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 30 of 57
- Jan 29, 2019
Testing and Learning for Customer Experience Excellence
On any given day I find myself playing the You know you're old when… game. Here’s how it goes for me on broader social themes, You know you're old when you have to explain to someone what a pay phone was or when you reflect back on the Sears catalog…
- Jan 23, 2019
How to Drive Your Brand Voice Through Customer Experience {Infographic}
I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. During my last interaction with these business executives, I asked each of them to bring ten recent emails they had…
- Jan 22, 2019
How to drive your brand voice through your customer experience
Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer experience in the context of their…
- Jan 16, 2019
A Blast from the Past! {Infographic}
Back in 2013 I read a report by customer experience research and consulting group Walker, titled Customer 2020 . I remember thinking that 2020 sounded like a year ominously far away and that the study’s conclusions were futuristic and almost…
- Jan 15, 2019
The 3 Ps of Customer Experience Excellence
It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by customer experience research and consulting group Walker, titled Customer 2020 . I remember thinking that 2020 sounded like a year ominously…
- Jan 9, 2019
Making Magic for Customers in 2019 {Infographic}
Let's learn from Airbnb, Disney, and The Ritz-Carlton to make magical experiences for your customers in 2019. Let's learn from Airbnb, Disney, and The Ritz-Carlton to make magical experiences for your customers in 2019.
- Jan 8, 2019
Making Magic for Customers in 2019
As 2018 was coming to an end, I was completing the first draft of my new book about Airbnb and about the guest experience delivered by Airbnb’s host community (I’ll share more about that McGraw-Hill book as we get closer to publication). In the…
- Dec 19, 2018
Deliver Convenience Before the Year Ends {Infographic}
As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience delivery in the context of the burgeoning sharing economy. While there are vast differences between guest experience excellence at The Ritz-Carlton Hotel…
- Dec 18, 2018
Quickly Before the Year Ends – Deliver Convenience
This is my last blog post for 2018 as I hunker down in the homestretch of writing a book about Airbnb which will be published by McGraw-Hill in 2019. As I’ve been working with Airbnb, I’ve enjoyed the opportunity to focus on customer experience…
- Dec 12, 2018
When Customers Aren't Jolly: 7 Tips for Managing Customer Complaints During the Holiday Season {Infographic}
The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter your business, people can…
- Dec 10, 2018
7 Tips for Managing Customer Complaints and Stress This Holiday Season
It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter…
- Dec 4, 2018
7 Workplace Wellness Ideas That Boost Employee Engagement {Guest Post}
Guest post by Clara Masters: Did you know that only 29% of employees report feeling engaged at work? The remainder are either indifferent to their work or completely uninterested. Given that engagement is tied to both wellness and productivity, it’s…
- Nov 27, 2018
7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?
It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family, celebrating faith traditions, entertaining friends, and relaxing – wait I must be under the influence of eggnog.…
- Nov 20, 2018
Two Magic Words {Infographic}
Thank you for sharing one of your most valuable resources – your time. Let’s do a quick recap of the science of appreciating customers and then get down to business. Thank you for sharing one of your most valuable resources – your time. Let’s do a…
- Nov 19, 2018
Human Experience Requires Gratitude
My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is the magic of these words extends…
- Nov 14, 2018
Doing What's Right {Infographic}
It’s easy to write books about sleek, high-profile brands like Mercedes-Benz , Starbucks , Ritz-Carlton , and Zappos , but I am way overdue in giving a nod to leaders and team members at Clayton who’ve impressed me with their commitment to live…
- Nov 13, 2018
Catching People Doing What’s Right Along the Customer Experience Journey
Starting around 2012, I had the good fortune of working with the leadership team at Mercedes-Benz USA (MBUSA) as they sought to elevate their customer experience from the middle of the pack among all automobile manufacturers on the J.D. Power…
- Nov 7, 2018
The Laws of Brand Storytelling {Infographic}
Let me tell you a story about two storytellers and their new book about storytelling. Those storytellers are Ekaterina Walter and Jessica Gioglio, and the book is The Laws of Brand Storytelling . Let me tell you a story about two storytellers and…
- Nov 6, 2018
The Laws of Brand Storytelling – Delivering your Brand in Moments and Memories
The Native American Hopi tribe have a saying that goes, "Those who tell the stories rule the world." Storytellers certainly have been a powerful force throughout history and may even be more important today thanks to the amplification of their…
- Nov 1, 2018
Customer Experience Secret Sauce {Infographic}
Consistently delivering an extraordinary customer experience is challenging, however understanding what you need to do to differentiate your business isn’t that difficult – it comes down to four things. Consistently delivering an extraordinary…
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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