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.
Trusting Your People [Infographic]
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend…
Trusting Your People | Superpowering Your Customer Experience
Customer experience is best defined as the perception of your customers based on all the interactions they have with your brand. Some of those perceptions extend…
Cutting-edge Service Technology Blended with a Human Service Culture
“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time…
Optimal Customer Visioning
If you read my blog with any frequency, you’ve likely seen one of my many posts on the do’s and don’ts of customer journey mapping…
The Agility of Ownership – Lessons from South African Entrepreneurs
This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs…
Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]
South Africa Part 2 of 3 – Customer Experience Lessons from Informal Townships This is the second in a three-part series on customer experience lessons…
Customer Experience Lessons from the African Bush
Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme…
Extending Kindness for Generations to Come
I am proud to call the United States my home! So on a week in which we celebrate America’s birth, I thought I would share…
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Dan Ariely, Professor of Psychology and Behavioral Economics at Duke University and author of the book Predictably Irrational is one of the premier experts on…
Drive EQ to Improve CX & ROE [It’s Alphabet Soup Time]
I have long believed that CX (customer experience) is as much about perceived emotional value as it is about logical assessments of practical value. In…
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event,…
Small-Town Lessons on Relationship and Business Reputation
Long ago in a galaxy far, far away…If I were to paraphrase the Star Wars opening, a long time ago was the 1960’s and 70’s…
Are you Letting your Products and Technology Down?
Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can…
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either…
For All Those You Serve Close the Loop
For the Love of Mike (and all the others you serve) – Close the Loop! The phrase “for the love of Mike” has a colorful…
Rolling through the Highs and Lows | Where will your Customers Land?
I am always on the lookout for extraordinary customer experiences and sadly they are proportionally akin to the story of the princess and the frog…
5 Things Not To Do in Your Journey to Customer Experience Excellence
Raise your hand if you remember the radio or television police drama Dragnet. For the rest of you here’s a link from the History Channel. I…
Your Customer Journey Map is Probably Not Enough
Once upon a time, many business leaders built their companies almost exclusively to achieve operational excellence – even if that meant customers were inconvenienced. For…
The End: Sharing Brand Stories Differently!
One week’s episode might begin with Kate and Toby dealing with the challenges of their recently born premature baby boy only to have the next…
Do not Forget to Sprinkle Emotion on Top of your Branded Storytelling
Donut Do not Forget to Sprinkle Emotion on Top of your Branded Storytelling Over the past couple of weeks, I’ve shared how brands can be…