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.

Tech and Innovation

If You Are Tired of Being Asked to Tip for Minimal Service – You Are Not Alone!

Tech and InnovationJoseph Michelli, Ph.D.

In case you missed it, Drew Desilver and Jordan Lippert from the Pew Research Center released results on U.S. consumers' perceptions of tipping. From my perspective, here is the central finding: 72% of U.S. adults say tipping is expected in more places today than it was five years ago...The adoption of...

CEO Advisory

Moving Feet & Opening Ears: Leading Team Member & Customer Loyalty

CEO AdvisoryJoseph Michelli, Ph.D.

MBWA - Managing by Walking Around: In 1982, management consultants Tom Peters and Robert H. Waterman wrote a breakthrough book, In Search of Excellence. Peters and Waterman advocated for a management style called MBWA (Managing By Walking Around) in that book. Anastasia Belyh, co-founder of cleverism.com, describes MBWA as: The theory is both...

CEO Advisory

Good News & Bad News: Navigating the Challenges of Employee Engagement

CEO AdvisoryJoseph Michelli, Ph.D.

More Engaged, More Quietly Quitting When it comes to global employee engagement, the opening lines of Charles Dickens, Tale of Two Cities apply: “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch...

CEO Agenda

How to Build Trust Digitally & Personally – Lessons from 17,000 Customers & Business Buyers

CEO AgendaJoseph Michelli, Ph.D.

It’s Like Christmas Most people eagerly await the release of a blockbuster movie, the start of something like baseball season, or Christmas. However, I anticipate the annual report from Salesforce Research titled The State of the Connected Customer. You are probably thinking, “Joseph, you need a life.” In the recently...

Special Reports

Rage Against Your Company – How to Manage Surging Customer Anger

Special ReportsJoseph Michelli, Ph.D.

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...

CEO Insights

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

CEO InsightsJoseph Michelli, Ph.D.

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...

Tech and Innovation

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

Tech and InnovationJoseph Michelli, Ph.D.

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...

Executive Insider

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

Executive InsiderJoseph Michelli, Ph.D.

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...

Tech and Innovation

Should You Break Up with Some of Your Customers?

Tech and InnovationJoseph Michelli, Ph.D.

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...

Success and Leadership

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

Success and LeadershipJoseph Michelli, Ph.D.

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...

1 2

Page 1 of 2