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 22 of 57
- Mar 23, 2021
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020…
- Mar 16, 2021
How to Deliver Memorable Internal and External Customer Experiences in a Pandemic and Post-Pandemic World | Let Them Buy Online
Brian Solis observed, " Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it. " Calling back to Brian Solis' quote, do you believe your business…
- Mar 9, 2021
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
Deepak Chopra once said that "All great changes are preceded by chaos." Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say…
- Mar 2, 2021
The Gifts of the Pandemic | Stronger Through Customer Experience Elevation
"My humanity is bound up in yours, for we can only be human together." Those are the words of civil rights leader Desmond Tutu. This is the final post in a series titled The Gifts of the Pandemic. If you've followed this series, you know we've been…
- Feb 23, 2021
The Gifts of the Pandemic | Stronger Through Gratitude
This is my next to the last post in my series titled The Gifts of the Pandemic. So far in this series, we’ve looked at pandemic gifts or teachable moments that include: The final installment in the series will focus on: It’s easy to remember a time…
- Feb 16, 2021
The Gifts of the Pandemic | Stronger Through Purpose
The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding adventure. Now imagine you strap into your Space Mountain ride, and it lasts more than two and 1/2…
- Feb 9, 2021
The Gifts of the Pandemic | Stronger Through Adaptivity
This is the fourth post in my series titled The Gifts of the Pandemic. One day they were making hockey masks. The next day Bauer was producing face shields for healthcare workers. One day Sonny's BBQ served guests in-restaurant. The next day they…
- Feb 2, 2021
The Gifts of the Pandemic | Stronger Through Empathy
This is the third post in my series titled, The Gifts of the Pandemic. Smash your thumb with a hammer and those around you will feel your pain. COVID-19 was the hammer, and we all watched the pain it brought to those around us. For those who missed…
- Jan 26, 2021
The Gifts of the Pandemic | Stronger Through Humility & Vulnerability
This is the second post in my new series The Gifts of the Pandemic. I am an imposter but so are you. Fortunately, thanks to COVID-19, I am less of an imposter than I was in 2019. I set-up this series by suggesting that it would be tragic not to…
- Jan 19, 2021
The Gifts of the Pandemic | Stronger Through Learning
This is the first in my new series, The Gifts of the Pandemic. I see it in the eyes of those who videoconference with me. I hear the pained tone in clients voices when they say words like "new normal." Here's a question for you, if you could, would…
- Jan 13, 2021
Three Ways to Lead with Light
Quite frankly these days I’m just trying to get through the darkness of our time. In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” For me, when it's darkest, when I am horrified…
- Jan 5, 2021
Happy New Year
Whew 2020 is over! On behalf of our team, I wish you a safe and prosperous 2021. Next week I will resume our video series Stronger Through Adversity, based on the book I released last month, but for now I’ll simply share words of hope written by…
- Dec 29, 2020
Stronger Through Adversity Spotlight on David Hudson
Thanks to all of you who purchased Stronger Through Adversity and for supporting its amazing launch last week! Nothing like marketing a book about the pandemic in the middle of Christmas week during this pandemic-altered holiday season. Throughout…
- Dec 22, 2020
Merry Christmas
Wishing you and yours a Merry Christmas. I told my family that the only “gift” I wanted this year is a safe way for us to be physically together in the days ahead. I want that gift for you as well. Until those days come, Merry Christmas from The…
- Dec 15, 2020
Stronger Through Adversity Spotlight on Chris Recinos
As I mentioned in last week's post, my book Stronger Through Adversity will launch next week - on December 22nd. It will be my Christmas gift to myself, and hopefully, it will create value for others as well. Throughout December, I'm sharing a few…
- Dec 8, 2020
Stronger Through Adversity Spotlight on Johnny Yokoyama
I don't know about you, but I will be glad to see you this year in the rear-view mirror. That said, this is also the month that my new book Stronger Through Adversity releases. I thought I would share a few excerpts throughout December from my new…
- Dec 1, 2020
Stronger Through Adversity | Bring Yourself to Work
Thank you for joining me for this series titled Stronger Through Adversity . The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. https://youtu.be/b62IlG0-P_k In Stronger…
- Nov 24, 2020
Happy Thanksgiving
I wanted to interrupt my series Stronger through Adversity to simply say Happy Thanksgiving. For those of you across the US, I suspect, if you are like me, the Thanksgiving table will be quite different this year. While I wish I could be with my…
- Nov 17, 2020
Stronger Through Adversity | Choose Words Wisely
Thank you for joining me for this series titled Stronger Through Adversity . The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. https://youtu.be/yxqAEo03uUk If you've…
- Nov 10, 2020
Stronger Through Adversity | Speak Truthfully
Thank you for joining me for this series titled Stronger Through Adversity . The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. https://youtu.be/gsKWPySeC7k In Stronger…
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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