CEOWORLD magazine - Archive in Joseph A. Michelli

Joseph A. Michelli

Joseph A. Michelli

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience, The New Gold Standard, and the New York Times #1 bestseller Prescription for Excellence. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus. His new book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging (October 2019, McGraw Hill). Dr. Michelli is an opinion columnist for the CEOWORLD magazine.
Joseph A. Michelli
Critical thinking

Rage Against Your Company – How to Manage Surging Customer Anger

Raging Customers: Recently, the 2022 National Customer Rage Study released its results, and they are concerning. Manuela López Restrepo of NPR summarizes the findings by noting: Customer service and hospitality at large have declined in the eyes of many Americans. 74% of Americans say they've had product or service problems...
Joseph A. Michelli
Business Transformation

Digitally Aided and Human Powered – How to Engage Customers in a Digital World

I’d like to change the words of Peter Seeger's folk ballad from “Where have all the flowers gone?” to “Where have all the service professionals gone?” (If you’d like a musical backing track to accompany this article, here’s a link to Peter, Paul, and Mary’s version of the song.) https://www.youtube.com/watch?v=ZgXNVA9ngx8 It seems I’m not...