Joseph Michelli

Is your brand a myth, story or legend?

I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary”...

2011 Opportunities are Going Fast

Since store displays of Christmas items began showing up well before Halloween I thought I could start looking ahead to consumer trends in 2011,...

Is you brand CRUD?

I have participated in a number of corporate board meetings lately where brand positioning, brand logos and tag lines have been the desired deliverable....

It’s Not Your Price, or Is it?

Service is a value proposition!  Sometimes people value being served and sometimes price or convenience are their only drivers. Denise Lee Yohn, branding expert who...

5 Ways Customer Service Should NOT be like Politics

As we come to the end of yet another vicious campaign cycle, I couldn’t help thinking about how “would-be public servants” demonstrate the worst...

Frightful to Connected

Many businesses are frightfully uninvolved with their customers except when the customer is contemplating a sale or when the client makes a purchase.  Here...

What would Drucker Do?

Peter Drucker, undoubtedly one of the world’s most influential management consultants, would have been 100 years old next month.  Drucker died 5 years ago...

It’s Not What You Say

Deceptive marketing, corporate spin, and greed have left many employees and consumers wondering if there is any company they can trust?  Claims of great...

Starbucks and the Alcohol Experience

I just finished an interview to be released soon in QSR magazine.  The central question essentially was  ”has leadership at Starbucks lost their collective...

Quality Toilet Paper

I am interrupting my usual blog to playfully participate in Bathroom Blog Fest 2010.  To keep with the theme of blogging about “bathrooms” and...

How to Choose a Customer Loyalty Metric (CSAT, NPS, CES)

Recently I mentioned a Harvard Business Review article entitled, “Stop trying to delight your customers” and I introduced the concept of a single item...

The Easy Way to Customer Service Excellence

Can you ask for more?  In a timely single issue of the Harvard Business Review, you have two seemingly divergent messages about customer experience...

How to Deliver Service plus Chocolate!

Having recently consulted or spoken in 6 countries in less than 30 days (ranging from Bolivia to Hong Kong), I keep facing questions that...

Walk Before You Run, But Run for Service

I must admit I’ve been spoiled by working with so many amazing customer experience businesses.  Many of those companies, such as Starbucks and the...

5 Categories of Customer Preferences You Should Know

While recently consulting with a client about ways to determine customer preferences, I had a random neuronal firing and from the deep recesses of...

How to Create Brand Equity

Which is it – wide ties or skinny ties? Bell bottoms or straight legs? I am convinced that if you wait long enough...

Customer Connections by the Facts Not by Total Nonsense

While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of...

How to move customers up the loyalty ladder

I think of customer engagement as a ladder. The lowest rung is simple customer satisfaction, with subsequent ascending rungs be things like “repurchase...

How to assess the Online or User Experience

Having spent a decade of my life conducting a daily radio talk show in a top US market, I know the importance of engaging...

Customer Loyalty – Dead or Alive?

The “customer experience” blogosphere has served as the forum for a raging debate about whether “customer loyalty” has died and should be long forgotten. I...

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