16 results for author: Joseph Michelli

Technology: A Blessing and Curse to Customer Experience Delivery

I've always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… "It was the ...
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Beating the Giant: It’s as Simple as Artisanship

I suspect you’ve heard the phrase, "dollars to donuts." From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for ...
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Make the Experience Faster and More Personal

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I've never ceased to be amazed by the com...
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FACE it: You Should Improve Your Customer Experience

The title of this blog, isn’t meant to imply you are in denial about the importance of customer experience elevation. Rather, I am using FACE as an acronym for four guiding principles to consider as you craft customer-centric solutions. For me FACE stands ...
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The Impact of Demographics on Live Chat Customer Service

Businesses deciding to implement a new customer service channel must consider a variety of factors before making a choice. This report examines those considerations required for the implementation of online live chat, drawing upon data from a recent Software ...
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How Great Are You?

Ernie Andrus made his coast-to-coast run across the United States when he was only 90 and he is well on his way to doing it again at age 92! In 2013 Ernie, a World War II Navy veteran, set out to break a record for the oldest man to run across America.   ...
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Seeing through the Eyes of Your Customer

Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las Vegas, I took the liberty of modifying a popular children’s logic puzzle by inserting a Mercedes-Benz E ...
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“It’s not what you know but…”

According to the old adage that sentence stem ends with "who you know." On stage and in writing lately I have concluded that the old adage doesn’t tell the whole story. As such, I have modified it to say: “It’s not what you know OR who you ...
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Becoming Known for Service Excellence – Aligning Who You are With Who You Say You Are

I have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter ...
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Experience Delivery = Quality Products + Service Excellence + Empathy

I was blessed to attend the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore. I am a fan of this uniquely special ...
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It’s Not Just Moments-of-Truth: It’s the End-to-End Experience

The findings of a powerful research study emerged in the Harvard Business Review and it’s clear from the behavior of some companies I’ve visited recently that word has not been disseminated widely. The article was titled “The Truth About Customer ...
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Human and Automated: Customer Experience Management at its Best

According to customer support technology reviews firm Software Advice and research they conducted, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones! What was ...
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