Humor Skills

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Creating Ultimate Customer Experiences Lessons
in the transformational and memorable
Joseph Michelli, Ph.D.
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Change Today
The world is too big for us. Too much is going
on, too much excitement. Try as you will, you get
behind. Its the incessant strain to keep pace.
Everything is high pressure. Human nature cant
endure much more!
Atlantic Journal June 16, 1833
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THE LESSONS
Puget Sound Seattle,Washington
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Pike Place Fish Market
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It Starts with Leadership
Johnny Yokoyama Joseph Michelli
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From Bankruptcy to World Fame
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Fish The Video
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The Conversation Continues
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Progression of Economic Value
Experiences
Stage
Services
Deliver
Goods
Make
Commodities
Extract
The Experience Economy Pine and Gilmore
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Staging
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Survey Says
7 of 10 customers say their emotions count for
most of their experience Nearly 1/2 of customers
say the majority of their experiences are
uneventful or bland 95 of senior business
leaders say that customer experience is their
next competitive battleground More than 8 of 10
leaders also said that differentiation on
physical aspects of their product or service is
no longer a sufficient business strategy
Marketing Forum Research
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Bain and Company Survey

• Of 362 firms surveyed 80 percent believed they
  delivered a "superior experience" to their
  customers. According to customer surveys only 8
  percent of those were rated as superior.

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Inward Looking Model
Companies that focus more on their business
needs at a cost to the customer. They are
inside out either because they are misguided or
they actually lack empathy
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Employee Experience in a Production Based Model
A tax office official in Finland who died at his
desk was not found by his colleagues for two
days. The man in his 60s died last Tuesday while
checking tax returns, but no-one realized he was
dead until Thursday. He said everyone at the tax
office was feeling dreadful - and procedures
would have to be reviewed.
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Customer Experience in a Production Based Model
Customer often feels like an after thought or, as
if the company feels they are stupid
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Is All Profit Created Equally?

• The Case Against Bad Profit
• Customer Loyalty
• Customer Churn

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Businesses with an Emerging Customer Centric Focus
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Full Experience Based Business

• Fully committed to the customer experience.
  Proactive and add sensory experiences and
  theatricality to customer contact.

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Making it Unique, Personal, and Memorable
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Make it Your Own
Everything Matters
Surprise and Delight
Embrace Resistance
Leave Your Mark
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Make It Your Own
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Claiming and Creating
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The 5 Ways of Being

• Be Welcoming
• Be Genuine
• Be Considerate
• Be Knowledgeable
• Be Involved

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Everything Matters
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Surprise and Delight
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Creating the Familiar

• Predictability in Product
• Predictability in Experience

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Creating the Unexpected

• Surprise In Store

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Experiences Out of Store
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Embrace Resistance
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2002 Poster Controversy
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Leave Your Mark
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From Breakdowns to Breakthroughs

• Course corrections
• Its gratitude time

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Stop By For A Cup of Joe
www.josephmichelli.com
www.starbucksexperience.net
Free The Starbucks Experience
audiotips drjosephm.podbean.com
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