Leadership Keynote

Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions (Infographic)

In this week’s blog, I discussed about transitions in your business.  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.  

View Post

The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

View Post

Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…

View Post

How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond

If you happen to check-in on my blog posts regularly or read my books, you probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use…

View Post

Imagine it is 2025 – How’s Your Customer Experience?

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away. As a consultant to Fortune 500 companies, I have had the privilege of…

View Post

Cutting-edge Service Technology Blended with a Human Service Culture

“The Robots are Coming, the Robots are Coming” Cutting-edge Service Technology Blended with a Human Service Culture I have loved Singapore since the first time I visited more than a decade ago. In fact, back in 2014, I wrote the following: Guess how they are listening to customers in Singapore. I am fresh off a…

View Post

What’s Your Signature? The Importance of Defining Brand Moments

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.” In keeping with that message, I am excited to be…

View Post

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the Stereotype…

View Post

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