Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
Thanks for the perspective you are providing for a complex problem that defies simple, quick solutions.
The “new day” you refer to definitely involves the pivotal role cameras have come to play in our perception and interpretation. Example beyond the Starbucks filming: In the Southwest Airlines incident where a passenger was sucked out of the plane, one passenger used his phone to record the next couple of minutes, saying later these might have been the last few minutes of his life. Reflects how we are so wedded to our cameras that everyone becomes a network broadcaster by pushing a button on their cell phones. Often an otherwise benign incident becomes toxic because we can see the action, not just read a report in tomorrow’s newspaper–the way we used to learn about newsworthy events.