Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design
In today’s hyperconnected world, businesses face a paradox: while digital tools have made everything faster, customers still crave meaningful human connection. That’s where Amazon One Medical stands out. Amazon One Medical has designed a care model that reimagines the healthcare journey and serves as a blueprint for how all organizations can rethink customer relationships. The…
Why Amazon One Medical Shows Us That All Business Is Personal
Amazon One Medical stands apart in a crowded healthcare industry known for inefficiency and impersonality by providing personalized, tech-enabled service. This approach produces outstanding clinical outcomes and offers a model for any leader or organization aiming to build loyalty and generate referrals. Because Amazon One Medical attracts exceptional clinical talent and supports them with purpose-built…
Reimagining Empowerment: How Amazon One Medical Designs for Employees AND Customers (Infographic)
In this week’s blog, I discussed about ensuring your business is PERSONAL. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
The Role of Emotional Intelligence in Leadership (Infographic)
In this week’s blog, I discussed about enhancing EQ/EI in your organization. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Sustainable Growth: Balancing Expansion and Excellence (Infographic)
In this week’s blog, I discussed about the personal and business growth strategies needed to ensure your long-term success. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go…
Sustainable Growth: Balancing Expansion and Excellence
Growth is the heartbeat of any successful business, but sustainable growth—the kind that lasts—involves a delicate balance. Too often, companies chase rapid expansion at the expense of quality, customer satisfaction, or employee well-being. Sustainable growth means delivering value consistently while building a foundation that supports success. From my work with companies like The Ritz-Carlton Hotel…
The Loyalty Equation: How to Turn Transactions Into Advocacy (infographic)
In this week’s blog, I discussed about how you can more systematically increase customer loyalty. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Customer Experience Predictions for 2025: Insights from the Field (Infographic)
In this week’s blog, I discussed about my predictions for the trends that will dominate the CX landscape in 2025. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please…
Customer Experience Predictions for 2025: Insights from the Field
As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025. 1.…
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season
I’ve always liked this quote from Mathematician and Naturalist Georges-Louis Leclerc. Hold on; hold fast; hold out. Patience is genius. Leclerc’s wisdom is beneficial as we travel through the peak holiday season (roughly from Thanksgiving to Christmas). As we countdown to Christmas, here are ten tips I’ve compiled from my experiences working with companies like…
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