Cut the Clutter: How to Create Customer Delight By Making Less More (Infographic)

In this week’s blog, I discussed about how to create customer delight by making less more. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to...
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Cut the Clutter: How to Create Customer Delight By Making Less More

According to Colin Powell (US Secretary of State and Chairman of the Joint Chiefs of Staff),  “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.”  I've argued that extraordinary customer experience brands...
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Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value (Infographic)

In this week’s blog, I discussed the 6 Steps for Sparking Customer Value. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your...
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Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value

Recently I typed "Business Success Books" into a Google search and got 1.6 million results. Is business success really that complicated? In one of those 1.6 million books (my latest one titled Stronger Through Adversity), I reduce business and customer experience excellence down to six components...
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Winning the Customer Experience – How to Drive Customer Loyalty and Referrals (Infographic)

In this week’s blog, I discussed about how to drive customer loyalty and referrals. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about...
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Winning the Customer Experience – How to Drive Customer Loyalty and Referrals

There are only FOUR ways to improve your customer experience. I refer to them as 3P's and a T - which stands for Products People Process Technology   Let me give you a pictorial example from my Mercedes-Benz USA (MBUSA) work. The image to the...
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Amping up Delight – How to Actually Maximize Customer Pleasure (Infographic)

In this week’s blog, I discussed about how to actually maximize customer pleasure. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your...
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Amping up Delight – How to Actually Maximize Customer Pleasure

In my last newsletter, I highlighted twelve forms of pleasure outlined by Professors Costello and Edmonds. Those dimensions are creation, exploration, discovery, difficulty, competition, danger, captivation, sensation, sympathy, fantasy, camaraderie, and subversion. Let's take a moment to focus on four of the twelve (discovery/sensation/fantasy/camaraderie) and...
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Customer Satisfaction vs Delight? Make the Choice for Business Survival (Infographic)

In this week’s blog, I discussed about my recipe for customer loyalty and referrals. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about...
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Customer Satisfaction vs Delight? Make the Choice for Business Survival

You probably don't want to read the following sentence. Up to 75% of customers who leave your business are likely satisfied or highly satisfied with your products and services. How fair is that? Fair or otherwise, customers aren't making purchase and loyalty decisions based on...
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Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience (Infographic)

In this week’s blog, I discussed about sparking delight across every customer experience. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your...
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Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience

As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative metric which...
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
Stronger Through Adversity eBook