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.
It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience
The findings of a powerful research study emerged in the Harvard Business Review late last year and it’s clear from the behavior of some...
Segment Your Service Experiences!
Customers aren’t always right and they certainly aren’t equal, but…customers are always paying the bills! I am stuck by two groups of business leaders –...
Experience Delivery = Quality Products + Service Excellence + Empathy
I am blessed to be attending the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in...
Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are
I have often suggested that a measure of a person and of a brand is what people say about you when you are not...
Blessed are the Peacemakers. They will Experience Business Success!
Leadership guru Brian Tracy has been kind enough to endorse a number of my books and I have looked to him for wisdom throughout...
Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing
As a person, who lost his wife to a six-year battle with breast cancer the month of October is bitter sweet. I am heartened...
More Freedom Considered for Virgins: Empower Through Trust
Okay, the title may be somewhat misleading, but Richard Branson has announced a policy for a small number of employees at the Virgin Group....
To Tattoo or Not to Tattoo? — Starbucks, Ink, & Customer Experience
“Cover your tattoos!” That’s the current policy at Starbucks (and for that matter many other businesses). Partners (the Starbucks term for employees – more on...
A Lesson Your Business Could Learn from the Ray Rice Video
I will leave it for others to opine about Ray Rice, his wife, and the NFL. But as a customer experience consultant there are...
How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues
In addition to their products and services, I am a fan of Zendesk because they openly share pertinent customer experience information. Unlike others who...
How to Create Experiences through Personalization, Sharing, and Social Platforms
I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to...
Renewing Commitment to Customer Experience – A Cost-Saving Approach
In many parts of the US, back to school begins weeks before the first nip of autumn can be felt in the air. It...
Walk A Mile In Their Shoes – Mapping Your Customers’ Journey
Tweet Sometimes we are too close to something – a process, an idea, a product or service – to see it with true, objective clarity...
Forging a Digital Connection of Trust and Relevance
Many business leaders have a love/hate relationship with technology. On the one hand, technological advances offer great business opportunities. On the other hand, the...
Easy Wins
Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel. It’s hard not to notice, however, how our...
My First (and possibly my last) Book Review – Hooked on Customers by Bob Thompson
As an author, it seems I am always on deadline with my own manuscripts. This leaves me little more than the opportunity to write...
Mystery, Sensuality and Intimacy – Loving your Customer and your Message
Here’s an exercise for you. Try to go one day without seeing an advertising message. Ok, how about an hour? Some subtle, others overt,...
How to Balance Service Standards with Empowerment
I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors...
True or False? Measuring Performance Leads to Better Service
If you said “Yes” – you are either amazingly astute or you had a chance to look at the recently released Q1 Zendesk Benchmark...
Beloved Brands Think Differently
Working remotely, I am sitting in a Starbucks with my laptop. (As you may have surmised, I’ve been having a substantive long-term relationship with...