Joseph Michelli

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...

Sharing Not Telling – Gratitude and Hope in Action

Sharing Not Telling – Gratitude and Hope in Action Skip to content ...

Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous

Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous Skip to content ...

VUCA, Coronavirus, and Tools for Human Experience Leadership

VUCA, Coronavirus, and Tools for Human Experience Leadership Skip to content ...

Listening and Leading Customer Experience in Uncertain Times

Listening and Leading Customer Experience in Uncertain Times Skip to content ...

Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience Skip to content ...

Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!

Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience! Skip to content ...

Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience

Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience Skip to content ...

Leveraging Trends to Drive Business Success through Customer Experience

Leveraging Trends to Drive Business Success through Customer Experience Skip to content ...

How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and...

How to Deliver Memorable Customer Experiences in a World Without Walls | 2020 and Beyond Skip to content ...

Prioritization – Looking Back, Letting Go, and Moving Forward

Prioritization - Looking Back, Letting Go, and Moving Forward Skip to content ...

Imagine it is 2025 – How’s Your Customer Experience?

Imagine it is 2025 - How’s Your Customer Experience? Skip to content ...

Slowing Down to Savor the Season – Unplugging to Connect!

Skip to content In the spirit of living what I share in this blog, I have lightly modified a post from years gone by… About 28 years ago, I us...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience Skip to content ...

Not All Customers are Jolly but Service Professionals SHOULD BE

Not All Customers are Jolly but Service Professionals SHOULD BE Skip to content ...

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