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.
1132 posts in the archive
Earlier writing.
Page 6 of 57
- 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…
- Oct 24, 2024
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints (Infographic)
In this week’s blog, I discussed about creating end-to-end 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…
- Oct 23, 2024
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints
Some years ago, I read a Harvard Business Review article titled “ The Truth About Customer Experience ” by Alex Rawson, Ewan Duncan, and Conor Jones. My key takeaway from the article is that transactional touchpoints can distort a company’s true…
- Oct 17, 2024
It's Not Just Who You Know: Building Deeper Connections for Success (Infographic)
In this week’s blog, I discussed about elevating your business and building deep and lasting connections with key stakeholder groups. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the…
- Oct 16, 2024
It's Not Just Who You Know: Building Deeper Connections for Success
We've all heard the adage, “It’s not what you know, it’s who you know.” I believe this saying doesn’t tell the whole story. In today’s world, building meaningful relationships and understanding the people around you goes beyond superficial…
- Oct 10, 2024
The Success of Your Business Depends on a Single Question: How Do You Respond? (Infographic)
In this week’s blog, I discussed about elevating your business to building team and customer trust. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- Oct 9, 2024
The Success of Your Business Depends on a Single Question: How Do You Respond?
Through the years, I've made a simplistic observation about leaders of exceptional customer experience companies. They tend to view team members and customers much like philosopher Jean-Jacques Rousseau did when he noted, "People in their natural…
- Oct 3, 2024
Customer Experience (CX) Day – Celebrating the Power of Partnership (Infographic)
In this week’s blog, I discussed about forging strategic partnerships that serve others. 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 2, 2024
Customer Experience (CX) Day - Celebrating the Power of Partnership
About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University , contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs.…
- Sep 26, 2024
Are you a Lovemark? The Journey to Becoming a Beloved Brand (infographic)
In this week’s blog, I discussed about elevating your business to beloved brand status. 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,…
- Sep 25, 2024
Are you a Lovemark? The Journey to Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Let's switch venues: how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomenon of Starbucks weddings and…
- Sep 19, 2024
Defying Expectations - The Power of Vision, Purpose, and Dedication (Infographic)
In this week’s blog, I discussed about inspiring your team through vision, purpose, and dedication. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about…
- Sep 18, 2024
Defying Expectations - The Power of Vision, Purpose, and Dedication
Ernie Andrus, a World War II Navy veteran, has accomplished age and convention-defying goals. At 90 , Ernie set out to break the record for the oldest man to run across America, previously held by a 73-year-old. Ernie shattered that record and…
- Sep 12, 2024
Your Customers Are Changing Fast, Are You? (Infographic)
In this week’s blog, I discussed about effectively adapting to changing customer needs and preferences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…
- Sep 11, 2024
Your Customers Are Changing Fast, Are You?
In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way , I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard…
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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