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.
Customer Experience – Is it Care or Speed?
Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up...
Challenging Awakeness – From Favorite to Former
It seems so trivial but it really is the "little things" that annoy consumers. I was at a sandwich shop recently where I...
Tweet-a-coffee? Mobilize the connection
In my latest book, Leading the Starbucks Way, one of the five business principles I delve into is titled "Mobilize the Connection." The...
Meeting Customers – Your Road to Success
More than ever customers expect to have their needs met as soon as they ask. Actually, they expect those needs will be addressed even...
INFOGRAPHIC – The Evolution of Starbucks Mobile Marketing Strategy
Lessons from Starbucks as shared in the new book Leading the Starbucks Way
Is is loyalty or buying customers?
We all have those loyalty cards hanging from our key rings as we make our way to CVS, Starbucks, and anywhere else we can...
Courting, Dating, & Loving – A Customer Experience Journey?
Somewhere in our lifetime, most of us have run across Maslows' hierarchical theory on human motivation (physiological, safety, belongingness and love, esteem, and self-actualization)....
That Nonreplicable “Something Else”
We all know the saying: "Imitation is the sincerest form of flattery." But, what does that actually mean for your company and the relationship...
Passion Drives Purchase
In my soon to be released book, Leading the Starbucks Way, I list "seven bold moves" Starbucks leaders identified to revitalize their business. ...
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
Starbucks has become one of the most successful businesses in the world. If you need proof – simply look to their record breaking...
Guilty as Charged – Seeking Consistency
While I have never considered myself a social media expert – I do know something about the importance of consistent experiences. That said,...
The Couponing Experience – Are you overlooking it?
Are you a coupon clipper? How about your customers? What role do coupons play in customer experiences? Do they lead to commoditization...
The Human Experience – Lessons from the ICU bedside
ience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare...
Authenticity beats Trendy!
First a personal note… Please accept my apologies for not blogging more regularly. Every waking hour (that is not dedicated to consulting, speaking,...
Can you handle the truth about social media hype?
Do you remember Jack Nicholson's character in the 1992 movie, A Few Good Men, Colonel Jessep, delivering that powerful line "You can't handle the...
Connecting People to a Culture of Connection
In an interview recently, I was asked what is the biggest "small detail" business leaders overlook today. How would you answer that question? For...
Shouldn’t You be Shadowing Your Customers? Whys, Whats and Hows for Success
Have you ever been shadowed? Have you ever shadowed? I am talking about customer shadowing of course and if you are not...
The Basics for Delivering Customer Value
How often do you say "no" to a lucrative business opportunity? I have come to believe that excellence requires a willingness to pass...
Baking customer loyalty into your overall business strategy
While working on the manuscript for my new book about Starbucks, I've been revisiting what Michael Porter of the Harvard Business School framed as...
How to respond to “Pinteresting” times in Customer Engagement
"May you live in interesting times," is often referred to as the Chinese curse and it aptly applies to the challenge of creating relevant...