Thinking Ahead.

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…

{Infographic} Going Beyond the Presents for the Christmas Season

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Experiential Lessons for the Christmas Season: Going Beyond the Presents

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That…

{Infographic} The Unexpected Gift of Social Media

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Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, "In the good old days..." But when it comes to customer…

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Complexly Simple - Success Can Breed Mediocracy

Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment . In other words, people who are successful often resist change . Most of us suffer from at least a smidge of…

{Infographic} Please Ask My Opinion But Not Too Much!

Please Ask My Opinion BUT NOT TOO MUCH

There is a fine line between disinterest and inquisition! You know what I am talking about - some brands are solely focused on themselves and not on their customers. Leaders at those companies drive a business freight train down the track at their…