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 29 of 57
- 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…
- Apr 16, 2019
5 Things Not To Do in Your Journey to Customer Experience Excellence
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…
- Apr 10, 2019
Your Customer Journey Map is Probably Not Enough {Infographic}
For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them. In my small town, we had only one new car dealer, so if you wanted a new truck, you went through an absurd…
- Apr 9, 2019
Your Customer Journey Map is Probably Not Enough
Once upon a time, many business leaders built their companies almost exclusively to achieve operational excellence – even if that meant customers were inconvenienced. For my father’s generation (and to a considerable extent, my generation as well)…
- Apr 2, 2019
7+ Super Useful Tools for Improving Website Engagement {Guest Post}
Guest post by Jason Grills. In the last decade, we’ve witnessed an unprecedented expansion in the number of websites on the internet due to increased accessibility for everyone. As estimated by Internet Live Stats the number of websites on the…
- Mar 27, 2019
How to Write a Compelling Story Hook {Infographic}
I like to say all stories can have a hook; however, all too often the storyteller fails to examine the story from all the angles needed to discover it. I like to say all stories can have a hook; however, all too often the storyteller fails to…
- Mar 26, 2019
No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook
If you want to understand the role of the Trump campaign in possible Russian election interference or in any subsequent cover-up, you need to switch blogs, however , if you care about your own relevance then keep reading. Over the past several…
- Mar 21, 2019
Sharing Brand Stories Differently {Infographic}
I believe that stories are a form of customer currency. In fact, money and time are both in short supply for most consumers, so they want to spend both with businesses that deliver value for dollars and stories for time. They want your business to…
- Mar 20, 2019
The End: Sharing Brand Stories Differently!
One week’s episode might begin with Kate and Toby dealing with the challenges of their recently born premature baby boy only to have the next scene jump to an interaction between Kate’s parents (Jack and Rebecca) which occurred before Kate and her…
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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