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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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Join the Convenience Revolution – How to be Easier to do Business With

When I started working with and writing books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) in the early 2000s, Starbucks’ leaders sought to create the “third place.” Conceptually, the “third place” was a gathering location between work and home. When meeting at work was too formal and meeting at home was too…

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How to Crush Signature Moments – The Art of Subtly Delighting Customers (Infographic)

In this week’s blog, I discussed about the ideas for creating your “Signature Moment”. 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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Do You Want People to Repurchase? Become a Confidence Building Business (Infographic)

In this week’s blog, I discussed the ten ways to keep employees. 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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Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value

Recently I typed “Business Success Books” into a Google search and got 1.6 million results. Is business success really that complicated? In one of those 1.6 million books (my latest one titled Stronger Through Adversity), I reduce business and customer experience excellence down to six components of value creation and exchange. Here’s my take: 1. Explore value: Before…

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about…

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Not Hand Size! Heart Size! The Art of Engagement and Loyalty

Who is #2 (behind Google) on Fortune magazine’ “Best Companies to Work for” list?

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How to Create a Successful Customer Loyalty Program

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them (The Starbucks Experience and later Leading the Starbucks Way), friends and colleagues are quick to contact me whenever Starbucks makes the news.  That goes for both good and bad news! Recently Starbucks announced a change in…

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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