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 25 of 57
- 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…
- Feb 19, 2020
Are Customers Getting Smarter than Business Leaders? [Infographic]
I'm a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business's ability to understand your customers and their journey with you, I…
- Feb 18, 2020
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
I'm a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts…
- Feb 12, 2020
The Art and Heart of Successful Human Experience Training [Infographic]
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement - Thank You! If you missed that post, you’ll get the gist soon - as I build on the surprisingly kind theme. The…
- Feb 11, 2020
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement - Thank You! If you missed that post, you’ll get the gist soon - as I build on the surprisingly kind theme. Quite…
- Feb 5, 2020
Surprisingly Kind [Infographic] | Starting a Movement for Customer Experience and Beyond
I learned long ago that when multiple forces in the universe point in the same direction, you should probably pay attention. So, this is what has captured my attention these days – it’s a kindness movement. We are calling the movement “ surprisingly…
- Feb 4, 2020
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
I learned long ago that when multiple forces in the universe point in the same direction, you should probably pay attention. So, this is what has captured my attention these days – it’s a kindness movement. I hope you will read on and participate to…
- Jan 29, 2020
Everything Matters When It Comes to First Impressions [Infographic]
In my first of two books about Starbucks titled The Starbucks Experience , I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by…
- Jan 28, 2020
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
In my first of two books about Starbucks titled The Starbucks Experience , I posited a customer experience principle I referred to as “everything matters.” That concept prompted an Orlando Sentinel reviewer to offer a tongue in cheek criticism by…
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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