer Experience Value
Zeuss Karravala, a principal analyst at ZK Research, shared results from a recent study his company conducted which showed “two-thirds of millennials admitted to changing loyalties to a brand because of a single bad experience.” Zeuss also noted the…
- May 4, 2021
It’s Not What You Value | Team Member and Customer Experience Value
I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers . The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what…
- Apr 27, 2021
Think Efficiency and Effectiveness | Team Member and Customer Experience Value
This is the third post in a series titled "Team Member and Customer Experience Value." Writing for the online magazine Simplicable , technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its…
- Apr 20, 2021
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
This is the second post in a series titled "Team Member and Customer Experience Value." This installment is titled "It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creation and…
- Apr 13, 2021
What's Value Got to Do With It | Team Member and Customer Experience Value
How do you create value for team members and customers? This is the first post in a series titled "Team Member and Customer Experience Value." In my recently released book titled Stronger Through Adversity , I wrote that “at its core, business is…
- Apr 6, 2021
Make it Simpler & Less Cluttered
According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I would argue extraordinary customer experience…
- Mar 30, 2021
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Tidio recently conducted a study of…
- Mar 23, 2021
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020…
- Mar 16, 2021
How to Deliver Memorable Internal and External Customer Experiences in a Pandemic and Post-Pandemic World | Let Them Buy Online
Brian Solis observed, " Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it. " Calling back to Brian Solis' quote, do you believe your business…
- Mar 9, 2021
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
Deepak Chopra once said that "All great changes are preceded by chaos." Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say…
- Mar 2, 2021
The Gifts of the Pandemic | Stronger Through Customer Experience Elevation
"My humanity is bound up in yours, for we can only be human together." Those are the words of civil rights leader Desmond Tutu. This is the final post in a series titled The Gifts of the Pandemic. If you've followed this series, you know we've been…
- Feb 23, 2021
The Gifts of the Pandemic | Stronger Through Gratitude
This is my next to the last post in my series titled The Gifts of the Pandemic. So far in this series, we’ve looked at pandemic gifts or teachable moments that include: The final installment in the series will focus on: It’s easy to remember a time…
- Feb 16, 2021
The Gifts of the Pandemic | Stronger Through Purpose
The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding adventure. Now imagine you strap into your Space Mountain ride, and it lasts more than two and 1/2…
- Feb 9, 2021
The Gifts of the Pandemic | Stronger Through Adaptivity
This is the fourth post in my series titled The Gifts of the Pandemic. One day they were making hockey masks. The next day Bauer was producing face shields for healthcare workers. One day Sonny's BBQ served guests in-restaurant. The next day they…
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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