Leadership Keynote

Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service (Infographics)

In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. 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 CX journey, please go to josephmichelli.com/contact.  

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How to Design Wow – An Approach to Satisfy and Delight

Let’s assume you want to build a new product or experience that will satisfy and delight your customers. How do you select which features to include and exclude? While there are many design models available, let’s look at the Kano model, developed by Dr. Noriaki Kano, a professor of quality management at the Tokyo University of…

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Playing to Win: How to Think & Act Like Zappos (Infographic)

In this week’s blog, I discussed the five elements of Zappos’ culture that warrant attention. 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 CX journey, please go to josephmichelli.com/contact.  

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One of the Most Asked Questions: How Customer Experience Leaders Really Win (Infographics)

In this week’s blog, I discussed about moving toward world-class 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 CX journey, please go to josephmichelli.com/contact.  

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Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions (Infographic)

In this week’s blog, I discussed about transitions in your business.  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 CX journey, please go to josephmichelli.com/contact.  

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The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

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Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

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How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond

If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…

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Imagine it is 2025 – How’s Your Customer Experience?

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…

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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 I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how they are listening to customers in Singapore. I am fresh off a…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article