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.
1126 posts in the archive
Earlier writing.
Page 9 of 57
- Mar 21, 2024
Injecting Fun into Your Business Culture: A Lesson from Zappos (Infographic)
In this week’s blog, I discussed about the benefits of infusing fun in your workplace. 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,…
- Mar 20, 2024
Injecting Fun into Your Business Culture: A Lesson from Zappos
Online retailer and Amazon subsidiary Zappos practices random acts of fun and weirdness, demonstrating that workplace play can significantly boost creativity, productivity, and employee morale. In the spirit of that fun, and based on my book about…
- Mar 14, 2024
Elevating Customer Service: A Guide for Business Leaders & Managers (Infographic)
In this week’s blog, I discussed about elevating your service levels. 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 visit…
- Mar 13, 2024
Elevating Customer Service: A Guide for Business Leaders & Managers
Recently, I called two companies for service. The first made it easy for me to find their contact number, answered and routed my call swiftly, and provided a personal, helpful, and warm experience. The second sent me through a failed "automated…
- Mar 7, 2024
Maximizing Customer Loyalty: Lessons from the Tech Industry's Best (Infographic)
In this week’s blog, I discussed about driving customer loyalty. 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 visit…
- Mar 6, 2024
Maximizing Customer Loyalty: Lessons from the Tech Industry's Best
What might we learn about customer loyalty from Apple , Intel , and Alphabet ( Google) ? A recent study by DesignRush ranks these tech giants at the top for customer loyalty among Fortune 100 companies . So, let's explore five customer engagement…
- Feb 29, 2024
How to Build Customer Loyalty Through Service Recovery (Infographic)
In this week’s blog, I discussed about enhancing service recovery in your business. 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…
- Feb 28, 2024
How to Build Customer Loyalty Through Service Recovery
Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Studies also show that customers who experience a service failure followed by an exceptional recovery are…
- Feb 22, 2024
Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
In this week’s blog, I discussed about creating a glocal customer experience. 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 visit…
- Feb 21, 2024
Are You Glocal?: How to Balance Brand Consistency with Community Connection
I first encountered the terms "glocal " and "glocalization " over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks' "glocalization" opportunity in my second…
- Feb 15, 2024
Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)
In this week’s blog, I discussed about increasing ritual in your business. 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 visit…
- Feb 14, 2024
Cultivating Passion and Purpose: The Power of Rituals in Business
Many leaders constantly manage daily challenges or spend a lot of time "putting out recurring fires." Others find a way to manage daily operational challenges with minimal effort - leaving ample time to ignite a passion for products, services, and…
- Feb 8, 2024
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos (Infographic)
In this week’s blog, I discussed about deploying a customer experience template. 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…
- Feb 7, 2024
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos
In a world where so many brand interactions are automated, direct human-to-human contact with customers is both a privilege and an opportunity. When a customer speaks to a team member by phone or in person, it is a rare and special chance to…
- Feb 1, 2024
Silo Busting Your Way to Customer Loyalty and Referrals (Infographic)
In this week’s blog, I discussed about maximizing customer experience collaboration. 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,…
- Jan 31, 2024
Silo Busting Your Way to Customer Loyalty and Referrals
Alas, we've all seen how organization silos create friction and lead to customer experience breakdowns. When departments or teams don't communicate or collaborate effectively, customers often have to repeat themselves, switch channels to get…
- Jan 25, 2024
Customer Care vs. Speed of Service: Finding the Right Balance (Infographic)
In this week’s blog, I discussed about increasing personalization in your business. 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…
- Jan 24, 2024
Customer Care vs. Speed of Service: Finding the Right Balance
Since perfect service is an unrealistic aspiration, leaders should encourage and train team members to manage service breakdowns effectively. Studies also show that customers who experience a service failure followed by an exceptional recovery are…
- Jan 18, 2024
Driving Customer Experience through Personalization (Infographic)
In this week’s blog, I discussed about increasing personalization in your business. 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…
- Jan 17, 2024
Driving Customer Experience through Personalization
Personalization is crucial for customer engagement and loyalty. Marissa Mayer, formerly the president and CEO of Yahoo, put it this way: Consumer research shows personalized experiences (much like increased customer convenience) are fundamental to…
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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