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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.

Bank on it! Customers are Changing.

Meet the new banking customer! According to research conducted by Empathica Consumer Insights involving more than 15,000 American and Canadian bank users: 42% of consumers…

What you can learn from America’s Hottest Brands!

According to William Shakespeare, (speaking through Juliet Capulet) “a rose by any other name would smell as sweet” but this years’ Advertising Age list...

Is that money yours? Compelling Value!

Are you worth the extra $75? According to a Gallup poll conducted in November, it looks like individuals are planning to spend an extra...

Will your business make the cut? Are YOU expendable?

If you think you are seeing more shaggy people these days your right!  37% of Americans are going to the hairstylist or barber less...

Black for Retail But Not Bleak for Customers

Black Friday is big business (see chart below for shopper volume and its contribution to the overall percentage of holiday sales). The name...

How to REALLY say “THANK YOU!”

Many people will say “thank you” to their customers today.  Sadly, in some cases that gratitude will lack credibility.  To have your customer appreciation...

Is a sale on Thanksgiving good for your customer?

In his blog today, social commentator Cal Thomas posed the question of whether retailers were compromising the sacredness of Thanksgiving by positioning sales in...

Bringing the Magic of Harry Potter to Your Business

What can your company learn from Harry Potter (other than how to levitate objects or fly)?   According to Susan Gunelius author of  Harry...

Can TSA security pat-downs be a POSITIVE experience?

Ok, some of you read the headline and probably have the wrong impression of what I meant by a TSA “pat-down” being a “positive”...

Are you an oasis or mirage? How to gain customer trust

People say the darndest things when they are trying to sell something! The worst of which mislead, over-represent or simply excessively hype a...

Increase tension with your customer – Nudge the LOVE

I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author...

Better Service? Where to Start!

When I receive terrible service, I often think to myself “how hard would it have been to…..”  Often that sentence ends with common sense...

Customer “relationships” -The door swings both way

We often spend copious amounts of money trying to get customers to choose us.  We then have a large chunk of them decide not...

Where’s your MOBILE COUPON?

Oh my times have changed!  As an old person, I remember the brick I used to carry around that doubled as a”cellular phone.” According to...

The Starbucks Experience is Back

As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues.  With rounds of layoffs, a...

Send your customer away, it’s for the good of all!

I know this will sound crazy at first, but please bear me out.  You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s...

Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons

What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as...

What’s more important employee or customer care?

I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of...

What you don’t know will hurt! 2010 Customer Experience Results

While normal people are waiting for new episodes of “Glee”, customer experience geeks like me eagerly anticipate the annual release of the Right Now...

A coupon away from leaving you

We’ve all heard it, “customer satisfaction is not enough.”  But why not? I recently stayed at a hotel that satisfied me.  They were competent in...

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