Put Simply – Authentic Gratitude Matters!
Each year, during Thanksgiving week in the United States, I pause and reflect on the things for which I am most grateful. This tradition helps me center my thoughts about the power of appreciation in life and business. This year is no exception, and I’d like to share some reflections on the transformative benefits of…
Transforming Service into Experience: The Power of Personal Connection (Infographic)
In this week’s blog, I discussed about excelling at service and experience delivery. 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
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping
Sometimes, we are too close to something – a process, an idea, a product, or a service – to see it with accurate, objective clarity and perspective. This can be especially (and paradoxically) true when a notion leaps from our brains. We think we know what it looks, smells, and feels like as a customer…
Owning Peace of Mind – Everyone is Responsible for Customer Calm (Part 1 of 2)
Leadership guru Brian Tracy has been kind enough to endorse several of my books, and I have looked to him for wisdom throughout the years. One of my favorite quotes of Brian’s is, “Set peace of mind as your highest goal, and organize your life around it.” The older I get, the more I value…
The Art of pARTnership: Maximizing Win/Wins
I ran across this quote while researching a book that will be released in 2025 (more on that soon). The quote credited to Mother Teresa is: “I can do things you cannot; you can do things I cannot, and together, we can do great things.” Since the leaders I am writing about are exceptionally skilled…
It’s Not a Sprint – It’s a Marathon: Balancing/Strengthening/Resting for Peak Performance (Infographic)
In this week’s blog, I discussed about maximizing purposeful rest to drive sustained high performance. 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
It’s Not a Sprint – It’s a Marathon: Balancing/Strengthening/Resting for Peak Performance
I am currently under a deadline for a book about a major healthcare client (more on that soon). During my research, I ran across data showing a trend toward higher burnout rates across various fields, including a staggering 90% burnout rate for primary care providers. Given rising burnout and the adverse impact of burnout on…
Driving Customer Loyalty by Zigging When Others Zag (Infographic)
In this week’s blog, I discussed about zigging when other zag. 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
Navigating Growth and Innovation: Insights for Your Business (Infographic)
In this week’s blog, I discussed about navigating growth challenges for 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
Porter’s Five Forces and the Power of Customer Loyalty
Michael Porter’s “five forces analysis” is a strategic tool that’s been guiding business strategy for decades. When crafting my book Leading the Starbucks Way, I explored this framework through the lens of customer engagement and loyalty and will highlight my findings here. Porter’s Five Forces – A Quick Refresher For those unacquainted with Porter’s five…
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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
