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 49 of 57
- Jun 25, 2014
True or False? Measuring Performance Leads to Better Service
th If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark report. In either case – Congratulations! Zendesk, the maker of customer service software that streamlines customer…
- Jun 18, 2014
Beloved Brands Think Differently
Working remotely, I am sitting in a Starbucks with my laptop. (As you may have surmised, I’ve been having a substantive long-term relationship with the brand.) Across the way, a woman was also working away on her computer when…it happened. A…
- May 28, 2014
How to turn problems into customer loyalty
not or I recently visited a store to make a return. I suspect that few people relish this particular type of retail encounter – not the employees, not the customers. Both sides often seem prepared for a debate at best and an argument at worst. It is…
- May 16, 2014
How to Float a Complaint
Imagine - a picturesque resort retreat near a lake. To take full advantage of its serene surroundings, the resort offers canoes in which guests can paddle onto the lake to enjoy nature’s splendor. You are all set to hop in a canoe and enjoy the…
- May 14, 2014
Guest blog by Bradley Taylor: Is lack of marketing education letting your firm down?
It is my pleasure to introduce you to my guest blogger from over the pond. Bradley Taylor joins us from Derby, England to discuss the risks of limited marketing knowledge…. Is lack of marketing education letting your firm down? Many firms lose…
- May 9, 2014
Who Are Your Customers?
We don’t often think of Starbucks as being the new kid on the block. Yet, India Real Time , a blog published by the Wall Street Journal, fairly recently reported that the majority of India’s population of 1.2 billion people have never heard of it.…
- May 7, 2014
Salespeople are the Real Super Heroes
Jeb Blount, author of People Buy You was kind enough to offer a guest blog for your enjoyment this week. I will provide my blog later in the week but am grateful to be able to share Jeb's thoughts... Let’s get real. The world continues to wallow in…
- May 2, 2014
The Conundrum of Consistency: When More Becomes…More of the Same
Consumers value consistency. Consistency of service, consistency of product, consistency of availability, particularly when we travel. But consumers also value the unique and, of late, the local - that feeling of having discovered a secret gem. As a…
- Apr 29, 2014
Rewarding Complaints - Interview with Gautam Mahtani
Please enjoy this final installment of my interview with Gautam Mahtani, C o-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable…
- Apr 4, 2014
Customer Feedback Loop - Interview with Gautam Mahtani
Welcome to the second of three installments of my interview with Gautam Mahtani Co-Founder and Managing Partner of Customer Feedback Systems . Joseph : Gautam what is the best practice model you identified for creating a high velocity customer…
- Apr 1, 2014
Assessing the Voice of the Customer - Interview with Gautam Mahtani
Today on the blog, I feature the first part of an interview with Gautam Mahtani, Loyalty Strategist and Co-founder of Customer Feedback Systems …. Joseph : Welcome to the Michelli Experience Blog. I’m honored to have as a guest with me Gautam…
- Mar 26, 2014
How to Grow Your Customer Connection Through Technology
In a Time magazine survey, people were forced to choose one item to take to work: their wallet, their lunch, or their mobile device. The result: 66 percent chose their mobile device over their lunch, and 44 percent chose their mobile device over…
- Mar 6, 2014
How to Create Sustainable Customer Excellence: The Power of an Acknowledging Leader
We have talked about the power of being seen, truly seen, as one hallmark of an exemplary customer experience. But to see, listen to, understand, and serve your customers may not be your role day-in and day-out. Perhaps you have a team that more…
- Feb 21, 2014
The Big Question – What's Next For Our Business?
Growth and expansion are provocative words in business. They suggest all things good, abundant, and forward-moving – more revenue, more brand exposure, more leverage and influence. When seasons of success accumulate under your belt growth often…
- Feb 19, 2014
Getting Personal: It's NOT Just for Valentine's Day
Having the products and services your customers want and delivering them consistently is merely table stakes today. The real challenge is whether you get personal with customers! Let’s face it, we live in a service economy and are surrounded by…
- Feb 6, 2014
How to Get a Solid Return on Workplace Fun
It happens in many places and in many ways, but it is a consistent theme for employees at Zappos…they practice random acts of fun and weirdness. Maybe you were in an airport during the hectic holiday season when seven different flights participated…
- Feb 4, 2014
Guest post: PHENOMENAL Marketing Systems by Howard Partridge
For about a decade I have been blessed to work with and for Howard Partridge, president of Phenomenal Products . In fact, this year I will be one of the presenters of a leadership master class with Howard and: John Maxwell the category-creating…
- Jan 23, 2014
If You Don't Have Passion for Your Product, Why Should Your Customer?
It's a nice daydream, right? Feeling, or better yet, actually being ahead of the game? Sometimes trying to get on top of all your day-to-day business realities seems futile at best. At the end of the day you may feel more like a firefighter and less…
- Jan 10, 2014
A Case Study for 2014 – Learning from Legendary Leaders
In the spirit of being lifelong learners this new year, and every year for that matter, let me share a new word I learned recently: holacracy. I am assuming you may have see this word buzzing around the Web lately. My connection to the word comes…
- Jan 2, 2014
Making it Right: Turning Breakdown Experiences into Forever Customers
It happens from time to time, despite your best efforts. Your business dutifully prepares for seemingly every contingency and investigates each process fault point. Yet, once in awhile, something still manages to fall apart when trying to serve a…
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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