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.
“Mind reading” has long been the purview of science-fiction or metaphysics and not a salient feature of business! That was until InteraXon came along. InteraXon...
Most of us have learned the strategic value of conducting regular SWOT analyses. Looking for our business’ Strengths, Weaknesses, Opportunities, and Threats is a...
I’ve been an early adopter of Twitter. But from a business perspective, does Twitter make sense as a tool for enhancing customer experiences? Finally, we...
Here’s my 3rd and FINAL Look at Customer Experience Trends for NEXT year! Here are TWO more predictions from trendingwatching.com… PLANNED SPONTANEITY – “With lifestyles…
Here’s installment 2 of customer experience trends to consider for 2011.… According to trendwatching.com… Twin-sumerism/Socialites – “In 2011, word of mouth and recommendations will be…
Kids today…. Of course adults have been starting sentences with those two words for generations! It goes without saying that, kids today….are electronically plugged-in, socially influential,…
In his book Lovemarks, Kevin Roberts makes powerful distinctions between commodities, solid brands, fads, and beloved companies. For our purposes, I’ll simply focus...
WOW, you use the Internet and that means you may be wealthy! Actually, several surveys by the Pew Research Center’s Internet & American Life Projects...
Installment 6 of my holiday retrospective is a classic example of how businesses can create truly memorable experiences…. From my book The New Gold Standard...
The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems: Dr. Michael W....
My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company: Customers are all...