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 31 of 57
- 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…
- Oct 30, 2018
The Secret Sauce to Customer Experience is a Blend of Four Ingredients
Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.” Rather than…
- Oct 24, 2018
Customer Experience Research {Infographic}
I was fortunate to be an early adopter of Salesforce’s customer success solutions. It’s not my nature to be the first in the water when it comes to technology, but I was eager to shift from a clunky and expensive CRM to the Salesforce cloud. Through…
- Oct 23, 2018
Customer Experience Research
I’m on deadline for a new book and have been looking back at a variety of recent customer experience research studies as part of my writing. As a result of that process, I realized that I haven’t posted many of the sources and findings that I rely…
- Oct 16, 2018
How to Rebuild Trust Among Dissatisfied Customers {Guest Post}
Customers’ experience cogently affects a brand’s reputation in the market. According to Vision Critical, 80% of customers won’t buy from companies with negative reviews. This means that a mutually satisfactory relationship with customers is a vital…
- Oct 10, 2018
Getting Lift with Wearables and IoT {Infographic}
Let's focus on the role that the Internet of Things (IoT) and wearables are playing in the evolving traveler experience at Cincinnati/Northern Kentucky International Airport (CVG). Let's focus on the role that the Internet of Things (IoT) and…
- Oct 9, 2018
Up, Up, and Away – Getting Lift with Wearables and IoT
rd This is my 3 and final installment in a series about CVG (Cincinnati/Northern Kentucky International Airport). If you missed the first two posts in this series, you can find them here . As you’ll recall to date, we’ve explored how CVG is a bright…
- Oct 3, 2018
Taking Flight with Big Data | Part 2 of 3 {Infographic}
As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here ). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where…
- Oct 2, 2018
Taking Flight With Big Data – How’s Your Trip?
It doesn’t take a genius to know the importance of information. That said, a genius did weigh in on the issue. Albert Einstein once said, “Intelligence is not the ability to store information, but to know where to find it.” Far be it for me to edit…
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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