Joseph Michelli

Increase tension with your customer – Nudge the LOVE

I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author astutely suggested that people don’t fall in love with logo’s or brand imagery but do so through the personal dimension. In...

Better Service? Where to Start!

When I receive terrible service, I often think to myself “how hard would it have been to…..”  Often that sentence ends with common sense things like “be polite”, “take your Ipod earbuds out when I was talking,” or “learn a little about the product...

Customer “relationships” -The door swings both way

We often spend copious amounts of money trying to get customers to choose us.  We then have a large chunk of them decide not do business with us again, and  we spend more money trying to bring in new ones.  What’s wrong with that...

Where’s your MOBILE COUPON?

Oh my times have changed!  As an old person, I remember the brick I used to carry around that doubled as a”cellular phone.” According to a new study from IHL Group, eight in 10 US mobile phone users currently uses or will use mobile text coupons...

The Starbucks Experience is Back

As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues.  With rounds of layoffs, a January 29th 2009 announcement that 3oo stores were closing, a cooling economy, and increased competition for the gourmet coffee market,...

Send your customer away, it’s for the good of all!

I know this will sound crazy at first, but please bear me out.  You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests…

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 “teachable moments” or “food for thought.” Wal-mart announced that, for the Christmas season, it would be offering “free shipping” on most...

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 students at the Monfort School of Business).  I’ll pass along one of those questions as well as my answer and...

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 Harris Interactive Customer Experience report.  It’s like an early Christmas present! Now that I have had time to digest the key...

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 delivering a clean room at a reasonable price, but I have no intention to stay again.  If I received a...

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 customers to “join membership” by taking a simple action.  While we invite customers to demonstrate their brand affinity by clicking...

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 tweet crafted by Bill Pryor (@shoebuyguy) which simply reads: “It’s the people: 2 service stars at local Starbucks departed and experience/quality...

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 Cola, one of the worlds most powerful brands, not win market share from “the Golden Kola”  (a sweet fruity lemon...

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” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or...

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, at least as they relate to customer experience issues.  One can’t be too early these days…. Global product and market research...

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.  The recurrence of these events serves as a simple reminder of three key axioms: 1) While branding is essential, brands are...

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 has worked  for Burger King, Jamba Juice and others notes: “Pricing is not about one number. By determining your worth…

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 of servant leadership.  Service should not be like politics, in that service is: 1) about people not power 2) emphasize those…

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 are three tips for moving to a more solid connection with customers that will make your competition irrelevant.  The first...

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 but his advise is much needed today. Drucker’s body of work spans 39 books and as such is impossible to capture...

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