Joseph Michelli

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...

Is Social Media Dead? Credibility through Customer Experience

Have the winds changed? Is the social media losing the fresh influence it once enjoyed? There was an Edelman study in Advertising...

How to turn customer service into profit!

Recently, I had a very candid conversation with a CEO who I’ve known for a long time but who has never shown much interest...

How words sell well!

I write everyday. At present, I am working on a book under contract, finishing revisions for a publishing agreement on my next book,...

Direct Buy, Best Buy, Where You Buy

It had been some time since I heard about them but this week they kept finding their way into my conversations. At a...

Winning at business – How to Cut the Clutter

My friend and colleague Doug Fleener once described the possible downside of Twitter as being like a “Chamber of Commerce meeting where everyone is...

Is your business making WOWful Connections with your customers?

You have probably heard the well-worn phrase that “knowledge is power.” I think that’s wrong! Knowledge is just that – knowledge. ...

How to Choose a Strategic Business Partner

On occasion, my father would begin to make a point with the phrase “if I had a dime for every time…..” and finish...

How do YOU KNOW?

As a business owner and consultant, one of my favorite phrases has been “how do you know?” For example, I might ask a...

Starbucks – Dead or Alive

Some time ago, innovation consultant to Fortune 500 companies and author Gregg Fraley blogged that “Starbucks is Dead.” He went on to acknowledge...

Transform or Control? Resolving an Important Leadership Challenge

Here is a quick “what would you do if” quiz. Assume you take over leadership of a troubled work team or organization. ...

Keys to Choosing Customer-Centric Business Tactics

A clearly defined business strategy makes tactical decision-making easier. Let’s take the case of Home Depot, one of the major US-based home improvement...

How to turn mission into vision

I have been talking a great deal about service-centricity as the foundation for customer-centricity. Let’s further that discussion to examine what it takes...

Are you service-centric?

Previously, I’ve shared 4 customer interaction strategies that businesses either consciously or inadvertently deploy. Those strategies are product-centric, service-centric, customer-centric, and customer-adaptive. ...

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