Joseph Michelli

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...

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...

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