Joseph Michelli

Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks...

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-post series, “How to Deliver World-Class Customer Experiences – Lea...

Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book tit...

Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb...

This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for...

Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons f...

Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way

This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for...

Create Belonging | Customer Experience Excellence – The Airbnb Way

This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement....

What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”  Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev...

Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience

This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement a...

What’s Science Got to Do with It? | Customer Experience IS Team Member Experience

This is the first post in a series titled “Customer Experience IS Team Member Experience.” As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes t...

How to Learn and Lead with Agility | Mindset & Agility — The Rocket...

In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck’s findings, let’s dive into the first of three posts that...

Why Customer Experience Equals Open Mindset | Mindset & Agility – The Rocket Fuel for Customer...

This is the fourth post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. To date in the series, I have gently borrowed concepts from Roger von Oech’s classic book A Whack on the Side o...

There’s More than One Way | Mindset & Agility – The Rocket Fuel for...

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book’s author, Roger von Oech (who received his Ph.D.…

World-Class CX Leaders | Zameer Kassam Fine Jewelry

Recently, I have been asked to highlight companies that demonstrate breakthrough customer experience (CX) innovation. So, before I launch into another series of posts, I’ll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. I won’...

Deliver 5 Levels of Value | Team Member and Customer Experience Value

Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more ...

Find the Value in the Data | Team Member and Customer Experience Value

Zeuss Karravala, a principal analyst at ZK Research, shared results from a recent study his company conducted which showed “two-thirds of millennials admitted to changing loyalties to a brand because of a single bad experience.” Zeuss also no...

It’s Not What You Value | Team Member and Customer Experience Value

I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers. The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what creates...

Think Efficiency and Effectiveness | Team Member and Customer Experience Value

This is the third post in a series titled “Team Member and Customer Experience Value.”  Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable t...

It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience...

This is the second post in a series titled “Team Member and Customer Experience Value.”  This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creati...

What’s Value Got to Do With It | Team Member and Customer Experience Value

How do you create value for team members and customers? This is the first post in a series titled “Team Member and Customer Experience Value.”  In my recently released book titled Stronger Through Adversity, I wrote that “at its core, busines...

Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and...

Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Tidio recently conducted a study of more ...

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