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.
1126 posts in the archive
Earlier writing.
Page 5 of 57
- Jan 23, 2025
The Loyalty Equation: How to Turn Transactions Into Advocacy (infographic)
In this week’s blog, I discussed about how you can more systematically increase customer loyalty. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- Jan 22, 2025
The Loyalty Equation: How to Turn Transactions Into Advocacy
Customer loyalty is the ultimate differentiator in a competitive marketplace saturated with choices. Loyalty isn’t just about getting customers to return—it’s about turning them into advocates who willingly promote your brand. But how can businesses…
- Jan 16, 2025
The AI Advantage in Customer Experience: Balancing Automation and Empathy (Infographic)
In this week’s blog, I discussed about how you can win by equipping your people with technology. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our…
- Jan 15, 2025
The AI Advantage in Customer Experience: Balancing Automation and Empathy
In the evolving world of customer experience, artificial intelligence (AI) is a game changer. AI offers businesses unparalleled efficiency and scalability, from personalized recommendations to real-time chatbots. But here’s the catch: as automation…
- Jan 9, 2025
Customer Experience Predictions for 2025: Insights from the Field (Infographic)
In this week’s blog, I discussed about my predictions for the trends that will dominate the CX landscape in 2025. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To…
- Jan 8, 2025
Customer Experience Predictions for 2025: Insights from the Field
As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of…
- Dec 12, 2024
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season (Infographic)
In this week’s blog, I discussed about service excellence during high stress. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…
- Dec 11, 2024
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season
I've always liked this quote from Mathematician and Naturalist Georges-Louis Leclerc. Leclerc's wisdom is beneficial as we travel through the peak holiday season (roughly from Thanksgiving to Christmas). As we countdown to Christmas, here are ten…
- Dec 5, 2024
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences (Infographic)
In this week’s blog, I discussed about delivering exceptional experiences in high-volume times. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our…
- Dec 4, 2024
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences
The holiday season is upon us, and it’s a time when business leaders face some of their most significant opportunities and challenges. Accordingly, it's become a tradition for me to share strategies for handling the heightened stress and demands of…
- Nov 28, 2024
Put Simply - Authentic Gratitude Matters! (Infographic)
In this week’s blog, I discussed about differentiating your brand through gratitude. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team,…
- Nov 27, 2024
Put Simply - Authentic Gratitude Matters!
Each year, during Thanksgiving week in the United States, I pause and reflect on the things for which I am most grateful. This tradition helps me center my thoughts about the power of appreciation in life and business. This year is no exception, and…
- Nov 21, 2024
Elevating Employee Wellbeing: The Key to Workplace Success (Infographic)
In this week’s blog, I discussed about focusing on employee well-being. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…
- Nov 20, 2024
Elevating Employee Wellbeing: The Key to Workplace Success
The shift to hybrid and remote work arrangements has revolutionized how we approach work-life balance. Many employees enjoy the flexibility of working from home, and as Gallup reports, 93% of remote-capable workers prefer to maintain some level of…
- Nov 14, 2024
The Power of Product Knowledge: Mastering the Basics (Infographic)
In this week’s blog, I discussed about forging legendary customer experiences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please…
- Nov 13, 2024
The Power of Product Knowledge: Mastering the Basics
Years ago, while working on seasonal training for the retail team at Godiva, I found myself staring at a sentence I’d just written about the importance of “product knowledge.” My internal dialogue went like this: “Who doesn’t know that, Joseph?…
- Nov 7, 2024
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences (Infographic)
In this week’s blog, I discussed about forging rapidly scaling memorable and consistent customer experiences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn…
- Nov 6, 2024
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences
As the holiday shopping season approaches, businesses prepare for one of the most critical times of the year. Both brick-and-mortar and online stores experience a surge in customer demand, with holiday shopping starting earlier and earlier. For many…
- Oct 31, 2024
Transforming Service into Experience: The Power of Personal Connection (Infographic)
In this week’s blog, I discussed about excelling at service and experience delivery. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team,…
- Oct 30, 2024
Transforming Service into Experience: The Power of Personal Connection
Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds…
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.
More about Joseph