Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience.

Joseph Michelli, Ph.D., is an opinion columnist and Executive Council member at the CEOWORLD magazine. You can follow him on LinkedIn, for more information, visit the author’s website CLICK HERE.

Special Reports

Rage Against Your Company – How to Manage Surging Customer Anger

Joseph Michelli, Ph.D.Special Reports

Raging Customers: Recently, the 2022 National Customer Rage Study released its results, and they are concerning. Manuela López Restrepo of NPR summarizes the findings by noting: Customer service and hospitality at large have declined in the eyes of many Americans. 74% of Americans say they've had product or service problems...

World Executive Forum

Taming the Impact of Inflation – How to Drive Customer Experience Efficiency

Joseph Michelli, Ph.D.World Executive Forum

Recently, the research and consulting firm Gartner asked hundreds of Customer Support and Service (CSS) leaders to share the strategies they are pursuing to navigate global economic headwinds like inflation, rising interest rates, tight labor markets, and disrupted supply chains. Let’s see how your approach aligns with the Top 5...

Executive Roundtable

Digitally Aided and Human Powered – How to Engage Customers in a Digital World

Joseph Michelli, Ph.D.Executive Roundtable

I’d like to change the words of Peter Seeger's folk ballad from “Where have all the flowers gone?” to “Where have all the service professionals gone?” (If you’d like a musical backing track to accompany this article, here’s a link to Peter, Paul, and Mary’s version of the song.) https://www.youtube.com/watch?v=ZgXNVA9ngx8 It seems I’m not...

C-Suite Insider

How to Profit from Genuine Customer Input – What to Never Say & Always Ask

Joseph Michelli, Ph.D.C-Suite Insider

Surveyed To Death: Years ago, NPR did a satirical survey about surveys. They introduced their survey this way: Thanks for reading this article on the outrageous proliferation of surveys in contemporary America. You know what we’re talking about: When you buy a computer, the retailer sends you a survey; so...

Executive Roundtable

Should You Break Up with Some of Your Customers?

Joseph Michelli, Ph.D.Executive Roundtable

A recent study by Gartner provided an eye-catching headline: “By 2025, 75% of companies will ‘break-up’ with poor-fit customers as the cost of retaining them eclipses good-fit customer acquisition costs.” Writing about their findings in a research paper titled Top Predictions for Customer Service Leaders in 2022 and Beyond, Gartner...

Global CEO Forum

The Net Promoter Score (NPS) – Let’s Agree It’s Not Actually About the Score

Joseph Michelli, Ph.D.Global CEO Forum

A Need to Measure: How does a business know if its customers are likely to repurchase or send their friends? The answer usually involves the Net Promoter Score™ or NPS. As you likely know, the NPS was created by Fred Reichheld as part of his work with the consulting group...

World Executive Forum

What will people say about your COVID-19 Leadership?

Joseph Michelli, Ph.D.World Executive Forum

Philosopher and psychologist William James once noted, "The great use of life is to spend it for something that will outlast it." In addition to death, suffering, and financial losses resulting from the pandemic, COVID-19 has been a time where leaders can and will have a lasting and memorable impact....

C-Suite Insider

Imagine it is 2025 – How’s Your Customer Experience?

Joseph Michelli, Ph.D.C-Suite Insider

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever away. As a consultant to Fortune 500 companies, I have...

Boardroom Advisory

How to Achieve a Legacy Unimagined in Common Hours

Joseph Michelli, Ph.D.Boardroom Advisory

Whenever I consider offering customer experience consulting services to a prospective business client, I interview senior leadership and ask a lot of questions. I want to understand their motivation and what they hope to gain from the partnership. Early in my career, I was so excited to be considered for work that I didn’t understand the importance...

C-Suite Insider

Launch Your Own Hyper-growth: 3 Essential Pillars of AirBnB’s Success

Joseph Michelli, Ph.D.C-Suite Insider

How do you make your business boom? Craft a welcome and differentiated brand experience by following the lead of AIrBnB. In 10 short years, the home-share juggernaut has completely disrupted the hospitality industry — listing more than 5 million properties worldwide, processing over 400 million guest arrivals, and earning at...

1 2

Page 2 of 2

CEOWORLD magazine