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Joseph's Blog

Category Archives: Leadership Consulting

Want a Free Franchise? A Hypothetical with Real-World Implications

Tweet Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of […]

What’s Your Signature? The Importance of Defining Brand Moments

Tweet When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.” In keeping with that message, I am excited to […]

{Infographic} Gratitude is a Customer Experience Differentiator

Tweet _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli

Gratitude is a Customer Experience Differentiator

Tweet If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” Beyond Social Skills – Words […]

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Tweet _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Tweet His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the […]

{Infographic} Lead People Not Technology

Tweet   _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

Tweet While in Las Vegas last week in the immediate aftermath of one America’s most horrific mass shootings, I was overcome by a myriad of emotions. Beyond obvious and deep sorrow, I was struck by confusion over the intentions of the perpetrator and heartened by the outpouring of genuine compassion and concern of locals and […]

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Tweet Some years ago, I had the good fortune of working on an article draft with John Timmerman and Curt Coffman. John is currently Executive Director of Digital Transformation at Gallup and Curt has co-authored perennial bestselling books like First Break All the Rules and Culture Eats Strategy for Lunch. The article we worked on […]

{Infographic} Not Just Fast: Understanding a Responsive Experience

Tweet _________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli SaveSave