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 56 of 57
- Apr 22, 2010
How to execute “EASY” - A Boom or Bust Proposition
So what would you rather do - wait for a person to serve you or expedite the process at a self-service computer kiosk? If you are a business owner looking for an easy technology solution to speed up your service delivery, you might want to pay…
- Apr 15, 2010
Turning Trends into Customer-Centric Product
Did you ever stumble upon a piece of knowledge that served you well throughout your career? Early on in my professional journey I happened upon a summary of key annual objectives for the board of directors at a hospital where I worked. For some…
- Apr 8, 2010
Elevating the Customer Experience - Where You Should Start!
While sitting with a “customer experience” leadership team at an international airline company, we talked about how to prioritize their lengthy list of customer-centric action plans. That discussion helped me appreciate the difficulty some business…
- Apr 1, 2010
How Customer Loyalty Data Translates to Customer Experience Elevation
I ran across an interesting fact sheet about customer loyalty recently provided by customer focus incorporated . The findings represented and aggregate of research and some of it may be familiar to you, as it was to me, but the composite picture is…
- Mar 24, 2010
Is Social Media Dead? Credibility through Customer Experience
Have the winds changed? Is the social media losing the fresh influence it once enjoyed? There was an Edelman study in Advertising Age that received far less attention than I thought it would. I suspect that the reason the findings didn’t gain…
- Mar 17, 2010
How to turn customer service into profit!
Recently, I had a very candid conversation with a CEO who I’ve known for a long time but who has never shown much interest in elevating service at his business. During that conversation he said something like, “Joseph I know you believe service is…
- Mar 10, 2010
How words sell well!
I write everyday. At present, I am working on a book under contract, finishing revisions for a publishing agreement on my next book, and working on a collaboration document involving a company for yet a third book. So put simply, I write.…
- Mar 4, 2010
Direct Buy, Best Buy, Where You Buy
It had been some time since I heard about them but this week they kept finding their way into my conversations. At a large independent retail conference they were a central point of discussion, while working for a major metropolitan design center…
- Feb 25, 2010
Stop Selling - Leverage Listening
My friend and colleague Doug Fleener once described the possible downside of Twitter as being like a “Chamber of Commerce meeting where everyone is selling and no one is buying.” It’s great to have friends as smart as Doug because they force you to…
- Feb 18, 2010
Is your business making WOWful Connections with your customers?
You have probably heard the well-worn phrase that “knowledge is power.” I think that’s wrong! Knowledge is just that - knowledge. Unless information is put it into action their is no power in it. Lets take the knowledge that you’ve collected on your…
- Feb 10, 2010
How to Choose a Strategic Business Partner
On occasion, my father would begin to make a point with the phrase “if I had a dime for every time.....” and finish it with something like “a politician made a promise they did not keep - then I would be a rich man today” With inflation, I’ve…
- Feb 3, 2010
How do YOU KNOW?
As a business owner and consultant, one of my favorite phrases has been “how do you know?” For example, I might ask a CEO of a business that I’m consulting with about their overall level of employee engagement and after they give me their subjective…
- Jan 28, 2010
Starbucks - Dead or Alive
Some time ago, innovation consultant to Fortune 500 companies and author Gregg Fraley blogged that “Starbucks is Dead.” He went on to acknowledge that his comment was a “bit of an overstatement.” But he made the observation because of his…
- Jan 20, 2010
Transform or Control? Resolving an Important Leadership Challenge
Here is a quick “what would you do if” quiz. Assume you take over leadership of a troubled work team or organization. Your employee engagement scores, customer engagement metrics, and performance measures all reflect significant cultural chaos.…
- Jan 14, 2010
Keys to Choosing Customer-Centric Business Tactics
A clearly defined business strategy makes tactical decision-making easier. Let’s take the case of Home Depot , one of the major US-based home improvement big box retailers. Home Depot competes aggressively head-to-head with the Lowes brand. Home…
- Dec 10, 2009
How to turn mission into vision
I have been talking a great deal about service-centricity as the foundation for customer-centricity. Let’s further that discussion to examine what it takes to execute a service-centric business strategy. I will be using the UCLA Hospital System…
- Dec 3, 2009
Are you service-centric?
Previously, I’ve shared 4 customer interaction strategies that businesses either consciously or inadvertently deploy. Those strategies are product-centric, service-centric, customer-centric, and customer-adaptive. I hope I communicated that…
- Nov 27, 2009
Shakespeare and Business
Hamlet..."To thine own self be true." I sometimes wonder if leadership experts that I admire, like John Maxwell, ever make business missteps? If they do, what can I learn from them? To my surprise at an international speaking event recently, I was…
- Oct 31, 2009
4 Key Business Strategies
Do you really know what strategy your business is following with regard to products, customers, service, and experience? I was impressed recently by the work of Ismail Pishori and his team at Telus of Canada. Ismail works primarily with financial…
- Oct 6, 2009
6 Keys to True Leadership
I am convinced that many leaders inspire followership through words alone but truly great leaders transform those words in action. One such example of great leadership is demonstrated by a colleague of mine – Karl Mecklenburg. Many of you know Karl as a six-time pro bowl linebacker and a former NFL legend for the Denver Broncos. He also happens to be a well-respected speaker and author.....
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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