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 27 of 57
- 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)…
- 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…
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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