As part of my interview series on the five things you need to know to become a great author, I had the pleasure of interviewing Joseph Michelli, Ph.D. Joseph is a certified customer experience…

Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

We at Speakers Connect are thrilled to have served so many prestigious clients. Here are some of the event snapshots.

All U.S. Starbucks locations will be shut down on May 29th for mandatory unconscious bias training.

WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the "partners"-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to Reach out to entire communities Listen to individual workers and consumers Seize growth opportunities in every market Custom-design a truly satisfying experience that benefits everyone involved Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today. For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas. Product DetailsISBN-13: 9780071477840 Media Type: Hardcover Publisher: McGraw Hill LLC Publication Date: 11-28-2006 Pages: 224 Product Dimensions: 5.70(w) x 8.40(h) x 0.90(d)About the Author Joseph A. Michelli, Ph.D., is the founder of Lessons for Success, a training, consulting, and keynote presentation company. He also hosts an award-winning daily radio show on KVOR-AM in Colorado and speaks to various organizations throughout the world. Visit josephmichelli.com

While customer journey mapping is popular today, I’ve often seen companies benefit from four strategies to garner more value from mapping efforts.

Polished, professional, and completely custom. Katie O'Brien's website design portfolio showcases some of her best website projects.

Let’s apply some memory research (often conducted in the context of behavioral economics or cognitive bias studies) to your efforts in delivering memorable customer experiences.

When it comes to knowing what customers want, just ask Joseph Michelli. After all, the psychologist-turned-author has already delved into what makes Starbucks, Zappos, and other customer-centric companies tick. While writing his latest book, “The Airbnb Way,” Michelli and his four-person team inte...

Given the confusion that abounds between a loyalty program and repeat business, I thought I would share a couple of nuances that I hope will prove conceptually helpful.

At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences.

The future is less about online vs. offline and more focused on how to minimize the liabilities of each while maximizing the benefits to the customer.

In the next few weeks, I will do my annual video about what I believe you should focus on for the coming year. Although I think things will be better in 2021, it’s still going to be difficult. So, I thought this article from my good friend Joseph Michelli would give you valuable ideas on how to lead through adversity.

Let’s focus on the importance of both iterative and future backward customer experience design. SaveSave SaveSave

Ano de publicação: 2012 | Capa do livro: Mole | Número de páginas: 280. | Dimensões: 160 mm largura x 230 mm altura. | Peso: 410 g. | ISBN: 9788540702066.

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups.

Over the years I’ve seen a number of definitions for experience design. For me, experience design encompasses a range of disciplines which guide the creation of processes, products, services, and events optimized to produce quality interactions/moments/memories.

Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions. In my upcoming book about Airbnb (The Airbnb Way, available for pre-order here), I share how to assure that you don’t…