Joseph Michelli

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 ...

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever...

Deepak Chopra once said that “All great changes are preceded by chaos.” Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people…

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 horrifi...

It’s Emotional – Flip the Feeling

[embedded content] 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 shaped by w...

It’s Emotional – Listen to the Feelings Behind the Words

[embedded content] 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 well as...

It’s Emotional – Honor the Fear

[embedded content] 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 emotiona...

It’s Emotional – Focus on the Hole

[embedded content] 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 emotional j...

Break the Glass – The ABCs of Customer Experience During COVID-19

[embedded content] This is the 5th 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 serie...

Break the Glass – Listen

[embedded content] 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 cases, immobili...

New Posts

CustomerThink