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.
1139 posts in the archive
Earlier writing.
Page 14 of 57
- May 11, 2023
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista (infographic)
In this week’s blog, I discussed about the lessons from a Starbucks Barista. 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…
- May 10, 2023
Service Recovery: How to Apologize and Build Strong Customer Relationships
The Ritz-Carlton Hotel Company is renowned for exceptional guest experiences. In my book I share my work with leaders at this iconic service brand and how those leaders ensure consistently elevated service levels. I also note that NO business ( not…
- May 3, 2023
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
In my books, The Starbucks Experience and Leading the Starbucks Way , I've shared many lessons from frontline team members ( referred to as partners at Starbucks) . While leadership approaches to customer experience are critical, I've found that…
- Apr 27, 2023
4 Key Business Strategies for Success (Infographic)
In this week’s blog, I discussed about key strategies for business success. 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…
- Apr 26, 2023
4 Key Business Strategies for Success
There are many ways to make money, but all involve choosing and executing an effective strategy. Let's look at four common business approaches: I would like to point out that the best strategy always fits your strengths and your customer needs.…
- Apr 20, 2023
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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,…
- Apr 19, 2023
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Gratitude is essential to any healthy relationship, whether it's between family members, friends, or your business and customers. While saying "thank you" is a good start, genuine gratitude requires more than words. A sincere expression of gratitude…
- Apr 13, 2023
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI (Infographic)
In this week’s blog, I discussed about how to leverage human intelligence to enhance AI. 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,…
- Apr 12, 2023
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
At least for now, Artificial Intelligence (AI) cannot replace Human Intelligence - when it comes to compassion, empathy, authenticity, or genuine concern. I asked the AI engine Bing to "demonstrate empathy." Bing's response was a rudimentary…
- Apr 6, 2023
VUCA and YOU - How to Lead in Ambiguous Times (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with A mbiguity. 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,…
- Apr 5, 2023
VUCA and YOU - How to Lead in Ambiguous Times
This ends my four-part series on managing the challenges of living in and leading through VUCA ( V olatility, U ncertainty, C omplexity, and A mbiguity). If you missed any posts in this series, they begin here . This installment focuses on the A in…
- Mar 30, 2023
VUCA and YOU - How to Thrive in Complex Times (Infographic)
In this week’s blog, I discussed about ways to emerge stronger when faced with C omplexity. 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 29, 2023
VUCA and YOU - How to Thrive in Complex Times
Third in a Series 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…
- 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…
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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