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…
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy (Infographic)
In this week’s blog, I discussed about achieving “customer loyalty beyond reason. 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
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy
Here’s an exercise: try going one day without seeing an advertising message. OK, how about an hour? Marketing messages are ubiquitous, appearing in unexpected places like the bottoms of golf holes. Every business talks to customers, but what makes that chatter banal or brilliant? Introduced by the global advertising network Saatchi & Saatchi in the…
Navigating Challenges: Lessons from Starbucks’ Recent Performance Miss
Starbucks Author and Consultant As someone who worked with Starbucks leadership when Howard Schultz was at the helm and since I’ve authored two books about the company (The Starbucks Experience and Leading the Starbucks Way), I look to the brand for lessons in prosperous and challenging times. This appears to be a season of challenge…
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…
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
Navigating Growth and Innovation: Insights for Your Business
In the quest for business growth and expansion, obstacles range from ensuring cultural consistency to maintaining excellence in new ventures. Here are a few actionable insights on overcoming growth challenges – at scale. They are gleaned from my work with Starbucks and excerpted from the two books I’ve written about them: Maximize image Edit image…
Are You Glocal?: How to Balance Brand Consistency with Community Connection (Infographic)
In this week’s blog, I discussed about creating a glocal customer experience. 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…
Keeping Brand Promises – Delivering Experiences that Drive Referrals
The Importance of Authentic Branding in Business Your brand is more than your trade dress or marketing slogans. It’s what your people and customer think and say about you. In that broad context, here are a few things to consider as you review your business from the perspective of branding: 1) Brands Are Promises Kept…
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