As we move into February, most of us have set personal and professional growth goals for the remainder of the year. However, I’d like to challenge you to think about goals that transcend 2023. More specifically, I recommend you: 1) Look to the horizon line of your career and think about the lasting influence you want to have on the people around you (at work and home). What do you want your legacy to be? By contemplating your legacy, you’ll practice one of the seven habits outlined in Stephen Covey’s classic book, 7 Habits of Highly Effective People. That habit is: “Begin With the End In Mind ..read more

In this week’s blog, I discussed about ways to drive delight in your business. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact. The post How to Create WOW – Five Ingredients for Customer Delight (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Do you satisfy your customers? Let’s hope so because, if you don’t, your customers will soon deem you incompetent and seek greener pastures. Now to the more challenging question, do you “wow” or delight your customers? Let’s assume that answer is either “I’m not sure” or “Yes, but only some of the time.” If so, your customers probably won’t seek other options, but they are ripe for a competitor to lure them away. In many of my books (such as Driven to Delight, The Zappos Experience, and The New Gold Standard), I detail a multitude of business benefits that come from “wowing” or “delighting” cu ..read more

In this week’s blog, I discussed ways to ensure attentive care of those you serve. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact. The post How to Actually Shock Customers – Give Them Authentic Attention (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Invariably it’s happened to you. While seeking service (in-store, online, or on the phone), you encountered a distracted customer service representative. Worse yet, you’ve left the people you serve (customers, team members, vendors, friends, or family members) feeling the same. It happens when we convince ourselves that no one will know if we check a sports score while on a conference call or if we glance at an incoming text in the middle of a meeting with a customer. Given these lapses, I’m challenging myself (hopefully, you will accept the same challenge) to flawlessly demonstrate “focused a ..read more

In this week’s blog, I discussed how to drive learning agility in your organization. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact. The post Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

While writing my book Stronger Through Adversity – World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, I stumbled upon research conducted by David Hoff and W. Warner Burke, which is summarized in their book: One of many key takeaways from research on learning agility is the importance of taking time to reflect on events in order to extract lessons from them. Since a new year signifies growth opportunities, here’s an overview of learning agility and a look at how it can contribute to your 2023 success. 1) Learning agility is best defined as “dealing wi ..read more

In this week’s blog, I discussed about how you can get ahead of 2023 trends. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact.   The post How to Deliver Customer Experience Excellence in 2023 – Invest in Artificial Intelligence (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact. The post Being Present Means More than Presents – How to Absolutely Delight in Holiday Moments (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Every year around this time, I re-read Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. I first came across the book 30 years ago when I gave speeches on how to manage holiday stress. In the book, Jo Robinson and Jean Staeheli focused on four main themes: Prioritize gift-giving to those who truly need your gifts Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values Seek to be a peacemaker among friends and family Commit to spiritual growth Over time, I’ve come to believe ..read more