Consulting, Customer Experience Design and Leadership

CX Consulting 101 – Top Principles of Customer Experience Design

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Lead the charge on customer experience design.

Customer Experience Design

Customer Experience Design Consulting Customer Experience Touchpoint

How to Avoid Hidden Disasters in Customer Experience Design

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience Design

Customer Experience Design Customer Experience How To Banking

How to Avoid Hidden Disasters in Customer Experience Design

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience Design

Customer Experience Design Customer Experience How To Banking

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D.

Consulting

Consulting Self Service Customer Experience Customers

CX Consulting 101 – Using CX Research to Understand Your Current State

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting

Consulting Customer Journeys Touchpoint Policies

Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Leadership

Leadership Hospitality Consulting Consumers

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government

Government Leadership Customer Experience Chief Customer Officer

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

Brands

Brands Hotels Leadership Guest Experience

Mike Wittenstein: I am by no means an actor

Storyminers

JULY 1, 2020

Mike’s entrepreneurial skills served him well as IBM’s eVisionary for Global Services where he started three consulting practices, the last one in customer experience design. Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business.

Travel

Travel Banking Customer Experience Design Measurement

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Michelli, Ph.D.

Consulting

Consulting Touchpoint Leadership Employee Engagement

Supercharge Your Business by Letting Go

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

Consulting

Consulting Automotive Leadership Resources

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

Supercharge Your Business by Letting Go

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

Consulting

Consulting Automotive Leadership Resources

How to Lead a Rising Star {Guest Post by Mike Figliuolo}

Michelli Experience

MARCH 18, 2016

Erin is a joy to lead, but she presents you with a big leadership challenge. Mike Figliuolo is the co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results and the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Her talent means she could move on to bigger roles.

How To

How To Leadership Consulting Advertising

Leaving a Leadership Legacy {Infographic}

Michelli Experience

JANUARY 27, 2016

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Leadership

Leadership Infographics Employee Engagement Consulting

Recovering Business Trust: Listen, Admit, Apologize, Fix

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. is a professional speaker and chief experience officer at The Michelli Experience. Fertile Ground.

Leadership

Leadership Hotels Brands Consulting

5 Rules for Ensuring Behavioral Science Works for Your Business

Beyond Philosophy

JULY 29, 2021

Many grand behavioral science theories and findings exist that are impossible for you to implement in your Customer Experience design or marketing strategy. For example, you own your website design, packaging, where you put your inventory on store shelves, or what happens in the customer journey in your experience.

Customer Experience Design

Customer Experience Design Exercises Measurement Tools

Empathic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Tools Customer Experience Design

Empathetic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Tools Customer Experience Design

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position.

Customer Experience

Customer Experience Customer Satisfaction Consulting Loyalty

{Infographic} Empathetic Design

Michelli Experience

JANUARY 24, 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. The post {Infographic} Empathetic Design appeared first on Joseph Michelli.

Infographics

Infographics Consulting Customer Experience Company

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Data

Data CEM Loyalty Consulting

{Infographic} Make It Easy or Turn Out the Lights

Michelli Experience

JANUARY 17, 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.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

NOVEMBER 2, 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.

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 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.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

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.

Infographics

Infographics Consulting Customers Customer Experience

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

JUNE 22, 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. + Joseph A. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} When It Matters Most

Michelli Experience

SEPTEMBER 14, 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.

Infographics

Infographics Consulting Customer Experience Company

Customers Aren’t Always Right: Courageous Leaders Need to Be

Michelli Experience

AUGUST 10, 2016

Leadership must intervene when customers seek to: Manipulate. Leadership requires difficult choices and while it might have seemed to the restaurant manager in the situation that I observed that he was doing the right thing to not confront the customer… he was wrong. Intimidate. Persistently Swear. Personalize comments.

Leadership

Leadership Hotels Loyalty Customer Centricity

The Robots are Here and There is Fear | Infographic

Michelli Experience

FEBRUARY 14, 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.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

DECEMBER 20, 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.

Infographics

Infographics Consulting Customer Experience Company

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Michelli Experience

MARCH 7, 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. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} Empathic Design

Michelli Experience

JANUARY 24, 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. The post {Infographic} Empathic Design appeared first on Joseph Michelli. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

The Age of AI & the Customer

Michelli Experience

MAY 8, 2018

Leadership: “Making a commitment to the responsible use of AI from the start.”. But What About the Customer? For me (as a customer experience designer) the end goal of all process improvement (whether that improvement is driven by standardization, automation, or adaptivity) is to do more that will increase efficiency.

Competitive Advantage

Competitive Advantage Customers Technology Data

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 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.

Infographics

Infographics Consulting Customer Experience Company

Not Just Fast: Understanding a Responsive Experience

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues in daily consulting includes “responsiveness.” Responsiveness.

Consulting

Consulting Automotive Retail Software

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

Michelli Experience

OCTOBER 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.

Infographics

Infographics Customer Experience Consulting Customers

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Journeys

Customer Journeys Customer Experience How To Leadership

Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design.

Chief Customer Officer

Chief Customer Officer Company Call Center Leadership

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

DECEMBER 20, 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.

Infographics

Infographics Consulting Customer Experience Company

Make the Experience Faster and More Personal

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

Leadership

Leadership Course Engagement Employee Experience

Experiential Lessons for the Christmas Season: Going Beyond the Presents

Michelli Experience

DECEMBER 19, 2017

As a customer experience consultant, I’ve always known that there is more to business than products/services – there is an emotional experience that envelopes the products and services you deliver to your customer! is a professional speaker and chief experience officer at The Michelli Experience.

Consulting

Consulting Connections Customer Experience Company

United Airlines: Big Data to the Rescue of the Passenger Experience?

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

Airlines Data Travel Consulting

CX Consulting 101 – Top Principles of Customer Experience Design

How to Avoid Hidden Disasters in Customer Experience Design

Webinars

Trending Sources

How to Avoid Hidden Disasters in Customer Experience Design

Webinars

Customer Experience Speaker, Consultant, Author OR…A Robot

CX Consulting 101 – Using CX Research to Understand Your Current State

Joseph Michelli: What’s the Purpose of Your Business?

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

What’s Your Signature? The Importance of Defining Brand Moments

Mike Wittenstein: I am by no means an actor

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Supercharge Your Business by Letting Go

4 Actions to Exceed Customer Expectations

Supercharge Your Business by Letting Go

How to Lead a Rising Star {Guest Post by Mike Figliuolo}

Leaving a Leadership Legacy {Infographic}

Recovering Business Trust: Listen, Admit, Apologize, Fix

5 Rules for Ensuring Behavioral Science Works for Your Business

Empathic Design – As Close to the Holy Grail as You Can Get

Empathetic Design – As Close to the Holy Grail as You Can Get

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

{Infographic} Empathetic Design

4 Ways to Gain Customers’ Trust in Data Security

{Infographic} Make It Easy or Turn Out the Lights

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

{Infographic} Complexly Simple | Success Can Breed Mediocracy

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Abundantly Moving Beyond Business Fear {Infographic}

{Infographic} When It Matters Most

Customers Aren’t Always Right: Courageous Leaders Need to Be

The Robots are Here and There is Fear | Infographic

{Infographic} Going Beyond the Presents for the Christmas Season

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

{Infographic} Empathic Design

The Age of AI & the Customer

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Not Just Fast: Understanding a Responsive Experience

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

How to Become a Leader in Customer Experience | Driven to Delight

Imagine if Every Company had a Chief Customer Officer

{Infographic} Going Beyond the Presents for the Christmas Season

Make the Experience Faster and More Personal

Experiential Lessons for the Christmas Season: Going Beyond the Presents

United Airlines: Big Data to the Rescue of the Passenger Experience?

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