Thinking Ahead.

The Future of Customer Experience Delivery

I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive…

Business Sustainability Infographic

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Business Sustainability - Convenience, Speed, and Choice

In my house, we called it “Torture Us” as a synonym for Toys “R” Us! The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those…

What is CRM? | Infographic {Guest Post}

My, my, the world of sales has come a long way in just a few decades: From tablets of paper and loads of pens, most salespeople can now access online-based information gathering systems that tell them everything from a customer’s first contact with…

Starbucks is Greatness Personified, Excellence Diversified {Infographic}

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Starbucks: Greatness Personified/Excellence Diversified - What About You?

I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership…

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Strategic Positioning | Is Your Customer Experience Agile Enough?

I continue to be in awe of consultative think tanks like McKinsey and Company . Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership…

Everyone Has a Platform: Are You Training for that Reality? | Infographic

Save Save Save Save Save Save Save Save Save Save Want more on service excellence and training? Read the blog post that inspired this infographic. Save Save Save Save Save Save Save Save Save Save Want more on service excellence and training? Read…

Everyone Has a Platform: Are You Training For that Reality? | Service Excellence

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a…

Customer Centricity | Infographic

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Customer Centricity is MORE than Customer Experience

Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is…

The Robots are Here and There is Fear | Infographic

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The Robots are Here and There is Fear

I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those…

{Infographic} Customer Experience Lessons from Television Advertising's Biggest Day in America

Customer Experience Lessons from Television Advertising's Biggest Day In America

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter.…

{Infographic} Supercharge your business by letting go

Supercharge Your Business by Letting Go

During the last several months, The Michelli Experience added a new division - Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). Previously, I worked almost entirely with…

{Infographic} Retail Armageddon, Chupacabra, and Other Myths

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Retail Armageddon, Chupacabra, and Other Myths

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months…