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 23 of 57
- 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…
- Nov 3, 2020
Stronger Through Adversity | Seek Carefully
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/rdev_Je045g John Gerzema,…
- Oct 27, 2020
Stronger Through Adversity | Formally Listen Beyond the Words
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/jHDbOC6uHpU In my last…
- Oct 20, 2020
Stronger Through Adversity | Informally Listen Beyond the Words
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/o7bw11QWWLY In Stronger…
- Oct 13, 2020
Stronger Through Adversity | Set Safety Supreme
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/z_VuhAGzG2w In Stronger…
- Oct 6, 2020
Stronger Through Adversity | Practice Employee Obsession
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/SlxwhaDa3X4 In Stronger…
- Sep 29, 2020
Stronger Through Adversity | Leave the Island
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/FbW3ochvnZg I wrote the…
- Sep 22, 2020
Stronger Through Adversity | Follow the Terrain
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/_JFnRsa1EFA During my…
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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