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 26 of 57
- 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…
- Dec 3, 2019
Winning this Holiday Season | The Art of Selling through Human Experience Creation
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…
- Nov 27, 2019
Create a Hostile Environment for the Ungrateful [Infographic]
I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it…
- Nov 26, 2019
Create a Hostile Environment for the Ungrateful
I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it…
- Nov 20, 2019
Artificial + Human Intelligence Experience Success [Infographic]
Artificial intelligence that enables tailored messaging and product offerings will play big this holiday season, but so too will human intelligence that guides truly personal interactions. I would love to hear how you are blending the best of…
- Nov 19, 2019
The Formula for Experience Success: Artificial + Human Intelligence
Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There's much at stake for this year’s retailers with spending projected to break a record and possibly top…
- Nov 13, 2019
The Art of Service Storytelling [Infographic]
American lawyer John E. Jones III is credited with saying, “What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded gets repeated.” From my perspective, when it comes to customer experience excellence, what…
- Nov 12, 2019
Catching What is Right | The Art of Service Storytelling
th th American lawyer John E. Jones III is credited with saying, “What gets measured gets done, what gets measured and fed back gets done well, what gets rewarded gets repeated.” From my perspective, when it comes to customer experience excellence,…
- Nov 6, 2019
Convenience Over Privacy [Infographic]
I remember sitting with Mercedes-Benz executives a number of years ago to engage in a discussion of something I thought was revolutionary at the time. By way of background, Mercedes-Benz USA owned and operated a dealership in Manhattan, which…
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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