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.

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...

CEO Insights

What will people say about your COVID-19 Leadership?

CEO InsightsJoseph Michelli, Ph.D.

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....

Executive Insider

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

Executive InsiderJoseph Michelli, Ph.D.

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...

CEO Advisory

How to Achieve a Legacy Unimagined in Common Hours

CEO AdvisoryJoseph Michelli, Ph.D.

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...

Executive Insider

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

Executive InsiderJoseph Michelli, Ph.D.

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...

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