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 28 of 57
- Jul 9, 2019
Customer Experience Lessons from the African Bush
Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme honor of working with entrepreneurs in South Africa who are seeking to deliver branded customer experiences that will give…
- Jul 2, 2019
Extending Kindness for Generations to Come
I am proud to call the United States my home! So on a week in which we celebrate America’s birth, I thought I would share a slightly updated version of a post I wrote some time ago . I offer it in the hope that we'll remain passionate about our…
- Jun 25, 2019
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Dan Ariely, Professor of Psychology and Behavioral Economics at Duke University and author of the book Predictably Irrational is one of the premier experts on the mental glitches we all share. Dan describes these glitches or cognitive biases as…
- Jun 19, 2019
Drive EQ to Improve CX and ROE [INFOGRAPHIC]
Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our…
- Jun 18, 2019
Drive EQ to Improve CX & ROE [It’s Alphabet Soup Time]
I have long believed that CX (customer experience) is as much about perceived emotional value as it is about logical assessments of practical value. In other words, I think customers determine the quality of an experience based on the benefits and…
- Jun 11, 2019
Customer Experience Wisdom from a 96-year-old Business Legend [Update]
Due to the recent passing of great customer experience hero Leah Chase , I would like to honor her by reposting this blog which originally published on February 19, 2019. Few people have actively stewarded a restaurant’s success for over 70 years.…
- Jun 5, 2019
Not All Customer Moments Are Created Equal [Infographic]
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human…
- Jun 4, 2019
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human…
- May 28, 2019
Lessons in Living and Serving Fully [Update]
th In honor of Memorial Day and in celebration of all the veterans who have and continue to serve our country I’m reposting my account of running with Ernie Andrus, a World War II Navy Veteran. At that time Ernie was 92 years old and on a mission to…
- May 23, 2019
Small-Town Lessons on Relationship and Business Reputation [Infographic]
In the 1960s and 1970s my small hometown of Florence, Colorado was comprised of, at most, 40 businesses. The 3,000 residents preferred to shop at those establishments unless a Florence merchant left them feeling their business was not appreciated or…
- May 21, 2019
Small-Town Lessons on Relationship and Business Reputation
Long ago in a galaxy far, far away ...If I were to paraphrase the Star Wars opening, a long time ago was the 1960’s and 70’s and that far away galaxy was my small hometown of Florence, Colorado . The main street of Florence was comprised of, at…
- May 15, 2019
The Bar is High – Are you Letting your Products and Technology Down? [Infographic]
Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. In my upcoming book about…
- May 14, 2019
Are you Letting your Products and Technology Down?
Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. Take Starbucks’ deployment…
- May 9, 2019
When the Customer Experience Goes Awry [Infographic]
Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and actively work to…
- May 8, 2019
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses…
- May 2, 2019
For the Love of Mike (and all the others you serve) – Close the Loop! {Infographic}
The phrase “for the love of Mike” has a colorful Irish backstory wherein exasperation and frustration were redirected from God to Mick (or Mike). I am exasperated with a particular human experience shortcoming that I see demonstrated over and over…
- May 1, 2019
For All Those You Serve Close the Loop
The phrase “for the love of Mike” has a colorful Irish backstory wherein exasperation and frustration were redirected from God to Mick (or Mike). I am exasperated with a particular human experience shortcoming that I see demonstrated over and over…
- Apr 24, 2019
Where will your customers land? {Infographic}
I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog – there are few princes and a lot of frogs. I am always on the lookout for extraordinary customer…
- Apr 23, 2019
Rolling through the Highs and Lows | Where will your Customers Land?
I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog – there are few princes and a lot of frogs. The other day, I encountered, count them, not one but two…
- Apr 18, 2019
5 Things Not to Do in Your Journey to Customer Experience Excellence {Infographic}
Raise your hand if you remember the radio or television police drama Dragnet . For the rest of you here’s a link from the History Channel. I reference Dragnet so that I can borrow one of the many signature lines from the show, “Only the names have…
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.
More about Joseph