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 50 of 57
- Dec 26, 2013
How to Speed-Train Seasonal Employees
Tis the season for…seasonal employees. This time of year temporary employees swell payroll rosters, even if only for a matter of weeks. When time is of the essence (or is nonexistent), how does your business train these new recruits to be an…
- Dec 19, 2013
They Want to Talk – Do You Want to Listen? How to Learn from Customers
Does your business have a mechanism for collecting and considering customers’ insights? A good, old fashioned suggestion box or perhaps something more sophisticated? What do you do with customer input that comes your way? Principle 5 in my latest…
- Dec 13, 2013
Customer Experience Musts - Telling us what they want
Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer. Hold on now, am I saying that customers…
- Dec 2, 2013
Five Points for Perfecting Customer Interactions
Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services.Both responded to my emails in a timely manner.The message from one organization was personal, robust with information, and warm.It…
- Nov 22, 2013
How to Create Seasonally Relevant Customer Experiences
For many, the most magical time of the year is fast approaching. One indicator that we are on the cusp of the holidays is the presence of Starbucks’ seasonal red cups. The next several weeks are so often a whirlwind of activity with good intentions…
- Nov 19, 2013
Customer Experience - Is it Care or Speed?
not Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as "service horror stories." Rather than miring us down in those negative interactions, I…
- Nov 11, 2013
Why having a heart for Military Veterans matters!
As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of…
- Oct 29, 2013
Challenging Awakeness – From Favorite to Former
It seems so trivial but it really is the "little things" that annoy consumers. I was at a sandwich shop recently where I purchased a $7 roast beef sandwich. After paying the cashier, a sandwich preparer advised me that they were out of roast beef…
- Oct 29, 2013
Tweet-a-coffee? Mobilize the connection
not In my latest book, Leading the Starbucks Way , one of the five business principles I delve into is titled "Mobilize the Connection." The quick version of the principle is that given our highly mobile society (and our growing need to have a…
- Oct 10, 2013
Meeting Customers - Your Road to Success
More than ever customers expect to have their needs met as soon as they ask. Actually, they expect those needs will be addressed even before they ask! In our instant gratification, “text message me,” “give me an app for that” world - winning leaders…
- Oct 9, 2013
INFOGRAPHIC - The Evolution of Starbucks Mobile Marketing Strategy
[caption id="attachment_1297" align="aligncenter" width="715" caption="Lessons from Starbucks as shared in the new book Leading the Starbucks Way"] [/caption] [caption id="attachment_1297" align="aligncenter" width="715" caption="Lessons from…
- Sep 29, 2013
Is is loyalty or buying customers?
We all have those loyalty cards hanging from our key rings as we make our way to CVS, Starbucks, and anywhere else we can get a discount or two. As a consumer, we know that as long as we carry these pieces of plastic, bargains await us. Business…
- Sep 3, 2013
McGraw-Hill is Happy to Announce My Book Hits Bookstores this Week - Leading The Starbucks Way
“An accessible and practical guide to corporate success.” Publishers Weekly "Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience." Kirkus Reviews The international…
- Aug 26, 2013
Courting, Dating, & Loving - A Customer Experience Journey?
Somewhere in our lifetime, most of us have run across Maslows’ hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization). It is within this framework that Maslow introduced the concepts…
- Aug 14, 2013
That Nonreplicable "Something Else"
We all know the saying: “Imitation is the sincerest form of flattery.” But, what does that actually mean for your company and the relationship you form with your customers? Well inevitably great business ideas will be duplicated, replicated and/or…
- Aug 3, 2013
Passion Drives Purchase
1. 2. 3. 4. 5. 6. 7. In my soon to be released book, Leading the Starbucks Way , I list “seven bold moves” Starbucks leaders identified to revitalize their business. These "moves" focused on leveraging strengths, exploring relevant innovation…
- Jul 26, 2013
"Leading the Starbucks Way" - How they are doing it right & why YOU should follow
Starbucks has become one of the most successful businesses in the world. If you need proof - simply look to their record breaking earnings numbers released this week! The brand's success isn't only because of their triple vanilla latte (although…
- Jul 18, 2013
Guilty as Charged - Seeking Consistency
not Needs to Exert More Regular Effort While I have never considered myself a social media expert – I do know something about the importance of consistent experiences. That said, on the social media front I would rather get a report card. I am…
- Feb 22, 2013
Finding your Customer Experience Core!
Age actually can be a good thing! In my youth, I wanted to be "all things to all people" or at least "most things to most people." Slowly and sometimes painfully through my customer experience consulting career, I have aged (or as I like to call it…
- Feb 11, 2013
The Couponing Experience - Are you overlooking it?
Are you a coupon clipper? How about your customers? What role do coupons play in customer experiences? Do they lead to commoditization or are they a component of interactive engagement? Enough with the questions lets look at the data on couponing.…
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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