Joseph Michelli

Make Customer Breakdowns into Breakthroughs – How to Embrace Service Shortcomings

Let’s assume you are using a customer relationship management (CRM) system. Other than demographic data and notes gathered as the customer moves through the sales funnel, what information are you capturing from sale to repurchase? Hopefully, you are re...

How to Crush Signature Moments – The Art of Subtly Delighting Customers

Can you keep a secret? Ok, here goes. Not all moments in a customer journey are created equal. All right, maybe that’s not a secret, but many business leaders haven’t thought about the moments that matter most to their customers. Worse yet, they haven...

Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience

I design experiences. It’s a wonderful gig – especially given the remarkable brands that entrust me to help them engage their team members and customers. It’s also an amazing time to be a designer since tools like augmented, virtual, and mixed reality ...

Stick the Landing – How to Use the Peak End Theory to Amaze Customers

In gymnastics, it’s referred to as “sticking the landing.” I’ll call it “creating memorable endings.” In the prior two installments of this three part-series on Moment’s-that-Matter (MTMs), I’ve focused on beginnings and transitions. This newsletter sp...

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way

This is the final post in the series, “How to Drive Delight the Mercedes-Benz Way.”  In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transforme...

Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way

This is the fourth in the five-part series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders trans...

Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

This is the second in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders trans...

From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” I...

Reach for Common Ground | How to Deliver World-Class Customer Experiences – Leading the...

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers,...

Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks...

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-post series, “How to Deliver World-Class Customer Experiences – Lea...

Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book tit...

Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb...

This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for...

Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons f...

Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way

This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for...

Create Belonging | Customer Experience Excellence – The Airbnb Way

This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement....

What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”  Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev...

Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience

This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement a...

What’s Science Got to Do with It? | Customer Experience IS Team Member Experience

This is the first post in a series titled “Customer Experience IS Team Member Experience.” As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes t...

How to Learn and Lead with Agility | Mindset & Agility — The Rocket...

In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck’s findings, let’s dive into the first of three posts that...

Why Customer Experience Equals Open Mindset | Mindset & Agility – The Rocket Fuel for Customer...

This is the fourth post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. To date in the series, I have gently borrowed concepts from Roger von Oech’s classic book A Whack on the Side o...

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