Joseph Michelli

Are you Letting your Products and Technology Down?

Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. Take Starbucks’ deployment of ...

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are ...

For All Those You Serve Close the Loop

For the Love of Mike (and all the others you serve) – Close the Loop! The phrase “for the love of Mike” has a colorful Irish backstory wherein exasperation and frustration were redirected from God to Mick (or Mike). I am exasperated with a particular h...

Rolling through the Highs and Lows | Where will your Customers Land?

I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog – there are few princes and a lot of frogs. The other day, I encountered, count them, not one but two ext...

5 Things Not To Do in Your Journey to Customer Experience Excellence

Raise your hand if you remember the radio or television police drama Dragnet. For the rest of you here’s a link from the History Channel. I reference Dragnet, so that I can borrow one of the many signature lines from the show, “Only the names...

Your Customer Journey Map is Probably Not Enough

Once upon a time, many business leaders built their companies almost exclusively to achieve operational excellence – even if that meant customers were inconvenienced. For my father’s generation (and to a considerable extent, my generation as well) busi...

The End: Sharing Brand Stories Differently!

One week’s episode might begin with Kate and Toby dealing with the challenges of their recently born premature baby boy only to have the next scene jump to an interaction between Kate’s parents (Jack and Rebecca) which occurred before Kate and her sibl...

Do not Forget to Sprinkle Emotion on Top of your Branded Storytelling

Donut Do not Forget to Sprinkle Emotion on Top of your Branded Storytelling Over the past couple of weeks, I’ve shared how brands can be described by perceptions held by customers and non-customers alike. I’ve suggested that those perceptions are shape...

Say Yes to a Dress | Developing Characters in Branded Storytelling

Southwest Airline said “Yes to a dress,” and that dress is an important character in this week’s brand story. In my last post, I talked about the importance of clear brand identity – or brand essence – to shape the branded customer experience you seek ...

It Takes a Brand to Deliver a Branded Customer Experience – What are they...

[unable to retrieve full-text content]Once upon a time, drug companies couldn’t advertise. Those companies marketed to physicians, not to the end user. Now television ad rotations are heavy with pharmaceutical ads – many of which not only list possible...

Customer Experience Wisdom from a 96-year-old Business Legend

[unable to retrieve full-text content]Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person speaks about customer experience, I take notice and listen. I suspect we all should. During my many visits to New ...

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience

[unable to retrieve full-text content]When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event, the resulting commercial should aspire to the heights of visual brand storytell...

Testing and Learning for Customer Experience Excellence

[unable to retrieve full-text content]On any given day I find myself playing the You know you’re old when… game. Here’s how it goes for me on broader social themes, You know you’re old when you have to explain to someone what a pay phone wa...

How to drive your brand voice through your customer experience

[unable to retrieve full-text content]Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their businesses. In prior working sessions, those leaders and I defined the optimal customer ex...

The 3 Ps of Customer Experience Excellence

[unable to retrieve full-text content]It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by customer experience research and consulting group Walker, titled Customer 2020. I remember thinking that ...

7 Tips for Managing Customer Complaints and Stress This Holiday Season

It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sales item. No matter yo...

7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail...

It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family, celebrating faith traditions, entertaining friends, and relaxing – wait I must be under the influence of eggnog. Let’s ...

Human Experience Requires Gratitude

My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this time of year, these words play prominently in family gatherings. The good news is the magic of these words extends we...

Catching People Doing What’s Right Along the Customer Experience Journey

[unable to retrieve full-text content]Starting around 2012, I had the good fortune of working with the leadership team at Mercedes-Benz USA (MBUSA) as they sought to elevate their customer experience from the middle of the pack among all automobile man...

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.” Rather than being t...

New Posts