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 54 of 57
- Jan 5, 2011
It's Time for Truth - Measure It/Reward It
not It goes without saying (but I will say it anyway) what gets measured gets attention! What gets measured and rewarded gets done! I state this seemingly obvious truth because I continue to be brought into organizations that talk about customer…
- Jan 1, 2011
New opportunities for old and new customers
Meister Eckhart once said " Be willing to be a beginner every single morning." A new year is symbolic of new beginnings. Thank you for making 2010 the most professionally successful ever for The Michelli Experience ! May all of us start each day…
- Dec 24, 2010
Doing Good and Doing Well
Installment 6 of my holiday retrospective is a classic example of how businesses can create truly memorable experiences.... From my book The New Gold Standard ... Salazar, age 12, was a champion figure skater who began noticing pain in her legs…
- Dec 23, 2010
Make it Their Own - Experiences that Connect
Installment 5 of this holiday retrospective, takes me back to my book The Starbucks Experience and the importance of not "doing the experience to your customers" but instead "doing it with them." At Starbucks, customers must be able to customize…
- Dec 22, 2010
Service the Way it Ought to Be!
The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems : Dr. Michael W. Yeh, Assistant Professor of Surgery and Medicine and Program Director of Endocrine…
- Dec 21, 2010
5 Steps to Extraordinary Service Recovery
My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company : Customers are all too often surprised when businesses accept responsibility for breakdowns, thus providing…
- Dec 20, 2010
What's in a name? The Starbucks Experience
The second installment in my year end reflection brings me back to lessons learned from a Starbucks barista named Joy Wilson, as shared in my bo ok The Starbucks Experience : Barista Joy Wilson shows what is possible when staff put their own…
- Dec 19, 2010
Being a Leader and Being the Experience!
As this Christmas week commences, I will take time in gratitude to reflect on all those who have supported, influenced, and guided me. During this period of reflection, I'll provide blog posts which reflect excerpts from my past and upcoming books.…
- Dec 13, 2010
A Personal McDonald's Experience...Absurd?
I know this may seem un-American but I seldom eat at McDonald's and almost never do so by dining-in. Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald's . Past encounters predicted that I would…
- Dec 3, 2010
Customer Service ISN'T Customer Experience
As a customer experience design type, I definitely help companies deliver better service! But... Service improvements are just one component in elevating the experiences people have when they encounter your brand . Actually, my favorite definition…
- Nov 25, 2010
How to REALLY say "THANK YOU!"
Many people will say "thank you" to their customers today. Sadly, in some cases that gratitude will lack credibility. To have your customer appreciation message stick, you may need to translate the words into the following actions: 1) Strive to…
- Nov 20, 2010
Increase tension with your customer – Nudge the LOVE
not I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author astutely suggested that people don't fall in love with logo's or brand imagery but do so through the personal…
- Nov 16, 2010
The Starbucks Experience is Back...or Is it?
As the author of The Starbucks Experience , I endured predictions of the brands demise from some very esteemed colleagues. With rounds of layoffs, a January 29th 2009 announcement that 3oo stores were closing, a cooling economy, and increased…
- Nov 14, 2010
Send your customer away, it's for the good of all!
I know this will sound crazy at first, but please bear me out. You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it's in the customer's best interest 2) when it's in your staff's best interest A recent study cited in the book Service Economics suggests…
- Nov 13, 2010
Walmart, Amazon, Carnival Splendor - A Week of Customer Experience Lessons
What a week it was! With so much in the news touching upon customer service and consumer loyalty, I'm addressing a few tidbits as "teachable moments" or "food for thought." Wal-mart announced that, for the Christmas season, it would be offering…
- Nov 12, 2010
What's more important employee or customer care?
not not I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of students at the Monfort School of Business). I'll pass along one of those questions as well as my…
- Nov 10, 2010
A coupon away from leaving you
We've all heard it, "customer satisfaction is not enough." But why not? I recently stayed at a hotel that satisfied me. They were competent in delivering a clean room at a reasonable price, but I have no intention to stay again. If I received a…
- Nov 7, 2010
Do you deliver emotional value? How the little guy beat Coca Cola!
Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca Cola, one of the worlds most powerful brands, not win market share from "the Golden Kola" (a sweet fruity lemon…
- Nov 6, 2010
Is your brand a myth, story, or legend?
I admit I wasn't paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about "legendary" brands I now have a compelling interest....and so should you. How would you categorize your company?…
- Nov 4, 2010
What do you think of the Starbucks decision to serve alcohol?
The QSR magazine article I referenced in a blog last week was published today. Check it out, https://bit.ly/aREEKX share it with others, and offer your opinion about Starbuck's decision to serve alcohol The QSR magazine article I referenced in 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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