About 18 months ago, Dr. Joseph Hopkins, President of Campbellsville University, contacted me to discuss elevating servant leadership and, more specifically, to explore how we might partner to develop service excellence curricula and programs. President Joseph Hopkins After some due diligence, I am glad I said “yes” to being a visiting assistant professor of service… The post Customer Experience (CX) Day – Celebrating the Power of Partnership appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about elevating your business to beloved brand status. 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 Are you a Lovemark? The Journey to Becoming a Beloved Brand (infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

So would you? Would you have your wedding at Starbucks? How about your reception? Let’s switch venues: how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomenon of Starbucks weddings and receptions since I worked on my first book about the company… The post Are you a Lovemark? The Journey to Becoming a Beloved Brand appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about inspiring your team through vision, purpose, and dedication. 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 Defying Expectations – The Power of Vision, Purpose, and Dedication (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Ernie Andrus, a World War II Navy veteran, has accomplished age and convention-defying goals. At 90, Ernie set out to break the record for the oldest man to run across America, previously held by a 73-year-old. Ernie shattered that record and completed his coast-to-coast run in under three years at 93. I had the privilege… The post Defying Expectations – The Power of Vision, Purpose, and Dedication appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about effectively adapting to changing customer needs and preferences. 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 Your Customers Are Changing Fast, Are You? (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

In my years as a consultant for Starbucks and author of two books about them, The Starbucks Experience and Leading the Starbucks Way, I’ve seen firsthand how the company has continuously adapted to changing customer preferences. Under Howard Schultz’s leadership, Starbucks was positioned as a “third place” where -people came together in an environment less… The post Your Customers Are Changing Fast, Are You? appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about effectively blending AI and human service delivery. 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 Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls (Infographic) appeared first on Joseph Michelli | The Michelli Experience ..read more

Undeniably, AI and data analytics are enhancing customer service and operational efficiency; however, their use is fraught with significant ethical and legal challenges, particularly concerning customer privacy and data usage. Patagonia’s Legal Battle: A Cautionary Tale Patagonia, renowned for its outdoor clothing and equipment, is currently engaged in a lawsuit alleging violations of California privacy… The post Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls appeared first on Joseph Michelli | The Michelli Experience ..read more

In this week’s blog, I discussed about creating unexpected and mutually beneficial partnerships. 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 Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth (Infographics) appeared first on Joseph Michelli | The Michelli Experience ..read more