Joseph Michelli

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...

How to Be an Innovator

When the world economy hit a pothole in late 2008, business leaders executed a predictable and in many cases responsible strategy of cost-reduction. ...

The Gravity of Customer Experience Enhancement

My first job in organizational development was in healthcare. More than two decades later (I can’t possibly be that old), I appear to have...

Sex Doesn’t Sell that Well! – How to make real visceral connections with customers

I have long been an admirer of the work of Martin Lindstrom. As you probably know, Martin is a revolutionary thinker in...

How to execute “EASY” – A Boom or Bust Proposition

So what would you rather do – wait for a person to serve you or expedite the process at a self-service computer kiosk? ...

Turning Trends into Customer-Centric Product

Did you ever stumble upon a piece of knowledge that served you well throughout your career? Early on in my professional journey I...

Elevating Customer Experience – Where You Should Start!

While sitting with a “customer experience” leadership team at an international airline company, we talked about how to prioritize their lengthy list of customer-centric...

How Customer Loyalty Data Translates to Customer Experience Elevation

I ran across an interesting fact sheet about customer loyalty recently provided by customer focus incorporated. The findings represented and aggregate of research...

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