Thinking Ahead.
Customer experience, loyalty, and the AI era.
A new post every week — drawn from Joseph's current research and the ideas shaping his presentations.
1126 posts in the archive
Earlier writing.
Page 14 of 57
- Mar 23, 2023
VUCA and YOU - How to Lead in Uncertain Times (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with U ncertainty. 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…
- Mar 22, 2023
VUCA and YOU - How to Lead in Uncertain Times
This four-part series addresses strategies for managing the challenges of living in and leading through VUCA ( V olatility, U ncertainty, C omplexity, and A mbiguity). If you missed the first installment (which puts VUCA in a historical context and…
- Mar 16, 2023
What is VUCA & How do YOU Thrive in Volatile Times? (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with V olatilty. 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,…
- Mar 15, 2023
What is VUCA & How do YOU Thrive in Volatile Times?
In their 1985 book " Leaders -The Strategies for Taking Charge ," economists Warren Bennis and Burt Nanus coined the term VUCA ( V olatility, U ncertainty, C omplexity, and A mbiguity). In the 1990s, VUCA was used as a US War College framework to…
- Mar 9, 2023
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…
- Mar 8, 2023
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…
- Mar 2, 2023
The "Art" of pARTnership - How to Amplify Your Success (Infographic)
In this week’s blog, I discussed about forging beneficial strategic 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…
- Mar 1, 2023
The "Art" of pARTnership - How to Amplify Your Success
Put differently, 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 partner.” Join a parade – Some people will reach out to you based…
- Feb 23, 2023
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…
- Feb 22, 2023
How to Be an Iconic Service Brand - Four Things You Must Master
To help you answer that question, here are four essential elements to consider: Let's look at how these factors are addressed by the service icon Zappos - a company I've worked with and written about. As you likely know, Zappos is a premier online…
- Feb 16, 2023
How to Profit from Employee and Customer Love - Staying on the Path Less Traveled (Infographic)
In this week’s blog, I discussed about how to increase team member and customer love 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…
- Feb 15, 2023
How to Profit from Employee and Customer Love - Staying on the Path Less Traveled
If you are reading this week's post in the US, Canada, Mexico, the United Kingdom, France, or Australia, you are likely celebrating Valentine's day (for those in other parts of the world, Valentine's Day is a celebration of love). Thus, I'm…
- Feb 9, 2023
Six Essentials to Actually Achieve Lasting Success (Infographic)
In this week’s blog, I discussed about ways to enhance customer experience leadership. 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,…
- Feb 8, 2023
Six Essentials to Actually Achieve Lasting Success
I am convinced that everyone is a leader. Some people are given formal leadership titles, while others informally lead without a title. Since leadership skills are applicable in all areas of our lives (and since customer experience success requires…
- Feb 2, 2023
How to Craft a Legacy - Taking Your Impact to the Next Level (Infographic)
In this week’s blog, I discussed about realizing legacy. 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 .…
- Feb 1, 2023
How to Craft a Legacy - Taking Your Impact to the Next Level
As we move into February, most of us have set personal and professional growth goals for the remainder of the year. However, I'd like to challenge you to think about goals that transcend 2023. More specifically, I recommend you: 1) Look to the…
- Jan 26, 2023
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…
- Jan 25, 2023
How to Create WOW - Five Ingredients for Customer Delight
Do you satisfy your customers? Let's hope so because, if you don't, your customers will soon deem you incompetent and seek greener pastures. Now to the more challenging question, do you "wow" or delight your customers? Let's assume that answer is…
- Jan 19, 2023
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…
- Jan 18, 2023
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…
Joseph Michelli
Bestselling author of twelve books on Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. Top 5 Global CX Thought Leader for ten consecutive years.
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