Joseph Michelli

Jan 13, 2025 | advisorpedia.com | Joseph Michelli

As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025.

Dec 5, 2024 | ceoworld.biz | Joseph Michelli

For decades, I’ve had the honor of helping companies like Starbucks, Mercedes-Benz, Zappos, Airbnb, and The Ritz-Carlton elevate their customer experience. I’ve seen firsthand how businesses succeed by creating unforgettable customer journeys, securing repeat business, and generating referrals through meaningful interactions. I’m proud of my work, the relationships I’ve enjoyed, and the impact my consulting clients have had with their customers.

Nov 22, 2024 | advisorpedia.com | Joseph Michelli

The shift to hybrid and remote work arrangements has revolutionized how we approach work-life balance. Many employees enjoy the flexibility of working from home, and as Gallup reports, 93% of remote-capable workers prefer to maintain some level of remote work in their schedule. But is flexibility enough to improve employee well-being? Research from Gallup and Workhuman highlights that flexibility alone isn’t sufficient to enhance the employee experience.

Nov 15, 2024 | advisorpedia.com | Joseph Michelli

Years ago, while working on seasonal training for the retail team at Godiva, I found myself staring at a sentence I’d just written about the importance of “product knowledge.” My internal dialogue went like this: “Who doesn’t know that, Joseph? Everyone understands product knowledge is critical.” Feeling like I was stating the obvious, I decided to go to lunch and return with fresh eyes. During that lunch, I went to a new restaurant and was excited to try a dish I had never experienced.

Nov 8, 2024 | advisorpedia.com | Joseph Michelli

As the holiday shopping season approaches, businesses prepare for one of the most critical times of the year. Both brick-and-mortar and online stores experience a surge in customer demand, with holiday shopping starting earlier and earlier. For many retailers, the holiday season represents a significant portion of their annual revenue, making talent selection and consistent customer experience delivery crucial.