Joseph Michelli

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...

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed...

Make a Mouse: The Power of a Culture of Customer Experience Excellence

I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on...

Technology: A Blessing & A Curse to Customer Experience Delivery

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set...

Which Should Come First? The Employee or the Customer?

Ok, I admit the issue of employee versus customer primacy falls into the category of   unanswerable debates such as which came first the chicken...

Personal Brand Vetting – THEY are Listening

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say...

Don’t Invent – Innovate: The Art of Resolving Human Need

For me… Invention is the creation of something new and Innovation is creating a new solution that addresses a human need If I were so inclined, I could...

The Mohammed Ali Experience: 5 Lessons for Creating a Lasting Brand

Mohammed Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From...

To Switch or Not To Switch – 4 Ways to Stop Customer Churn

According to a recent comprehensive international study conducted by Accenture, 52% of customers reported that poor customer service caused them to switch from one brand to...

When it Comes to Service: Beware A Technology-Based Backlash

It’s been said that when you have a “hammer everything looks like nails.” Such is the case with technology! For quite some time now we’ve all watched...

How to Stop the Revolving Door for Millennials at Work

This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver,...

How are your POPS and PODS doing?

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their...

Through the Mirror of Your Customer

Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.” In my opinion, many industries...

Predictability in an Unpredictable World: Consistency and the Power of Brand

Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to...

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