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.
Say Yes to a Dress | Developing Characters in Branded Storytelling
Southwest Airline said “Yes to a dress,” and that dress is an important character in this week’s brand story. In my last post, I talked…
It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?
[unable to retrieve full-text content]Once upon a time, drug companies couldn’t advertise. Those companies marketed to physicians, not to the end user. Now television ad…
Customer Experience Wisdom from a 96-year-old Business Legend
[unable to retrieve full-text content]Few people have actively stewarded a restaurant’s success for over 70 years. So, when such a person speaks about customer experience,…
5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience
[unable to retrieve full-text content]When a brand spends 5 million dollars to air a 30-second advertisement (not including production costs) during a major sporting event,…
Testing and Learning for Customer Experience Excellence
[unable to retrieve full-text content]On any given day I find myself playing the You know you’re old when… game. Here’s how it goes for me on…
How to drive your brand voice through your customer experience
[unable to retrieve full-text content]Recently, I’ve been working with a group of entrepreneurs to help them drive a branded customer experience at each of their…
The 3 Ps of Customer Experience Excellence
[unable to retrieve full-text content]It seems like pre-historic times. The year was 2013, and I emerged from my cave having just read a report by…
7 Tips for Managing Customer Complaints and Stress This Holiday Season
It’s crunch time for retail! The holiday season may bring out the best in humanity but holiday shopping can also bring out the worst. We’ve…
7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?
It’s the holiday season 2018, that peaceful time of the year when we focus on the most important things in life – being with family,…
Human Experience Requires Gratitude
My parents told me, I told my children, and I suspect they will tell their children two magic words. In the United States, during this…
Catching People Doing What’s Right Along the Customer Experience Journey
[unable to retrieve full-text content]Starting around 2012, I had the good fortune of working with the leadership team at Mercedes-Benz USA (MBUSA) as they sought…
The Secret Sauce to Customer Experience is a Blend of Four Ingredients
Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite…
Customer Experience Research
I’m on deadline for a new book and have been looking back at a variety of recent customer experience research studies as part of my…
Three Keys to Effective Customer Journey Mapping
This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and…
What is Persona-Based Customer Journey Mapping?
Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a…
Aiming Before You Fire – Patiently Seeking Input to Guide Service Design
Recently I wrote a blog in which I offered my definition of experience design. From my vantage point, experience design is one of the core competencies…
Your Keys to Outstanding Experience Design
Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where…
Branded Customer Experience Delivery
P or B? Unique Value, Elasticity, and Branded Customer Experience Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that…
So Many Customer Experience Lessons – So Little Time!
I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m…
From Customer Journey Map to an Optimal Customer Journey Road Map
In last week’s blog, I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to…