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 57 of 57
- Sep 24, 2009
Effective Ways to Create a Lasting Leadership Legacy
While in Canada addressing an audience of community leaders, I had a profound sense of the amazing generosity of the human spirit. Don’t get me wrong, I read newspaper’s replete with greed, avarice, crime, armed conflict and senseless acts of…
- Sep 17, 2009
8 Best Ways to Get Consumers' Attention
Stop trying to sell me your stuff when you have no concept what I need. Ok there I said it! I am convinced social media offers amazing opportunities for all of us to communicate with contacts, prospects, and customers. However, the entire space is becoming cluttered with people who skip relationship building and jump directly to pushing their offerings down the throats of complete strangers. Instead of utilizing the power of Facebook or Twitter to enhance trust, likability, and familiarity, these in-your-face marketers could care less who you are and care only about sending intrusive direct messages to anyone unfortunate enough to reciprocate their request for contact. This blog ways to credible gain the attention of customers
- Sep 17, 2009
8 Best Ways to Get Consumers' Attention
Stop trying to sell me your stuff when you have no concept what I need. Ok there I said it! I am convinced social media offers amazing opportunities for all of us to communicate with contacts, prospects, and customers. However, the entire space is becoming cluttered with people who skip relationship building and jump directly to pushing their offerings down the throats of complete strangers. Instead of utilizing the power of Facebook or Twitter to enhance trust, likability, and familiarity, these in-your-face marketers could care less who you are and care only about sending intrusive direct messages to anyone unfortunate enough to reciprocate their request for contact. This blog ways to credible gain the attention of customers
- Aug 29, 2009
Too Much of A Good Thing?
As a customer experience designer, I can’t believe I am asking this question but here goes…Can you ever enrich a customer experience too much? That question, in my world, is tantamount to asking Bill Gates if he could ever have too much money or a…
- Aug 20, 2009
A Customer by Any Other Name
I was consulting with a senior leadership team about designing experiences across their business. At one point in the meeting I was blending the concepts of customer and employee experience under a broad banner called the business’ “overall…
- Jul 25, 2009
Define and Refine
In my book The New Gold Standard , I advance a business principle which I labeled “define and refine.” The principle emphasizes the importance of defining the experience you want customer’s to have with your staff and explores how to refine that…
- Jul 17, 2009
It's WOW Time!
Having extolled the virtues of “Delivering Wow” in my book The New Gold Standard . I am constantly on the lookout for “wow” service moments and the ingredients necessary for a customer to conclude that service reached the level of a “wow”. The Verde…
- Jul 17, 2009
It's WOW Time!
Having extolled the virtues of “Delivering Wow” in my book The New Gold Standard . I am constantly on the lookout for “wow” service moments and the ingredients necessary for a customer to conclude that service reached the level of a “wow”. The Verde…
- Jul 8, 2009
2020 Vision
Great business leaders not only react but anticipate – that’s what strategic planning is all about. With that in mind, I am taking this opportunity to look ahead, way ahead, to the US consumer in 2020. I was inspired to take this long range view…
- Jul 1, 2009
USP and You
A recent About.com article written by Barbara Farfan has me thinking about my clients’ USPs. If you haven’t heard about the concept of a USP, it stands for a Unique Selling Proposition. In short it is that special something that makes you different…
- Jun 22, 2009
Better Numbers Better Connections
This last week I had a number of podcast listeners contact me about the fact that I have removed most of my archived segments from my podcast site. Let me assure you that I am currently working on a special project that will allow all of you to not…
- Jun 11, 2009
What is the world coming to?
This is a question, I often remember my father asking, normally the question was followed by his sense of dismay about how some innovation was likely to ruin the way things have always been done. While I typically, think of myself as someone eager…
- Jun 5, 2009
Get Off The Phone!
Two times, in as many days, I went into a retail store only to be served by people who were on the phone. In one case, I couldn’t find any one in the store. After about 5 minutes, I roamed toward the back and poked my head into an office, where a…
- May 29, 2009
Unto Thine Own Self Be True
The current recession has many corporate leaders facing a survival challenge for the first time in their business’ history. While this level of vulnerability may be a first for these business owners and managers, other leaders have walked that same…
- May 24, 2009
Free Webinar Thursday May 28th 2pm Eastern
For dial-in and registration informaiton, please click the link below: https://www.eventspan.com/event/2009-05-28-from-the-ordinary-into-the-extraordinary-creating-the-total-customer-experience For dial-in and registration informaiton, please click…
- May 21, 2009
Doing the Best In the Worst
I’ve always believed that great leaders attempt to anticipate the often unanticipated negative consequences of their forward moving decisions. In other words, they try to figure out what might go wrong despite their intentions to make things go…
- May 14, 2009
Computer Jennerated Service
I often tell business audiences that all business is personal and that leaders create profits for people through people. Small businesses like mine frequently have an advantage when it comes to making personal connections but lack pricing benefits…
- May 7, 2009
Talent Plus?
I am starting to worry that I am using up all my peak experiences in my 40’s and I won’t have any left over to carry me through my remaining years. Today I went to a very special place, where people truly care about human potential and personal…
- Apr 24, 2009
Famously Different
This has been a remarkable week for me, as I watched truly great people explore ways to help customer’s find what is unique about their brands. I have been in brand summits and brainstorming sessions with two terrific groups Famous Dave’s Legendary…
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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