Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. is a professional speaker and chief experience officer at The Michelli Experience.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

NOVEMBER 8, 2017

In fact, I work with consulting clients to look at the authenticity and impact of word choices across all aspects of their sales or service delivery. is a professional speaker and chief experience officer at The Michelli Experience. The post Gratitude is a Customer Experience Differentiator appeared first on Joseph Michelli.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Michelli Experience

FEBRUARY 27, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Employee Engagement 100

Employee Engagement Engagement Culture Employee Experience 100

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. Let''s start with customers."

Customer Experience 80

Customer Experience Training Roadmap Tools 80

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

NOVEMBER 9, 2016

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Infographics 203

Infographics Consulting Employee Engagement Customer Experience Design 203

Michelli Experience

FEBRUARY 10, 2016

As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 100

Airlines Travel How To Customer Experience Design 100

Michelli Experience

JANUARY 12, 2016

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son.

Travel 100

Travel Airlines Hospitality Consulting 100

Michelli Experience

JULY 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Michelli Experience

AUGUST 31, 2016

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.

Technology 189

Technology Travel Innovation Study 189

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.

Brands 185

Brands Social Media Financial Analysis 185

Michelli Experience

DECEMBER 23, 2015

Define Your Desired Experience – I’m continually surprised by how few organizations actually have a defined optimal customer experience. I spend considerable time as a consultant helping leaders articulate the experience they want customers to have at key touch points throughout the customer journey.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Michelli Experience

MARCH 18, 2016

Before founding his own company, he was an assistant professor at Duke University, a consultant at McKinsey & Co., An Honor Graduate from West Point, he served in the U.S. Army as a combat arms officer. and an executive at Capital One and Scotts Miracle-Gro. He regularly writes about leadership on the thought LEADERS Blog.

How To 100

How To Leadership Consulting Advertising 100

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Video Social Media Customer Experience Design 100

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. A CX Consulting. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

MAY 17, 2016

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Infographics 113

Infographics Engagement How To Employee Engagement 113

Michelli Experience

JUNE 22, 2016

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Infographics 113

Infographics Innovation Consulting Employee Engagement 113

Michelli Experience

AUGUST 30, 2016

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Infographics 113

Infographics Technology Consulting Employee Engagement 113

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience).

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

MARCH 23, 2016

So think about the world today and the chaos which envelops you and your customers. Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

FEBRUARY 16, 2016

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Infographics 100

Infographics Employee Engagement Consulting Customer Experience Design 100

Michelli Experience

JUNE 15, 2016

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter.

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

MAY 11, 2016

It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.”.

Social Media 100

Social Media Feedback Technology Engagement 100

Michelli Experience

MARCH 22, 2016

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Infographics 100

Infographics Employee Engagement Consulting Customer Experience Design 100

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system.

Policies 100

Policies Customer Service Engagement Training 100

Michelli Experience

DECEMBER 30, 2015

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001.

Social Media 100

Social Media Government System Consumers 100