Joseph Michelli

The Agility of Ownership – Lessons from South African Entrepreneurs

In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.

Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]

In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.

Customer Experience Lessons from the African Bush

In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.

Extending Kindness for Generations to Come

In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.  

Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias

Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.

It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE

In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.

Long ago in a galaxy far, far away... | Small-Town Lessons on Relationship and Business Reputation

Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.

The Bar is High – Are you Letting your Products and Technology Down?

In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.