Joseph Michelli

Customer Experiences Beset with Bows - How to Celebrate and Delight Every Time

In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers. 

Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix

In this week's podcast, Dr. Michelli explores the top 5 reasons customers complain about service and what you can do to head them off.

Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes

In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.

Do Rewards Programs Produce Loyalty

In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.

Return on Experience - The Pot of Gold at the End of the CX

This week Joseph explores a concept he refers to as ROE or Return On Experience.  He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.

Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way

This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological change to enable customer delight.
What process improvement/technology integration programs have you launched in the last six months to a year? What integrations are on your roadmap?

Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints. 
Specifically, at Mercedes-Benz, the customer experience team mapped various customer journeys.
Do you have a systematic view of your customers' actions as they move through their journey with your brand?

From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA from 22nd on the JD Power Customer Satisfaction Index to the number one position.
As a consultant who worked on the Mercedes-Benz customer experience transformation, I'll offer an inside look at the key leadership actions that pushed Mercedes-Benz to service greatness.
Have you assessed the current state and envisioned your optimal customer experience?

Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard’s legacy was intact. But that outcome wasn’t always certain. In fact, Howard had to return to the CEO position from his role as Chief Global Strategist to execute a bold transformational agenda that I chronicle in Leading the Starbucks Way. Howard and his leadership team had to also make difficult choices and invest wisely to ensure they stewarded a “lasting brand that elevates lives one cup at a time.”
What do you want your leadership legacy to be?

5 Things Service Professionals Should ALWAYS Say…

Dr. Michelli discusses five things customer service professionals should always say...