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 29 of 57
- 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…
- Mar 14, 2019
Sprinkle Emotion on your Branded Storytelling {Infographic}
Last week I gave an example of how you can tell stories with strong protagonists (some of the protagonists might be people – like your team members or customers - and other characters might be your products or services). This week I will explore the…
- Mar 13, 2019
Do not Forget to Sprinkle Emotion on Top of your Branded Storytelling
Over the past couple of weeks, I’ve shared how brands can be described by perceptions held by customers and non-customers alike. I’ve suggested that those perceptions are shaped by the experiences people have across all interactions with your…
- Mar 6, 2019
Developing Characters in Branded Storytelling {Infographic}
In my last post , I talked about the importance of clear brand identity or brand essence to shape the branded customer experience you seek to deliver. I also suggested that much of your customer experience is reflected in the stories shared along…
- Mar 5, 2019
Say Yes to a Dress | Developing Characters in Branded Storytelling
Southwest Airline said “Yes to a dress,” and that dress is an important character in this week’s brand story. In my last post, I talked about the importance of clear brand identity - or brand essence - to shape the branded customer experience you…
- Feb 27, 2019
It Takes a Brand to Deliver a Branded Customer Experience [Infographic]
It’s been said that every company has an established brand – some have come about theirs by default while others have done so by design. I encourage my clients not only to think about how they how they want to be known but to also do honest…
- Feb 26, 2019
It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?
Once upon a time, drug companies couldn’t advertise. Those companies marketed to physicians, not to the end user. Now television ad rotations are heavy with pharmaceutical ads – many of which not only list possible side effects but also include the…
- Feb 20, 2019
Customer Experience Wisdom {Infographic}
During my many visits to New Orleans, I’ve been fortunate to dine at the Dooky Chase Restaurant off of Orleans Ave. When I’ve visited, I was aware of Dooky Chases’ storied history as the first local Creole restaurant for people of color. I also knew…
- Feb 19, 2019
Customer Experience Wisdom from a 96-year-old Business Legend
Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person speaks about customer experience, I take notice and listen. I suspect we all should. During my many visits to New Orleans, I’ve been fortunate to…
- Feb 12, 2019
Why Customer Retention Is Essential When Scaling Your Small Business {Guest Post}
Guest post by Jared Cornell. In this article, I'll explain the importance of customer retention for the growth of small businesses. In a market crowded with numerous companies offering similar products or services, customer loyalty is a precious…
- Feb 6, 2019
Effective Visual Storytelling {Infographic}
When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Since so much rides on these…
- Feb 5, 2019
5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience
When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytelling. Given an estimated audience…
- Jan 30, 2019
Old Things That Endure {Infographic}
In the early days of my career, companies that I worked with, like Starbucks, were actively deploying test and learn approaches for all aspects of the customer experience. Many elements in test and learns fail in their initial presentation but…
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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