Month: June 2018

No Joke! The Role of Humor in Customer Experience

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills (Humor, Play and Laughter – Stress-proofing life with your kids). I became a student on the topic because I wanted…

Abundantly Moving Beyond Business Fear

Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a…

Howard Schultz: A Leader, A Teacher, and An Inspiration

As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience. I was on one of the many maze-like floors at Starbucks world headquarters in Seattle (formerly the Sears fulfillment center back in the…

The Heart of the Experience Professional

For an Experience Professional Practicing Otherness in a Selfish World is Essential One of the core values at our company The Michelli Experience is otherness. Our team knows that otherness is a seldom used word but we like the sound of it and moreover we like the concept behind it. For us, otherness is: the…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article