Your Customers Are Changing Fast, Are You?
In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way, I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard Schultz’s leadership, Starbucks was positioned as a “third place” where -people came together in an environment less…
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics)
In this week’s blog, I discussed about creating unexpected and mutually beneficial partnerships. 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
Southwest Airlines’ Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
In today’s rapidly evolving, technology-driven, and human-centered business landscape, the role of customer experience (CX) has never been more critical. Thanks to sponsorship from a leading provider of customer-engagement and technology-aided business process outsourcing (BPO) solutions, iQor, I caught up with Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines—a…
Strengthening Teams Through Recognition (Inforgraphic)
In this week’s blog, I discussed about strengthening your team through recognition. 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
The Art of pARTnership: Maximizing Win/Wins (Infographic)
In this week’s blog, I discussed about ways to establish and sustain “win/win” partnerships. 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
Injecting Fun into Your Business Culture: A Lesson from Zappos (Infographic)
In this week’s blog, I discussed about the benefits of infusing fun in your workplace. 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
Injecting Fun into Your Business Culture: A Lesson from Zappos
Online retailer and Amazon subsidiary Zappos practices random acts of fun and weirdness, demonstrating that workplace play can significantly boost creativity, productivity, and employee morale. In the spirit of that fun, and based on my book about them (The Zappos Experience), I created a short animated clip on “work made fun – gets done.“ For…
Are You Glocal?: How to Balance Brand Consistency with Community Connection
Are you GLOCAL? In other words, is your brand consistently recognizable in all your markets while uniquely relevant to each market? I first encountered the terms “glocal” and “glocalization “over a decade ago while working with Howard Schultz (then CEO of Starbucks) and his leadership team. I shared some of my learnings about Starbucks’ “glocalization”…
Cultivating Passion and Purpose: The Power of Rituals in Business (Infographic)
In this week’s blog, I discussed about increasing ritual 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
Create a Zappified Customer Experience – 5 Service Steps Courtesy of Zappos (Infographic)
In this week’s blog, I discussed about deploying a customer experience template. 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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The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
