Joseph Michelli

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...

Once Upon a Time People Assisted One Another…

It seems like every week I read something like: “UiPath, a robotic process automation (RPA) startup that’s setting out to help companies automate repetitive tasks,...

Transforming Optimism on Transformation

The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change...

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge...

Out With The Old, In With The New And Not So New: 3 Trends...

Are you ready for conversational commerce, digital gifting, and secondhand markets? Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to...

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Recently,...

A Contrarian View on the United Airlines Customer Nightmare (We all have a role...

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an...

Getting More Referrals = Letting People Your Customers Care About Know About Brands That...

In last week’s blog, I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the...

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How...

Back with an Apology: Rare Rewards of Service Professionalism

I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the...

McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Having consulted with and written two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way), I seldom compare Starbucks with McDonald’s. Typically,...

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