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Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

Getting Personal: It’s NOT Just for Valentine’s Day

Having the products and services your customers want and delivering them consistently is merely table stakes today. The real challenge is whether you get personal with customers! Let’s face it, we live in a service economy and are surrounded by service providers. Yet, oddly, we often feel that we are woefully underserved or worse –…

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Customer Experience Musts – Telling us what they want

Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer. Hold on now, am I saying that customers actually know what they want and are willing to tell us? MIT…

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Customer Experience – Is it Care or Speed?

Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.” Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on what…

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Why having a heart for Military Veterans matters!

As we formally honor our country’s military veterans this week, Starbucks is set to hire 10,000 veterans and active duty spouses over the next five years. A classic win-win, this strategy enables Starbucks to capitalize on the unique skills sets of these highly trained individuals while helping to reduce the high rate of unemployment often…

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Tweet-a-coffee? Mobilize the connection

In my latest book, Leading the Starbucks Way, one of the five business principles I delve into is titled “Mobilize the Connection.” The quick version of the principle is that given our highly mobile society (and our growing need to have a smartphone at the ready) brands must not only build connections in face-to-face or…

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INFOGRAPHIC – The Evolution of Starbucks Mobile Marketing Strategy

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McGraw-Hill is Happy to Announce My Book Hits Bookstores this Week – Leading The Starbucks Way

By Joseph Michelli, New York Times Bestselling Author of The Starbucks Experience “An accessible and practical guide to corporate success.” Publishers Weekly “Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience.” Kirkus Reviews The international success of Starbucks begins with a…

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The Human Experience – Lessons from the ICU bedside

My vantage point on customer service and customer experience have certainly grown in the past 5 years. Much of that growth comes in the form of empathy gained from encountering complex healthcare delivery. In the past series of days, for example, I have run the all too familiar gauntlet of being with a close family…

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How to respond to “Pinteresting” times in Customer Engagement

“May you live in interesting times,” is often referred to as the Chinese curse and it aptly applies to the challenge of creating relevant customer experiences online today. Let’s take the moving target of social media websites as our example. The disruptive nature of technology and the proliferation of online offerings have played havoc in…

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