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.
Gummy Worms and Customer Experience Excellence!
July 15th was National Gummy Worm day and while that might not be the type of information you would expect from this blog, it...
Do you want return calls from sales prospects? Focus on the personal!
I've long championed a simple truth "all business is personal." That's why I believe customer experience is as much about relationship building as...
Can you “Gamify” your Customer Experience? Lessons from the Highway
Have you thought about "gamifying" your customer experience? Over the past number of months, I've been spending time with senior leaders on the Starbucks Digital...
Wow Customer Experiences – Defined and Delivered
In my book, The New Gold Standard, I defined "wow" experiences as "unique, emotionally engaging interactions that go beyond expectations and are readily recounted."...
Customer Experience – Understanding Emotional Economics
While working on the new book I am writing about Starbucks, to be released in 2013, I have been digging deeply into research on...
Don’t Check Your Text! Serve ME
Former Apple & Microsoft executive Linda Stone coined the term "continuous partial attention" to describe the growing phenomena whereby we split attention between multiple...
Listen or Write the Obituary
In his outstanding blog post titled The Unexpected Demise of Great Brands, Peter Horan outlines the death or near death experiences of once mighty...
Scoreboard: Company Interests 1 – Customer Needs 0
What a week! Amid a travel filled 5 days of consulting and speeches, I had the good fortune to speak at a conference...
Taking a Bold Stand for Service Excellence – How about you?
Raise your hand if you think service and convenience stores are opposing concepts. You can put your hand down now, since this is...
Middle Child Customer Experience Syndrome
Ever since Sigmund Freud's time, psychologists like Alfred Adler have written about the role of birth order and personality. Subsequently, researchers have even...
Signs, Signs, Everywhere Signs
Recently while driving down the long peninsula that is Florida, I paid witness to a myriad of billboards, most of which featured restaurants promoting...
Screw it up and WIN!
Here's a reality check. Your business, as well as mine, is going to make mistakes – lots of them. Assuredly we are trying to...
Why Zappos will be fine despite the criminal privacy intrusion!
The 24 hour news cycle has already begun whirring. Headlines talk about "Zappos being zapped by hackers" and commentators are asking why a company...
The Power of Story – Betabrand
I was backstage with Chris Lindland CEO of Betabrand recently at a Zappos All Hands meeting and I couldn't help but conclude that...
Intention is Fine but Where’s the Service?
You are going to have to indulge me for a moment because the following service breakdown story may initially seem like I'm venting but...
Customer Experience Then and Now!
I read the strangest things! Right now, I am finishing a short book by P.T. Barnum entitled "The Art of Money Getting: Golden...
You’ve been Faced at the Bathroom Blogfest 2011
How fun is this? Another year participating in the Bathroom Blogfest! For more on this week of blogging on bathroom and customer experience related themes check out http://www.bathroomblogfest.com/ Now, faster...
Starbucks blocks electrical outlets in its cafes – What?
As you may have heard from the media, some Starbucks stores are blocking electrical outlets. Since I have been involved with the company...
Business partners and a FREE Zappos Gift
T0day, I was fortunate enough to get to speak to an audience regarding co-branding and business partnerships! To draw out core concepts, I...
What’s your favorite breakfast cereal?
I've watched Zappos twitter posters and Zappos bloggers effectively deploy questions like that one to engage their social media tribe. I was speaking at...