Joseph Michelli

Asking for Complaints? Yes, No, Maybe?

Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

Doing Right - pays!

Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

How to Choose a Customer Loyalty Metric (CSAT, NPS, CES)

Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.

The Easy Way to Customer Service Excellence

Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.

How to Deliver Service Plus Chocolate!

Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.

Walk Before You Run, But Run for Service

Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.

5 Categories of Customer Preferences You Should Know

In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.

How to build brand equity

Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.

Customer Connections by the Facts Not by Total Nonsense

Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.

How to move customers up the loyalty ladder

Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."