Joseph Michelli

I’ve often made a distinction between service and servitude. Sadly, and all too often, customers treat service providers like they are lesser beings. At the same time, I am disheartened when service providers take little pride in developing the skills necessary to be true service professionals. It is my belief that automation will replace many…

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{Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

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{Infographic} Revisiting Convenience – Lessons from H2O

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Revisiting Convenience – Lessons from H20

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following… “…bottled water…

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{Infographic} When The Customer Is Wrong – Should The Business Be Right?

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When The Customer Is Wrong – Should The Business Be Right?

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be truly…

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{Infographic} The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

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{Infographic} All Business is Personal – Consistency with a Twist

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All Business is Personal – Consistency with a Twist

Dating back to my early work with Starbucks, (reflected in my first book about the global coffee leader titled – The Starbucks Experience), I have been asserting that ALL BUSINESS IS PERSONAL. I often note that the next customer might be your 50th routine interaction of the day but for them, the contact will likely…

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