Stronger Through Adversity

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth (Infographic)

In this week’s blog, I discussed the ways to help your team and organization emerge Stronger Through Adversity. 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.

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Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth

Author Karen Salmansohn suggests: The most challenging times bring us the most empowering lessons. If Karen is correct, most of us have collected a lot of “empowering lessons” since 2020. Lest we forget, in the US alone, we’ve recently faced: COVID-19 Lockdowns Toilet Paper Shortages Civil Unrest Contentious Elections Supply-Chain Disruptions Staffing Challenges The Great…

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Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)

In this week’s blog, I discussed the ways to enhance customer relationships. 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.  

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There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book’s author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered…

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It’s Not What You Value | Team Member and Customer Experience Value

I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers. The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what creates value for their business to what creates value for their customers. According to the authors,…

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Think Efficiency and Effectiveness | Team Member and Customer Experience Value

This is the third post in a series titled “Team Member and Customer Experience Value.”  Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs. This is the basis of efficiency and productivity.” In my recently released book Stronger Through Adversity,…

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It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value

This is the second post in a series titled “Team Member and Customer Experience Value.”  This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creation and exchange. Today, I’ll focus on the distinction between “price” and “value.” In a 2008…

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What’s Value Got to Do With It | Team Member and Customer Experience Value

How do you create value for team members and customers? This is the first post in a series titled “Team Member and Customer Experience Value.”  In my recently released book titled Stronger Through Adversity, I wrote that “at its core, business is simple. Success involves six components of value creation and exchange: 1. Explore value: Understand…

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Make it Simpler & Less Cluttered

According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I would argue extraordinary customer experience brands are also great simplifiers. This is the fifth and final post in a series titled “How to Deliver Memorable Experiences in…

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Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World

Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Tidio recently conducted a study of more than 1,000 online shoppers and confirmed a trend regarding the importance of delivery speed. Specifically,…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
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How to Win Every Customer, Every Time, No Excuses! Article