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 28 of 57
- 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…
- 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…
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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