Joseph Michelli

Are you an oasis or mirage? How to gain customer trust

People say the darndest things when they are trying to sell something! The worst of which mislead, over-represent or simply excessively hype a...

Increase tension with your customer – Nudge the LOVE

I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author...

Better Service? Where to Start!

When I receive terrible service, I often think to myself “how hard would it have been to…..”  Often that sentence ends with common sense...

Customer “relationships” -The door swings both way

We often spend copious amounts of money trying to get customers to choose us.  We then have a large chunk of them decide not...

Where’s your MOBILE COUPON?

Oh my times have changed!  As an old person, I remember the brick I used to carry around that doubled as a”cellular phone.” According to...

The Starbucks Experience is Back

As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues.  With rounds of layoffs, a...

Send your customer away, it’s for the good of all!

I know this will sound crazy at first, but please bear me out.  You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s...

Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons

What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as...

What’s more important employee or customer care?

I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of...

What you don’t know will hurt! 2010 Customer Experience Results

While normal people are waiting for new episodes of “Glee”, customer experience geeks like me eagerly anticipate the annual release of the Right Now...

A coupon away from leaving you

We’ve all heard it, “customer satisfaction is not enough.”  But why not? I recently stayed at a hotel that satisfied me.  They were competent in...

Is your business worthy? Loyalty is hard to find

Groucho Marx once said “I refuse to join any club that would have me as a member.” In the social media, most businesses typically want...

It is the people, Duh! Are you a 10?

Frequently, I start my day by reading “tweets” and they often set the stage for my blog topic.  Today I drew inspiration from a...

Do you deliver emotional value? How the little guy beat Coca Cola!

Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca...

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...

New Posts