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 26 of 57
- 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…
- Nov 5, 2019
Convenience over Privacy? Paying Attention to Consumer Trends
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…
- Oct 30, 2019
Inspiring Growth: Not Demanding It [Infographic]
I have been on the road a lot lately, thanks to a combination of consulting, speaking, and the launch of my new book, The Airbnb Way . (Speaking of that book, we are sponsoring a 4 day, 3 night trip to San Francisco with a tour of Airbnb HQ. There…
- Oct 29, 2019
Inspiring Growth: Not Demanding It!
I have been on the road a lot lately, thanks to a combination of consulting, speaking, and the launch of my new book, The Airbnb Way . (Speaking of that book, we are sponsoring a 4 day, 3 night trip to San Francisco with a tour of Airbnb HQ. There…
- Oct 23, 2019
Customer Experience Excellence Requires Shared Communication Platforms [Infographic]
A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers. Since I wrote that post Smartsheet (a solution provider…
- Oct 22, 2019
Customer Experience Excellence Requires Shared Communication Platforms
A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers. Since I wrote that post Smartsheet (a solution provider…
- Oct 16, 2019
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way [Infographic]
If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! Given that I’ve written nine business…
- Oct 15, 2019
Experiencing Collaboration The Airbnb Way
If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! The journey for this book began in…
- Oct 9, 2019
Starbucks Continues on the Journey to Customer Experience Excellence [Infographic]
When you bundle these five recent announcements together, you get a sense of Starbucks' willingness to aggressively champion evolving customer experiences and streamlined service ecosystems. In my book, The Airbnb Way , I explore the growth mindset…
- Oct 8, 2019
The Never-ending Journey to Customer Experience Excellence
There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books ( The Starbucks Experience and Leading the Starbucks Way ). Let’s quickly look at five of them and what each tells us about the…
- Oct 2, 2019
Silos Do More than Hold Grain - They Hold Back Customer Experience Growth [Infographic]
I'm on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way . (By the way, time is running out to receive a special pre-order offer on The Airbnb Way . You'll need to…
- Oct 1, 2019
Silos Do More than Hold Grain - They Hold Back Customer Experience Growth
I'm on the road this week working with clients in the Pacific Northwest and Canada on the cusp of the launch of my new book The Airbnb Way . (By the way, time is running out to receive a special pre-order offer on The Airbnb Way . You'll need to…
- Sep 23, 2019
How to make EVERY DAY Customer Experience Day
st th st st October 1 is Customer Experience (CX) Day ! Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying)…
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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