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
Amazon One Medical proves that exceptional customer experience begins by empowering the people who deliver it. In many organizations, technology is implemented to monitor productivity or automate tasks. At Amazon One Medical, however, technology is purpose-built to enable clinical providers to deliver more human care. Team members are trusted to do what’s right and supported…
Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape
In today’s rapidly shifting employment market, attracting top talent has become more challenging than ever. Organizations face fierce competition not only from industry rivals but also from evolving employee expectations. Potential candidates are no longer just seeking a paycheck; they’re looking for purpose, flexibility, and growth. Drawing on decades of experience helping companies like Zappos…
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
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
Customer loyalty is the ultimate differentiator in a competitive marketplace saturated with choices. Loyalty isn’t just about getting customers to return—it’s about turning them into advocates who willingly promote your brand. But how can businesses foster this deep, emotional connection with their customers? My experiences working with brands like Starbucks and Airbnb taught me that…
The AI Advantage in Customer Experience: Balancing Automation and Empathy (Infographic)
In this week’s blog, I discussed about how you can win by equipping your people with technology. 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 (Infographic)
In this week’s blog, I discussed about service excellence during high stress. 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
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
