Joseph Michelli

Three Keys to Effective Customer Journey Mapping

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I will focus this installment on how to use a customer […]

The post Three Keys to Effective Customer Journey Mapping appeared first on Joseph Michelli.

What is Persona-Based Customer Journey Mapping?

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance of immersing yourself in an understanding of the core customer […]

The post What is Persona-Based Customer Journey Mapping? appeared first on Joseph Michelli.

Aiming Before You Fire – Patiently Seeking Input to Guide Service Design

Recently I wrote a blog in which I offered my definition of experience design. From my vantage point, experience design is one of the core competencies of human-centric organizations along with human-centric culture, customer listening/understanding, effective change management, and productive use of customer-focused metrics. I am sure I will be addressing all of those topics in […]

The post Aiming Before You Fire – Patiently Seeking Input to Guide Service Design appeared first on Joseph Michelli.

Your Keys to Outstanding Experience Design

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where my team and I have spent a lot of time –not least of which are automotive, hospitality, financial services, building trades, retail, and restaurants. When it comes to the restaurant sector, […]

The post Your Keys to Outstanding Experience Design appeared first on Joseph Michelli.

Branded Customer Experience Delivery

P or B? Unique Value, Elasticity, and Branded Customer Experience Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that had a strong and unique brand image. With its narrow restaurant layout, high pitched distinctively blue roof, and tables adorned with multiple types of syrup. It was none other than […]

The post Branded Customer Experience Delivery appeared first on Joseph Michelli.

So Many Customer Experience Lessons – So Little Time!

I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories: Only one […]

The post So Many Customer Experience Lessons – So Little Time! appeared first on Joseph Michelli.

From Customer Journey Map to an Optimal Customer Journey Road Map

In last week’s blog, I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. I also noted four elements necessary to effectively guide your customer experience design efforts and suggested that the following four considerations […]

The post From Customer Journey Map to an Optimal Customer Journey Road Map appeared first on Joseph Michelli.

Customer Journey Mapping and the Road Beyond

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. When customer experience designers like myself would suggest that touchpoint maps need to be upgraded to customer journey maps […]

The post Customer Journey Mapping and the Road Beyond appeared first on Joseph Michelli.

No Joke! The Role of Humor in Customer Experience

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills (Humor, Play and Laughter – Stress-proofing life with your kids). I became a student on the topic because I wanted […]

The post No Joke! The Role of Humor in Customer Experience appeared first on Joseph Michelli.

Abundantly Moving Beyond Business Fear

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 […]

The post Abundantly Moving Beyond Business Fear appeared first on Joseph Michelli.

Howard Schultz: A Leader, A Teacher, and An Inspiration

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.

The Heart of the Experience Professional

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 […]

The post The Heart of the Experience Professional appeared first on Joseph Michelli.

Customer Loyalty is Not the Same as Repeat Business

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.

5 Things You Absolutely Must Do To be Customer-Centric

  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.

5 Things You Should Not Do in the Name of Customer Experience

I was asked recently to provide a couple blogs concerning must-have and must not do elements of a successful customer experience business. Here are five things you should NOT do.

The Age of AI & the Customer

  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 […]

The post The Age of AI & the Customer appeared first on Joseph Michelli.

Social Media Influencers and Your Customer Experience

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.

Starbucks Store Closings for Training: Déjà vu and You

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.

The Starbucks Experience | Challenges and Opportunities in Philadelphia

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.

Take Service Communication to the Next Level

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 […]

The post Take Service Communication to the Next Level appeared first on Joseph Michelli.

New Posts