Joseph Michelli
Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
Not Hand Size – Heart Size: The Art of Engagement and Loyalty
While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated...
How to Create a Successful Customer Loyalty Program
Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later...
You Can’t Microwave Customer Experience Excellence
If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of...
Service Professionalism – Neither Scripts Nor These 5 Gems
Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job...
Soliciting and Using Customer Feedback: Learning Without Annoying
Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care...
Trembling: Being Accountable to the Customer
There’s accountability and there’s ACCOUNTABILITY. Try this one on for size… Would you be willing to be held to a standard (which I refer to...
Leaving a Leadership Legacy
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my...
The SDI’s of Millennials
In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the...
Memorable WOW Experience Held Together by Coffee Stir Sticks
It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their...
Renewed Year Customer Experience Focus
A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “THIS IS THE YEAR OF...
So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in...
Understanding the Customer Journey
I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We...
Keys to Customer Experience Excellence | Driven to Delight
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified,…
How to Become a Leader in Customer Experience | Driven to Delight
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business...
Common Knowledge is Not So Common
I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the...
Listening to the Unstated Need
Customer service is about transactions that fulfill a stated consumer need! Customer experience delivery, however, is more than fulfilling a transactional need. Loyalty-building experiences...
Seeing through the Eyes of Your Customer
Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las...
Would you have your wedding at Starbucks? Becoming a Beloved Brand
So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While...
Human and Automated: Customer Experience Management at Its Best
According to customer support technology reviews firm Software Advice and research they conducted, manually trying to manage customer relationships and consumer complaints through email...
Holiday Relationships – Focusing on More than the Sale
We are in the throes of the frenzied shopping season, so it seems timely that we remind ourselves of several truths about why we...