Joseph Michelli
Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
How to turn problems into customer loyalty
I recently visited a store to make a return. I suspect that few people relish this particular type of retail encounter – not the...
How to Float a Complaint
Imagine – a picturesque resort retreat near a lake. To take full advantage of its serene surroundings, the resort offers canoes in which guests...
Who Are Your Customers?
We don’t often think of Starbucks as being the new kid on the block. Yet, India Real Time, a blog published by the Wall...
The Conundrum of Consistency: When More Becomes…More of the Same
Consumers value consistency. Consistency of service, consistency of product, consistency of availability, particularly when we travel. But consumers also value the unique and, of...
Rewarding Complaints – Interview with Gautam Mahtani
Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to...
Customer Feedback Loop – Interview with Gautam Mahtani
Welcome to the second of three installments of my interview with Gautam Mahtani Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam what is...
Assessing the Voice of the Customer – Interview with Gautam Mahtani
Today on the blog, I feature the first part of an interview with Gautam Mahtani, Loyalty Strategist and Co-founder of Customer Feedback Systems…. Joseph: Welcome...
How to Grow Your Customer Connection Through Technology
In a Time magazine survey, people were forced to choose one item to take to work: their wallet, their lunch, or their mobile device....
How to Create Sustainable Customer Excellence: The Power of an Acknowledging Leader
We have talked about the power of being seen, truly seen, as one hallmark of an exemplary customer experience. But to see, listen to,...
The Big Question – What’s Next For Our Business?
Growth and expansion are provocative words in business. They suggest all things good, abundant, and forward-moving – more revenue, more brand exposure, more leverage...
Getting Personal: It’s NOT Just for Valentine’s Day
Having the products and services your customers want and delivering them consistently is merely table stakes today. The real challenge is whether you get...
How to Get a Solid Return on Workplace Fun
It happens in many places and in many ways, but it is a consistent theme for employees at Zappos…they practice random acts of fun...
If You Don’t Have Passion for Your Product, Why Should Your Customer?
It’s a nice daydream, right? Feeling, or better yet, actually being ahead of the game? Sometimes trying to get on top of all your...
A Case Study for 2014 – Learning from the Legendary Leaders
My connection to the word comes through Tony Hsieh CEO of Zappos. As you know Tony and Zappos were the sources for my book...
Making it Right: Turning Breakdown Experiences into Forever Customers
It happens from time to time, despite your best efforts. Your business dutifully prepares for seemingly every contingency and investigates each process fault...
How to Speed-Train Seasonal Employees
Tis the season for…seasonal employees. This time of year temporary employees swell payroll rosters, even if only for a matter of weeks. ...
They Want to Talk – Do You Want to Listen? How to Learn from Customers
Does your business have a mechanism for collecting and considering customers' insights? A good, old fashioned suggestion box or perhaps something more sophisticated? What...
Customer Experience Musts – Telling us what they want
Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or...
Five Points for Perfecting Customer Interactions
Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to...
How to Create Seasonally Relevant Customer Experiences
For many, the most magical time of the year is fast approaching. One indicator that we are on the cusp of the holidays...