Joseph Michelli

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,...

Revisiting Convenience – Lessons from H20

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In...

When The Customer Is Wrong – Should The Business Be Right?

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number...

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist...

Are You Up for the Human/Tech Challenge?

I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. I refer...

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense...

Is Business a Game? Customer Experience Lessons from Gaming

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only...

Customer Experience Excellence – The Science and the Craft

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for...

Customer Resolution 2017 – Perfect Experiences

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking...

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled

Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or...

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand...

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