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”…
How to Finish the Year Refreshed & Engaged – Reflecting and Revitalizing
As you prepare for Christmas, I have lightly modified a post from years ago. About 32 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it,…
Integrating AI & Human Service Across the Customer Journey – How to Win Repeat Business (Infographic)
In this week’s blog, I discussed about how to balance AI and human service delivery. 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
A Guide to Memorable Customer Experiences: Forget Heroism – Focus on Thoughtful Collaboration (Infographic)
In this week’s blog, I discussed about how you can drive memorable experiences. 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
Unleashing the Power of Customer-Centric Innovation
Leaders often resort to dramatic cost-cutting measures during economic downturns and high inflation. However, to achieve organic growth and sustainable profitability, a contrarian approach often pays dividends – especially in the context of customer-centric innovation. As we navigate continued economic uncertainties, let’s look at ways to address customer needs creatively. Understanding Innovation: Key Observations Two…
The Power of Metrics: Knowing Beyond Subjectivity
“How do you know?” – a question I often ask as a consultant that carries immense value for business leaders. Quantifiable metrics are critical to continuous improvement, especially when it comes to understanding employee engagement levels or assessing customer loyalty. Imagine being asked to grade the quality of experiences you deliver to your core customer…
Why You Must Overcome Continuous Partial Attention & How to Do It!
Former Apple & Microsoft executive Linda Stone coined the term “continuous partial attention” to describe repeatedly splitting attention between multiple sources. Most of us think of this as multi-tasking. In the context of serving customers, “continuous partial attention” is a growing challenge for service professionals – mainly thanks to electronic devices. You’ve likely received subpar service…
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management (Infographic)
In this week’s blog, I discussed about de-escalating conflict and driving emotional intelligence. 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.
Employees Aren’t Happy – Here are 5 Ways to Reverse the Trend (Infographic)
In this week’s blog, I discussed about driving employee engagement. 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.
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth (Infographic)
In this week’s blog, I discussed the ways to help your team and organization emerge Stronger Through Adversity. 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
