VUCA and YOU – How to Lead in Uncertain Times
Second in a Series This four-part series addresses strategies for managing the challenges of living in and leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). If you missed the first installment (which puts VUCA in a historical context and offers strategies for managing the V in VUCA – Volatility), you can find it here. This…
Employees Aren’t Happy – Here are 5 Ways to Reverse the Trend
Gallup recently released its 2023 US Employee Engagement results. How do I say this delicately? They aren’t good. After a decade of rising employee satisfaction and emotional engagement, the last two years have shown marked declines. I think of employee engagement this way: Highly engaged team members are like owners. They demonstrate extra discretionary effort…
The “Art” of pARTnership – How to Amplify Your Success
How do you choose strategic partnerships? Put differently, How do you decide with whom to work – so you can create wins for your customers, your partners, and your business? Since partnerships can make the difference between a business’s success or failure, here are a few guideposts for sharing brand equity with a prospective “strategic…
How to Be an Iconic Service Brand – Four Things You Must Master (Infographic)
In this week’s blog, I discussed about ways to elevate service excellence. 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.
How to Create WOW – Five Ingredients for Customer Delight (Infographic)
In this week’s blog, I discussed about ways to drive delight in 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.
How to Actually Shock Customers – Give Them Authentic Attention (Infographic)
In this week’s blog, I discussed ways to ensure attentive care of those you serve. 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.
How to Actually Shock Customers – Give Them Authentic Attention
Invariably it’s happened to you. While seeking service (in-store, online, or on the phone), you encountered a distracted customer service representative. Worse yet, you’ve left the people you serve (customers, team members, vendors, friends, or family members) feeling the same. It happens when we convince ourselves that no one will know if we check a…
Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward
While writing my book Stronger Through Adversity – World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, I stumbled upon research conducted by David Hoff and W. Warner Burke, which is summarized in their book: One of many key takeaways from research on learning agility is the importance of taking time to reflect…
Being Present Means More than Presents – How to Absolutely Delight in Holiday Moments (Infographic)
In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. 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.
Being Present Means More than Presents – How to Absolutely Delight in Holiday Moments
Every year around this time, I re-read Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. I first came across the book 30 years ago when I gave speeches on how to manage holiday stress. In the book, Jo Robinson and Jean Staeheli focused on four main themes:…
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