Joseph Michelli

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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{Infographic} It’s Viral, It’s Video Storytelling – Live Visuals Rule

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It’s Viral, It’s Video Storytelling – Live Visuals Rule

For a period in human history, all we had were spoken words. Later we learned to communicate through written symbols and today it seems the most preferred communication medium is words shared through video. Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate…

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