About Joseph Michelli | Joseph A. Michelli, PhD, CSP, is an internationally sought-after speaker, organizational consultant, and New York Times number-one best-selling author. He is a globally recognized thought leader in customer experience design.www.josephmichelli.com.
“Let’s face it, every business is at risk of becoming a commodity, thanks in large part to the speed of information delivery, consumer empowering technologies, and media outlets that tell consumers that the economy is too fragile for them to be spending money.”
“Just as all roads lead to Rome, all strategies must lead to the delighted customer, and the fewer twists and turns along the way, the better. That’s the directive handed down by the gods of globalization and cyberspace, who’ve decreed that customers can jump from one company to another on a whim.”