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.
Measuring up to the Online Experience
Put a bow on it! The online 2010 Christmas sales numbers are in and what a sales season it was! MediaPost Communications reports findings from…
Mind reading your customer
“Mind reading” has long been the purview of science-fiction or metaphysics and not a salient feature of business! That was until InteraXon came along. InteraXon...
Selling what’s good for them
Will you turn over a new “leaf”? Increase your “focus?” Or catch a “volt” of inspiration? Of course I am talking about the new line-up...
Why make it so complicated?
I was recently engaged in a deeply philosophical conversation with my college-aged son. Since he has a strong interest in business and I make...
What to learn from Starbucks’ new logo
Wow what a logo! As the author of The Stabucks Experience I have had many people ask about the NEW STARBUCKS LOGO! The principle questions…
Listen – All Business is Personal
In most of my books (including two to be released later this year about Zappos and UCLA) I find myself touching on a theme...
It’s Time for Truth – Measure It/Reward It
It goes without saying (but I will say it anyway) what gets measured gets attention! What gets measured and rewarded gets done! I state this...
Sweet Fun Experiences Sell!
Don’t skip the “fun” and “sweets” if you want to appeal to the kid in all of us. Can you guess the brand that has...
Mama don’t take my “kodachrome-like” experience away!
Most of us have learned the strategic value of conducting regular SWOT analyses. Looking for our business’ Strengths, Weaknesses, Opportunities, and Threats is a...
The Tweet Experience – Twitter and Your Customers
I’ve been an early adopter of Twitter. But from a business perspective, does Twitter make sense as a tool for enhancing customer experiences? Finally, we...
More Experience Trends as 2010 Ends
Here’s my 3rd and FINAL Look at Customer Experience Trends for NEXT year! Here are TWO more predictions from trendingwatching.com… PLANNED SPONTANEITY – “With lifestyles…
Twinsumerism & Your Customer Experience – Trends 2011
Here’s installment 2 of customer experience trends to consider for 2011.… According to trendwatching.com… Twin-sumerism/Socialites – “In 2011, word of mouth and recommendations will be…
Crystal Ball 2011 – Experience Trends
Is 2010 really almost over? Tis the time to contemplate a new year of opportunities… From a customer experience perspective what will be hot in…
Kids today
Kids today…. Of course adults have been starting sentences with those two words for generations! It goes without saying that, kids today….are electronically plugged-in, socially influential,…
Are you beloved or just a fad?
In his book Lovemarks, Kevin Roberts makes powerful distinctions between commodities, solid brands, fads, and beloved companies. For our purposes, I’ll simply focus...
Experiences across the digital divide
WOW, you use the Internet and that means you may be wealthy! Actually, several surveys by the Pew Research Center’s Internet & American Life Projects...
Doing Good and Doing Well
Installment 6 of my holiday retrospective is a classic example of how businesses can create truly memorable experiences…. From my book The New Gold Standard...
Make it Their Own – Experiences that Connect
Installment 5 of this holiday retrospective, takes me back to my book The Starbucks Experience and the importance of not “doing the experience to...
Service the Way it Ought to Be!
The fourth installment of my reflective blogs comes from an upcoming book about revolutionary changes in patient experience at UCLA Health Systems: Dr. Michael W....
5 Steps to Extraordinary Service Recovery
My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company: Customers are all...