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Joseph's Blog

Tag Archives: Leadership Development

{Infographic} Leading with the Good: A Must have for Customer Experience Success

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

Leading with the GOOD: A must have for customer experience success

Tweet I am convinced that if you want to offer consistently outstanding customer experiences, you will need to align your organization around a fundamental belief. Namely, that “people are intrinsically good.” Philosophical and Practical Okay, this blog may seem a bit esoteric and in the purview of philosophers, not business leaders. We all know that […]

{Infographic} Big Data to the Rescue of the Passenger 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

United Airlines: Big Data to the Rescue of the Passenger Experience?

Tweet It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February […]

Guilt or Greatness? Associations that Affect Customer Perception

Tweet When I was a kid, one of my mother’s favorite “mom-isms” was…tell me who you run around with and I will tell you what you are. Like many of my mom’s seemingly esoteric pearls of wisdom, that phrase was probably lost on me in my youth. Today, however, I understand the power of associations […]

{Infographic} High Trust = Happy Employees, Customers, Shareholders, & Leaders

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

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Tweet                                                                                           ________________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and […]

Customer Value: Expanding Across the 12 Standard Forms of Value

Tweet Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing […]

{Infographic} Service Delivered: Timeless Change

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Transforming Optimism on Transformation

Tweet The word transformation is all the rage in business today. I suspect that’s a byproduct of another trendy word disruption. Given the speed of change ignited by start-up businesses and technology companies, many established and larger companies find their lack of nimbleness to be a liability. The challenges of accelerating new behaviors across a […]