Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a […]
As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the […]
The post Howard Schultz: A Leader, A Teacher, and An Inspiration appeared first on Joseph Michelli.
For an Experience Professional Practicing Otherness in a Selfish World is Essential One of the core values at our company The Michelli Experience is otherness. Our team knows that otherness is a seldom used word but we like the sound of it and moreover we like the concept behind it. For us, otherness is: the […]
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize For clients with whom I have helped create loyalty programs, I am quick to make a somewhat unpopular set of distinctions between repeat business and customer loyalty. Given the confusion that abounds between loyalty and repeat business, I thought I would […]
The post Customer Loyalty is Not the Same as Repeat Business appeared first on Joseph Michelli.
This is the second in a two-part blog series. If you missed my perspective on 5 Things You Should Not Do in the Name of Customer Experience please check that out here. This week we are flipping our conversation to discuss five things you absolutely must do to be customer-centric. Let’s get straight to it: […]
The post 5 Things You Absolutely Must Do To be Customer-Centric appeared first on Joseph Michelli.
Redesigning Process Improvement in the Age of AI & the Customer Long ago you could win in business if you had standardized processes and your competition did not. In essence, if you standardized your processes, you maximized efficiencies and drove consistency into your product creation and service delivery. Those standardization benefits are best exemplified by […]
Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like iHeartRadio […]
The post Social Media Influencers and Your Customer Experience appeared first on Joseph Michelli.
As I was writing my blog last week, the news was shifting quickly on the Starbucks debacle in Philadelphia. In fact, when I put the finishing touches on that post, Starbucks CEO Kevin Johnson had simply issued an apology and made a promise do a thorough investigation into the situation. Predictions Made and Predictions Overlooked […]
The post Starbucks Store Closings for Training: Déjà vu and You appeared first on Joseph Michelli.
As you might expect from someone who has worked with and written a couple of books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I have had my share of media asking me to opine on what happened in that Philadelphia Starbucks when 911 was called and the police placed two black men in […]
The post The Starbucks Experience | Challenges and Opportunities in Philadelphia appeared first on Joseph Michelli.
Waiting for Your Email: For the Good of Humanity, Please Reply What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed […]
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity. Unless you have gone well beyond the “delete Facebook” movement and literally given up the Internet altogether (which would mean I am writing this to myself), you’ve certainly had a front row seat to the Facebook vs. […]
The post Value Proposition & Customer-centricity | Explore & Commit appeared first on Joseph Michelli.
My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery) […]
I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a […]
The post Starbucks: Greatness Personified/Excellence Diversified – What About You? appeared first on Joseph Michelli.
From Machines to Living Organisms I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. Agile Genius The genius of this collection of talented individuals was […]
The post Strategic Positioning | Is Your Customer Experience Agile Enough? appeared first on Joseph Michelli.
As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3 Billion Drop in Value Is Linked to A Kardashian: The entrepreneur and Kardashian half-sister […]
The post Everyone Has a Platform: Are You Training For that Reality? | Service Excellence appeared first on Joseph Michelli.
Go Human, Go Methodical but Above All Else GO for VALUE I have been showing clips about it and talking to audiences about it for the last year, and now it’s finally here – Amazon Go. Forever Changed After extensive beta testing the first Amazon Go store has opened and, in my humble opinion, the […]
The post Go Human, Go Methodical but Above All Else GO for VALUE appeared first on Joseph Michelli.
Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies For me, my “go to” strategies for product development or experience innovation involve components from my […]
The post Empathetic Design – As Close to the Holy Grail as You Can Get appeared first on Joseph Michelli.