Joseph Michelli

How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and...

How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond Skip to content ...

Prioritization – Looking Back, Letting Go, and Moving Forward

Prioritization - Looking Back, Letting Go, and Moving Forward Skip to content ...

Imagine it is 2025 – How’s Your Customer Experience?

Imagine it is 2025 - How’s Your Customer Experience? Skip to content ...

Slowing Down to Savor the Season – Unplugging to Connect!

Skip to content In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I us...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience Skip to content ...

Not All Customers are Jolly but Service Professionals SHOULD BE

Not All Customers are Jolly but Service Professionals SHOULD BE Skip to content ...

Winning this Holiday Season | The Art of Selling through Human Experience Creation

Winning this Holiday Season | The Art of Selling through Human Experience Creation Skip to content ...

Create a Hostile Environment for the Ungrateful

Create a Hostile Environment for the Ungrateful Skip to content ...

Catching What is Right | The Art of Service Storytelling

Catching What is Right | The Art of Service Storytelling Skip to content ...

Convenience over Privacy? Paying Attention to Consumer Trends

How should companies balance technology-driven personalization/convenience with customer privacy? Consider that 4,000 Swedes have already placed a chip into their bodies. Convenience over Privacy? Paying Attention to Consumer Trends Skip to content ...

Customer Experience Excellence Requires Shared Communication Platforms

Customer Experience Excellence Requires Shared Communication Platforms ...

The Never-ending Journey to Customer Experience Excellence

The Never-ending Journey to Customer Experience Excellence ...

How’s your growth mindset? The link between mindset and customer experience

Let me guess, Your children are above average, You have an outstanding sense-of-humor, Your business is delivering a remarkable customer experience, and You’re blessed with a growth mindset. You’re probably right when it comes to your kids and to your ...

Human Experience in A Technological World

My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable. Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in…

Customer Segments or Customer Need States?

Customer segments or customer need states? The answer is … both! It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer ...

Trusting Your People [Infographic]

Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Some people have suggested that when it co...

Trusting Your People | Superpowering Your Customer Experience

Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend beyond their direct interactions with you. Take United Airlines, for example, my perc...

Cutting-edge Service Technology Blended with a Human Service Culture

“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how t...

Optimal Customer Visioning

If you read my blog with any frequency, you’ve likely seen one of my many posts on the do’s and don’ts of customer journey mapping (e.g., Three Keys to Effective Customer Journey Mapping and What is Persona-Based Customer Journey Mapping?) Persona...

The Agility of Ownership – Lessons from South African Entrepreneurs

This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships. As you may know, I work predomina...

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