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.
There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success
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…
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…
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…
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…
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…
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…
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
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…
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…
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
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…
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
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…
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…
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…
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…
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…
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…
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…
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…
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 ...