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 27 of 57
- Sep 18, 2019
How Would You Answer These Customer Experience Questions [Infographic]
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here ). During this process, I’ve collected some of my favorite questions being asked by…
- Sep 17, 2019
The Benefits of Examination | How Would You Answer these Customer Experience Questions
I am on a media tour in the pre-launch phase of my new book The Airbnb Way (you can get a special pre-order offer on that book by using the code THANKS here ). During this process, I’ve collected some of my favorite questions being asked by…
- Sep 12, 2019
The Link Between Growth Mindset and Customer Experience [Infographic]
Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you…
- Sep 10, 2019
How’s your growth mindset? The link between mindset and customer experience
Let me guess, You're probably right when it comes to your kids and to your sense-of-humor. However, there might be room for improvement when it comes to your customer experience and your growth mindset. Ample studies have shown that business leaders…
- Sep 4, 2019
Human Experience in A Technological World
My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable. Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am…
- Aug 28, 2019
Customer Segments or Customer Needs States [Infographic]
Customer segments or customer need states? The answer is ... both! It’s an important distinction in which I work with my clients to understand and leverage. To help make this distinction clear, I will use my son Andrew and myself as examples. I…
- Aug 27, 2019
Customer Segments or Customer Need States?
Customer segments or customer need states? The answer is ... both! It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus…
- Aug 21, 2019
Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it…
- Aug 20, 2019
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my…
- Aug 14, 2019
Legendary Brand | What's Your Story? [Infographic]
Brands that become legends produce experiences that turn into stories and leaders at those brands actively mine those stories to create spontaneous buzz or to produce lasting epic or signature stories. Many legendary stories emerge from those who…
- Aug 13, 2019
Legendary Brand: What’s Your Story
I'm currently in Sydney, Australia, preparing to share insights with business leaders based on the strategy and tactics of legendary brands like Mercedes-Benz and Starbucks. For me, a legendary brand (often companies with whom I’ve worked and/or…
- Aug 7, 2019
Cutting-edge Service Technology Blended with a Human Service Culture [Infographic]
During my many visits to Singapore, I have been impressed with the cutting-edge technologies being developed and used to make routine service tasks more automated or to garner customer feedback. I have also been impressed by the general service…
- Aug 5, 2019
Cutting-edge Service Technology Blended with a Human Service Culture
“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Ok, that…
- Jul 31, 2019
Optimal Customer Visioning [Infographic]
Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only…
- Jul 30, 2019
Optimal Customer Visioning
If you read my blog with any frequency, you’ve likely seen one of my many posts on the do's and don’ts of customer journey mapping (e.g., Three Keys to Effective Customer Journey Mapping and What is Persona-Based Customer Journey Mapping? )…
- Jul 24, 2019
Lessons from South African Entrepreneurs [Infographic]
As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I…
- Jul 23, 2019
The Agility of Ownership – Lessons from South African Entrepreneurs
This is the 3 rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships . As you may know, I work…
- Jul 17, 2019
Customer Experience Lessons from South African Informal Townships [Infographic]
This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week , I shared insights gained from the African bush and this installment will feature the truths that emerged from time spent…
- Jul 16, 2019
Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]
South Africa Part 2 of 3 – Customer Experience Lessons from Informal Townships This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week , I shared insights gained from the African…
- Jul 10, 2019
Customer Experience Lessons from the African Bush [Infographic]
I recently spent time on a photo safari in the African bush hosted by a private big game reserve . I hope you will indulge me as I take this moment to share insights gained from my animal ranger and guide Silas. For over 23 years Silas has worked on…
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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