Joseph Michelli

Please Ask My Opinion BUT NOT TOO MUCH

There is a fine line between disinterest and inquisition! You know what I am talking about – some brands are solely focused on themselves and...

What’s Your Signature? The Importance of Defining Brand Moments

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that...

Gratitude is a Customer Experience Differentiator

If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off...

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life...

Where Has All The Loyalty Gone?

“Where Has All The Loyalty Gone? – Long Time Passing” sung to a Peter, Paul and Mary melody A long, long time ago (20 years) in...

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?” My answer, “Because the...

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of...

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive...

Not Just Fast: Understanding a Responsive Experience

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs...

Shedding Your Implicit Bias: It’s Time for Design Thinking

Isn’t the world amazing! Despite the recent floods, nuclear tension, and political divide in the United States, I continue to be in wonder of...

United Airlines: Big Data to the Rescue of the Passenger Experience?

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk...

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also...

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

You might say I am on a “trust” kick. In last week’s blog, I highlighted a US decline in social trust (a precipitous drop of...

Winning Customer Experience – Simple Matters of Trust

Customer Experience and Trust…hmmm. Here’s three quick questions to engage your brain. 1) How would you answer the following?  “Most people can be trusted” – True...

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

I first heard about “it” in a Harvard Business article in 2016 and subsequently have been asked about “it” by clients and colleagues alike....

Customer Value – Expanding across the 12 Standard Forms of Value

Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.”  For me, the only...

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance...

Customer Experience Creation: Give ’em a Reason to Hire and Keep You

Would you eat at a restaurant where no human employees are present? Ten years ago I couldn’t have imagined I would ask such a...

Service Delivered: Timeless Change!

In the small town of my youth, Drs. John Bugelwicz and Peter Gamache did house calls. What an antiquated concept – physicians who would...

Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES

It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions...

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