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.
Keys to Choosing Customer-Centric Business Tactics
A clearly defined business strategy makes tactical decision-making easier. Let’s take the case of Home Depot, one of the major US-based home improvement...
How to turn mission into vision
I have been talking a great deal about service-centricity as the foundation for customer-centricity. Let’s further that discussion to examine what it takes...
Are you service-centric?
Previously, I’ve shared 4 customer interaction strategies that businesses either consciously or inadvertently deploy. Those strategies are product-centric, service-centric, customer-centric, and customer-adaptive. ...
Shakespeare and Business
Hamlet…”To thine own self be true.” I sometimes wonder if leadership experts that I admire, like John Maxwell, ever make business missteps? If they...
4 Key Business Strategies
Do you really know what strategy your business is following with regard to products, customers, service, and experience? I was impressed recently by...
Too Much of A Good Thing?
As a customer experience designer, I can’t believe I am asking this question but here goes…Can you ever enrich a customer experience too much?...
8 Best Ways to Get Consumers’ Attention
Stop trying to sell me your stuff when you have no concept what I need! Ok there I said it! I am...
6 Keys to True Leadership
I am convinced that many leaders inspire followership through words alone but truly great leaders transform those words in action. One such example...
A Bidding War for Your Business
What is the world coming to? This is a question, I often remember my father asking. Normally, the question was followed by...
Take It From Ritz-Carlton: Data Is Nothing Without the Personal Touches
When a man from the U.S. East Coast preparing to spend a month in San Francisco on business walked into the doors of the...