Joseph Michelli

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 in elevating service at his business. During that conversation he said something like, “Joseph I know you believe service is...

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, and working on a collaboration document involving a company for yet a third book. So put simply, I write....

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 large independent retail conference they were a central point of discussion, while working for a major metropolitan design center client...

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 selling and no one is buying.” It’s great to have friend’s as smart as Doug because they force you...

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. Unless information is put it into action their is no power in it. Lets take the knowledge that you’ve...

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 it with something like “a politician made a promise they did not keep – then I would be a rich...

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 CEO of a business that I’m consulting with about their overall level of employee engagement and after they give me...

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 that his comment was a “bit of an overstatement.” But he made the observation because of his experience. ...

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. Your employee engagement scores, customer engagement metrics, and performance measures all reflect significant cultural chaos. Which of the following approaches...

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 big box retailers. Home Depot competes aggressively head-to-head with the Lowes brand. Home Depot’s story is well-told in...

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 to execute a service-centric business strategy. I will be using the UCLA Hospital System because of my intimate knowledge...

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. I hope I communicated that whichever strategy you choose is less important than how effectively you execute it. I...

Shakespeare and Business

Hamlet…”To thine own self be true.” I sometimes wonder if leadership experts that I admire, like John Maxwell, ever make business missteps? If they do, what can I learn from them? To my surprise at an international speaking event recently, I was asked...

4 Key Business Strategies

Do you really know what strategy your business is following with regard to products, customers, service, and experience? I was impressed recently by the work of Ismail Pishori and his team at Telus of Canada. Ismail works primarily with financial companies in...

6 Keys to True Leadership

I am convinced that many leaders inspire followership through words alone but truly great leaders transform those words in action. One such example of great leadership is demonstrated by a colleague of mine – Karl Mecklenburg. Many of you know Karl as...

8 Best Ways to Get Consumers’ Attention

Stop trying to sell me your stuff when you have no concept what I need! Ok there I said it! I am convinced social media offers amazing opportunities for all of us to communicate with contacts, prospects, and customers. However, the...

Too Much of A Good Thing?

As a customer experience designer, I can’t believe I am asking this question but here goes…Can you ever enrich a customer experience too much? That question, in my world, is tantamount to asking Bill Gates if he could ever have too much money...

A Bidding War for Your Business

What is the world coming to? This is a question, I often remember my father asking. Normally, the question was followed by his sense of dismay about how some innovation was likely to ruin the way things have always been done. ...

Take It From Ritz-Carlton: Data Is Nothing Without the Personal Touches

When a man from the U.S. East Coast preparing to spend a month in San Francisco on business walked into the doors of the Ritz-Carlton Hotel, two employees welcomed him by name and told them they were excited to have him there. One handed...

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