Joseph Michelli
Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
Wounded but Alive – Surviving Zappos Fun Experiences
I was at Zappos HQ today delivering an advance copy of The Zappos Experience book to Tony Hsieh and colleagues (the book will hit...
Experience in an Environment of Fear
Since 2001, I have travelled many times on September 11th. This weekend, however, my travel felt different. From my origin location Denver...
Caring for or about your customer?
It is a subtle but powerful distinction – do you care for or about your customers? I'm not suggesting that you can't do...
Why you have to earn trust!
I recently had 3 contractors give me bids on a minor home improvement project. The three bids ranged from $350 to $10,500. WOW...
Tell me a Story – Amplify and Humanize
I will make a bold assertion. To be an effective leader YOU MUST be a consummate story teller. The art of inspiring people to...
Why your staff won’t think or act!
Ok, I know the blog title is harsh but today I observed a defining moment in staff disempowerment. I was in an airport...
A Tasty Meal of Strategy – The Triumph of Service Culture
My new book The Zappos Experience is at the printer and should be in stores thanks to McGraw-Hill, as scheduled in October. During...
She held her brains in with her hands – Misperception Abounds
I was drawn in by a story that was shared on the radio by a typically reliable source. The announcer shared that recently a...
Back from Sabbatical:Product OR Experience?
It is terrific to be back from my "blogging sabbatical!" During my absence, I have been blessed with the opportunity to complete two customer experience...
Who’s in Charge? The Customer or You
I see it all too often but today the confrontation was epic! Let me set the stage in my best boxing ring announcer voice…. “In…
Zappos – Workplace Culture Not Perks
This week Zappos soared to #6 on the Fortune Best Companies to Work For 2011 list! Just one more case example of the empirically...
Lessons from the Road
I have been traveling and consulting a great deal lately and each day serves as an amazing learning lab. Here are some random...
Starbucks Trenta – Can your experience get “too big?”
I knew “Trenta” was coming but I continue to be amazed at the media storm and second guessing Starbucks receives. In case you missed...
Building the road with hope and positivity
Half full or Half Empty? A new Gallup poll suggests optimists outnumber pessimists 2 to 1 – at least when it comes to expectations...
A Day of Service
Today is a day of remembrance and a day of service… So many of Martin Luther King’s words will ring eternal! As a person dedicated…
An honest letter from YOUR customer. Do you dare read it?
I KNOW that my brain works in strange ways. But for some reason, I started thinking about what a customer would say to owners...
NO WAY – Are you REALLY listening to customers?
Call me an idiot! Given all the talk about VOC (voice of the customer) initiatives and the importance of the new media, I was completely...
How much permission do you have? Lessons from Zappos and Clorox
Something smells around here! Ah yes, it’s the distinct aroma of Clorox! I just finished the first draft of my new book The Zappos Experience...
Advertisements promise – service delivers!
While many of us became tired of the political ads last campaign season, they were good for one thing – advertising revenues! People continue to...
AT&T vs Verizon – A seriously improved customer experience?
Much will be written about the battle of the titans - AT&T vs. Verizon! Thanks, of course, to AT&T’s lost monopoly on the...