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.
What’s in a name? The Starbucks Experience
The second installment in my year end reflection brings me back to lessons learned from a Starbucks barista named Joy Wilson, as shared in...
Being a Leader and Being the Experience!
As this Christmas week commences, I will take time in gratitude to reflect on all those who have supported, influenced, and guided me. During...
Would you pay for tweets?
I put this one in the “just because you can doesn’t mean you should” department! Toyota has launched a pseudo social marketing tweet campaign “Toyota...
“Free Shipping” and Customer “Value Add”
Zappos knew it all along! Free shipping is a huge “value add” for online consumers. According to comScore Inc., in the first 35 days of...
To Cold to Peep! Lessons in Play, Quality & Adventure
You gotta love how the Peeps maker takes care of their Peeps! Bethlehem PA candymaker Just Born (whose product line includes that marshmallow, sugary delight...
Has this gone too far? “Smellerific” Gift Cards!
I am all for finding ways to make personal connections and for using sensory elements to enrich experiences, but can you apply those strategies...
The Marketing Traffic Jam 2011 and YOU
Often the first experience our customers have with our business is through marketing and advertising messages. It looks like 2011 will be a big...
A Personal McDonald’s Experience
I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in. Recently, I was very early for...
The price it/speed it experience!
I remember meeting Reed Hastings CEO and co-founder of Netflix at a party a number of years ago and we talked about the differences...
It’s Not Just the Tool, It’s the Experience!
Have you noticed the recent mad rush among retailers to make mobile shopping available in their stores? Rather than the classic line from the movie...
Doing Good WITH, Not Giving to Customers
I hate to admit this but there was a time I used to give my top clients Christmas gifts in the spirit of marketing....
Fresh Baked Customer Experiences – Lessons from Panera!
Right after my Starbucks Experience book began to gain traction in 2006, I received a call from a representative of Panera Bread. Upon visiting...
Customer Abuse? Good Triumphs Over Evil
Who needs to go to a melodrama when you have “As the Customer Service Turns!” In case you missed any of the plot twists...
Apologize, Fix, Serve & Sell!
Let me throw out some numbers: 55%, 66%, 92% —-Whew, I am glad that is out of the way! Now for context, 55% of customers chose…
Data for Starbucks – Lessons for us All!
Here’s an eye opener for you. 2 out 3 American’s are savoring a daily cup of coffee! Mintel’s study on coffee consumption isn’t only about...
Zappos is practicing R.A.K.! Are you?
I am really not sure if this trend will prove true for 2011 but I have my fingers crossed. It’s the “Rise of Generation G”...
Are you a timeshifter? Delivering Customer Control
When Cher sang, “If I could turn back time?” I wonder if she was contemplating the DVR! Ah yes, no longer are we chained to...
Customer Service ISN’T Customer Experience
As a customer experience design type, I definitely help companies deliver better service! But… Service improvements are just one component in elevating the experiences people...
Roll out the Barrel on VALUE ADD!
I fear I am getting old! I’d always viewed the Cracker Barrel as my dad’s type of restaurant chain. I saw it as the kind...
Teen Logic? Lessons in Peripheral Customer Experiences
Who would have thought it possible? Adults may be able to understand the mind of a teenager! Well maybe it’s just a sliver of understanding...