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.
1127 posts in the archive
Earlier writing.
Page 24 of 57
- Jun 23, 2020
It's Emotional - Finding Comfort in Uncertainty
This is the 6th and final installment in the series, "It's Emotional – Creating an Unprecedented Team and Customer Experience." This series of short presentations offer tools to help you manage your emotions and to support the emotional journey of…
- Jun 16, 2020
It's Emotional - Now is the Time to Design
https://youtu.be/a3SKFh4M0n8 Let's face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight. If, before COVID -19, you sold flowers in a traditional retail store,…
- Jun 9, 2020
It’s Emotional – Flip the Feeling
https://youtu.be/hu92WRNsMS8 This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is…
- May 27, 2020
It’s Emotional - Listen to the Feelings Behind the Words
https://youtu.be/LGJ98lyNIyw Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as…
- May 19, 2020
It's Emotional - Honor the Fear
https://youtu.be/KBf3rpIRu3M This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the…
- May 12, 2020
It's Emotional - Focus on the Hole
https://youtu.be/NlAr2Y-FSdE This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic . This series is designed to offer tools to manage your emotions as well as support the…
- May 5, 2020
Break the Glass - The ABCs of Customer Experience During COVID-19
th https://youtu.be/e4Hb9fTlkxw This is the 5 and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new…
- Apr 28, 2020
Break the Glass – Be Surprisingly Kind
th th th https://youtu.be/YhHhekdfY3E This is the 4 installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being…
- Apr 21, 2020
Break the Glass - Set Expectations
https://youtu.be/M0vKTdSxey0 Thanks for joining me for the third installment in my series titled Break the Glass, where we're looking at ways to take constructive action in these unprecedented times. This week we'll explore the importance of setting…
- Apr 14, 2020
Break the Glass – Anticipate
st https://youtu.be/e9yswij8LXc This is the second in my series entitled Break the Glass . If you missed the first installment, at the end of this post, I will tell you how to locate it. Last week we talked about the first of four categories of…
- Apr 7, 2020
Break the Glass – Listen
https://youtu.be/kjDvP9aw7U0 If you’re like me, these unusual days are starting to run together. As this health and economic crisis widens and endures, many of the business leaders reaching out to me are becoming increasingly anxious and, in some…
- Mar 31, 2020
Sharing Not Telling – Gratitude and Hope in Action
https://youtu.be/p1m7DRyvMus I started posting a weekly blog and podcast back in 2005 as I was writing my book, The Starbucks Experience . Since then, I’ve seldom missed a weekly post, which means I’ve produced roughly 780 podcasts and blogs…
- Mar 24, 2020
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
https://youtu.be/HHTx1mRktoM As I start this blog, let’s take a collective breath. No really let’s pull the air in through our diaphragm, fill-up the lower lobes of our lungs, and continue that process into the upper lobes. Now let’s be thankful…
- Mar 17, 2020
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
https://youtu.be/RR6YtCx4XMY When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has…
- Mar 11, 2020
VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]
For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty,…
- Mar 10, 2020
VUCA, Coronavirus, and Tools for Human Experience Leadership
For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge , the first use of the acronym occurred a…
- Mar 4, 2020
Listening and Leading Customer Experience in Uncertain Times [Infographic]
I'm in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients,…
- Mar 3, 2020
Listening and Leading Customer Experience in Uncertain Times
I'm in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients,…
- Feb 26, 2020
The Changing World of Customer Experience [Infographic]
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book…
- Feb 25, 2020
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book…
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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