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.
1127 posts in the archive
Earlier writing.
Page 25 of 57
- Feb 19, 2020
Are Customers Getting Smarter than Business Leaders? [Infographic]
I'm a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business's ability to understand your customers and their journey with you, I…
- Feb 18, 2020
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
I'm a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts…
- Feb 12, 2020
The Art and Heart of Successful Human Experience Training [Infographic]
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement - Thank You! If you missed that post, you’ll get the gist soon - as I build on the surprisingly kind theme. The…
- Feb 11, 2020
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement - Thank You! If you missed that post, you’ll get the gist soon - as I build on the surprisingly kind theme. Quite…
- Feb 5, 2020
Surprisingly Kind [Infographic] | Starting a Movement for Customer Experience and Beyond
I learned long ago that when multiple forces in the universe point in the same direction, you should probably pay attention. So, this is what has captured my attention these days – it’s a kindness movement. We are calling the movement “ surprisingly…
- Feb 4, 2020
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
I learned long ago that when multiple forces in the universe point in the same direction, you should probably pay attention. So, this is what has captured my attention these days – it’s a kindness movement. I hope you will read on and participate to…
- Jan 29, 2020
Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience , I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by…
- Jan 28, 2020
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
In my first of two books about Starbucks titled The Starbucks Experience , I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by…
- Jan 22, 2020
Leveraging Trends to Drive Business Success through Customer Experience [Infographic]
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC . That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved…
- Jan 21, 2020
Leveraging Trends to Drive Business Success through Customer Experience
In last week’s post, I shared my appreciation for global customer experience research conducted by PwC . That post prompted me to think about all the organizations that invest time, money, and energy to capture insights that help us deliver improved…
- Jan 15, 2020
How to Deliver Memorable Customer Experiences in a World Without Walls [Infographic]
If you happen to check-in on my blog posts regularly or read my books, you probably know I'm a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way - 5 Leadership Lessons for Igniting Growth through…
- Jan 14, 2020
How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond
If you happen to check-in on my blog posts regularly or read my books, you probably know I'm a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way - 5 Leadership Lessons for Igniting Growth through…
- Jan 8, 2020
Looking Back, Letting Go, and Moving Forward [Infographic]
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. I personally look forward to a balanced year providing…
- Jan 7, 2020
Prioritization - Looking Back, Letting Go, and Moving Forward
As I was readying for a new year of blog posts, I looked back to past articles and decided to expand on a prioritization theme that I touched on as the calendar moved from 2017 to 2018. With two more years perspective, I am increasingly convinced…
- Dec 31, 2019
Imagine it is 2025 - How’s Your Customer Experience?
What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to…
- Dec 23, 2019
Slowing Down to Savor the Season – Unplugging to Connect!
In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the…
- Dec 18, 2019
The Art of Wrapping and Trimming Your Customer Experience | Put a Bow on It [INFOGRAPHIC]
For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the…
- Dec 17, 2019
Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience
For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the…
- Dec 10, 2019
Not All Customers are Jolly but Service Professionals SHOULD BE
The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we've heard of “Cyber Grinches” who…
- Dec 4, 2019
The Art of Selling through Human Experience Creation [Infographic]
The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. 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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