Joseph Michelli

Would you pay for tweets?

I put this one in the “just because you can doesn’t mean you should” department! Toyota has launched a pseudo social marketing tweet campaign “Toyota Shareathon” that might just be the wave of the future. According to Lauren Indvik on Mashable, “The car manufacturer is…

“Free Shipping” and Customer “Value Add”

Zappos knew it all along! Free shipping is a huge “value add” for online consumers. According to comScore Inc., in the first 35 days of the November – December 2010 holiday season, more than $17.5 billion has been spent online, marking a 12-percent increase versus...

To Cold to Peep! Lessons in Play, Quality & Adventure

You gotta love how the Peeps maker takes care of their Peeps! Bethlehem PA candymaker Just Born (whose product line includes that marshmallow, sugary delight that will keep a 10 year old energized for hours) apparently had a great sales year BUT the sales team...

Has this gone too far? “Smellerific” Gift Cards!

I am all for finding ways to make personal connections and for using sensory elements to enrich experiences, but can you apply those strategies to gift cards? The key paragraph in a recent NY Times story read as follows: “This year, retailers’ gift cards record messages,…

The Marketing Traffic Jam 2011 and YOU

Often the first experience our customers have with our business is through marketing and advertising messages.  It looks like 2011 will be a big year for big messages… According to a Strongmail research study: Half of businesses plan to increase their marketing budgets in 2011,…

A Personal McDonald’s Experience

I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in. Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald’s.  Past encounters predicted that I...

The price it/speed it experience!

I remember meeting Reed Hastings CEO and co-founder of Netflix at a party a number of years ago and we talked about the differences in the customer experience Netflix proviced when compared to that of competitor chain video stores.  Two things stood out for...

It’s Not Just the Tool, It’s the Experience!

Have you noticed the recent mad rush among retailers to make mobile shopping available in their stores? Rather than the classic line from the movie Field of Dreams, “Build it and they will come,” consumers are already coming into stores equipped with smart phones and...

Doing Good WITH, Not Giving to Customers

I hate to admit this but there was a time I used to give my top clients Christmas gifts in the spirit of marketing.  You know the approach, send your important customers or referral sources a tin of popcorn with your business card prominently...

Fresh Baked Customer Experiences – Lessons from Panera!

Right after my Starbucks Experience book began to gain traction in 2006, I received a call from a representative of Panera Bread.   Upon visiting Panera’s corporate office in Massachusetts, I saw a leadership team poised to achieve breakthrough success. From the outset, Panera understood…

Customer Abuse? Good Triumphs Over Evil

Who needs to go to a melodrama when you have “As the Customer Service Turns!”  In case you missed any of the plot twists , let me give you the “very abridged” version and the business-oriented “moral of the story.” Meet our villain, Vitaly Borker, the...

Apologize, Fix, Serve & Sell!

Let me throw out some numbers: 55%, 66%, 92% —-Whew, I am glad that is out of the way! Now for context, 55% of customers chose a business because of a reputation for great customer service 66% said improved customer service would encourage increased spending 92%…

Data for Starbucks – Lessons for us All!

Here’s an eye opener for you. 2 out 3 American’s are savoring a daily cup of coffee! Mintel’s study on coffee consumption isn’t only about the coffee business but about market segmentation.  As such, the resarch can pack a jolt for all us. Mintel’s java…

Zappos is practicing R.A.K.! Are you?

I am really not sure if this trend will prove true for 2011 but I have my fingers crossed. It’s the “Rise of Generation G” and year of “R.A.K..” According to trendwatching.com (an international consumer trend company) 2011 will be highlighted by “Generation Generosity” (where…

Are you a timeshifter? Delivering Customer Control

When Cher sang, “If I could turn back time?”  I wonder if she was contemplating the DVR! Ah yes, no longer are we chained to the television program schedule. According to a Neilsen study almost 100 million US viewers per month watched timeshifted TV.  That...

Customer Service ISN’T Customer Experience

As a customer experience design type, I definitely help companies deliver better service!  But… Service improvements are just one component in elevating the experiences people have when they encounter your brand. Actually, my favorite definition of customer experience comes from my friend Doug Fleener of…

Roll out the Barrel on VALUE ADD!

I fear I am getting old! I’d always viewed the Cracker Barrel as my dad’s type of restaurant chain.  I saw it as the kind of place where you could get a “rib-sticken, down home” meal like meat loaf or pot roast.  It’s a restaurant...

Teen Logic? Lessons in Peripheral Customer Experiences

Who would have thought it possible?  Adults may be able to understand the mind of a teenager! Well maybe  it’s just a sliver of understanding of teenagers’ holiday shopping behavior but it’s a start. The Center for Media Research has released  a Holiday Shopping Behavior Survey...

Bank on it! Customers are Changing.

Meet the new banking customer! According to research conducted by Empathica Consumer Insights involving more than 15,000 American and Canadian bank users: 42% of consumers indicated their preferred banking channel was the Internet, followed by Branch at 33%, ATM at 23%, and Mobile and Telephone…

What you can learn from America’s Hottest Brands!

According to William Shakespeare, (speaking through Juliet Capulet) “a rose by any other name would smell as sweet” but this years’ Advertising Age list of hottest brands shows the sweetest of the sweet brand names.  Here’s an installment from THE LIST of the Brandtastic...

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