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 30 of 57
- 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…
- 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…
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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