Podcasts about michelli

Murió el Indio Solari a los 77 años y Argentina entró en duelo. El gobierno enfrentó una crisis interna por el pliego de Verónica Michelli. Patricia Bullrich se abstuvo en el Senado. Y el femicidio de Agostina Vega, una nena de 14 años asesinada en Córdoba, volvió a movilizar al país en el 11° aniversario de Ni Una Menos.

Resumen de noticias de la semana de 1ro al 7 de junio de 2026

Resumen de noticias de LA NACION de la mañana del 5 de junio de 2026

Patricia Bullrich afirmó en sesión: “Tengo una objeción de conciencia. Estoy íntimamente convencida que no se puede atribuir consecuencias disciplinarias a una persona por una relación familiar. La evaluación que hace el Senado de la Nación es por los méritos y estos méritos se han merituado”. Y concluyó: “Me voy a abstener de votar en contra de la jueza Michelli. No comprometo a mi bloque. La objeción de conciencia es una decisión individual”.Juliana Di Tullio apuntó contra el oficialismo y sostuvo: “Y si quieren reconsiderar y poner setenta y tres pliegos, dejando afuera a Michelli, que la van a cagar, la van a cagar, todos la van a cagar. Incluso los que firmaron el pliego, incluso los que firmaron el pliego, la van a cagar, para que no pague el costo el presidente, obviamente”.José Mayans se refirió a Bullrich y afirmó: “La señora Bullrich, ahora como está confrontada con Karina Milei, la señora del 3 %, que le dejó atrás en el TV y que no le permitió estar en el cabildo y que le ofreció su renuncia… Esa es la renuncia con violincito, ¿verdad?”. Y agregó: “¿Qué tiene miedo? ¿Qué le amenazaron, que le va a aceptar la renuncia? ¿Eso le amenazaron? Por eso viene acá a atropellar en forma asquerosa el tratamiento del parlamento”.Mayans también sostuvo: “Esto es propio del grupo Montoneros, presidente, los entregadores montoneros se comportan de esa forma. No solamente entregan a sus compañeros, sino que aparte de eso, entregan el sistema republicano de gobierno”. Y concluyó: “Después se fue a ponerse una foto con Karina Milei, porque se están cayendo a pedazos para ver cómo hacer para sostener un gobierno corrupto como el que tenemos”.Juan Pablo Servi habló sobre el pliego de Verónica Michelli y afirmó: “Tengo entendido que hay otras cuestiones también el orden de mérito. En su momento había quedado treinta, después diecinueve y rápidamente ascendió. Así que también hay cosas para evaluar”. Además, sostuvo: “Entiendo que tendrá sus razones el presidente de la Nación y quienes han intervenido este tema”.Martín Soria cuestionó al presidente y señaló: “Hay que ver cómo voltea una decisión así de Senado. No hay antecedentes de algo así, pero como acabo de decir hoy en el recinto de este Chuky, mal diagnosticado que tenemos de presidente, puede salir con cualquier cosa”. Y agregó: “¿Ustedes se imaginan al presidente acusando a una jueza de que es pariente de un periodista? Es una locura”.Mauricio Macri se refirió a la importancia de la independencia judicial y afirmó: “Todo lo que fortalezca la independencia del Poder Judicial es bueno para el país. Siempre he dicho que lo más importante para que este país salga adelante es que los argentinos generemos confianza”. Y sostuvo: “Tenemos que nombrar los mejores jueces y estar seguros de que no necesitamos ser amigos de ninguno, porque cada uno tiene bien claro qué dice la Constitución y la va a hacer respetar”.Federico Sturzenegger se refirió al pliego de Verónica Michelli y afirmó: “El presidente es el que define las propuestas, entonces, él tiene la libertad. Apoyo plenamente la decisión que el presidente tome en función de qué jueces él quiere proponer al Senado”.Sturzenegger también defendió a Manuel Adorni y sostuvo: “Manuel es un gran jefe de gabinete. Yo siempre lo digo, mi tarea es muy interministerial, porque yo muchas de las cosas que hago es trabajo con otros ministerios”. Y agregó: “Cuando se genera un conflicto o una diferencia de opiniones, que también es totalmente sana que exista, ahí interviene Manuel y la verdad que lo hace fabulosamente bien”.

Resumen de noticias de LA NACION de la mañana del 4 de junio de 2026

Patricia Bullrich afirmó: “Yo fui ayer, hablé con el presidente, le conté de mi objeción de conciencia. Bueno, él me explicó su posición. Es una reunión privada, con lo cual no la voy a dar a conocer”. Y agregó: “Toda persona de bien, cuando tiene que darle a conocer al presidente una posición quizás distinta, pone su renuncia a disposición”.Bullrich también sostuvo: “No hay internas. Hay una objeción de conciencia y hoy ha salido con toda claridad una comunicación del mismo partido, planteando que la divergencia en el seno de una fuerza política amplia es importante”.Alejandro Fantino apuntó contra Patricia Bullrich y afirmó: “Si vos hacés un acuerdo con Patricia Bullrich, sabés de antemano que vas a estar en un viaje leyendo un libro de Elige tu propia aventura. Cada página que abras, vas a tener que elegir camino A, camino B y no sabés qué elige ella”. Y concluyó: “Dejen de pensar a Patricia Bullrich como esencia, dejen de pensarla como esencial y piénsenla como accidente”.La Senadora Nacional de Argentina, Carolina Losada respaldó la postura de Bullrich y aseguró: “Me parece que está bien. Uno tiene que hacer lo que le dicte la conciencia y sus principios y sus valores. Si no hay ninguna razón para dejar una persona afuera, una razón válida, no tenemos porqué hacer algo así. Yo tampoco lo haría”.Javier Milei afirmó en el Congreso Anual de IAEF: “Hay una película que es hermosa que se llama Monster Inc. Es fabulosa la película, porque era una suerte de fábrica que se dedicaban a asustar niños”. Y concluyó: “El día que le saquemos la careta a los monstruos colectivistas, este país va a ser definitivamente libre y va a ser grande nuevamente”.Milei también sostuvo: “Generaron pánico y caos. El mercado comenzó a sufrir y vivimos un año de ansiedad e incertidumbre. Pero una vez ganadas las elecciones y luego de unos meses en los que hubo que digerir semejante ataque, hoy la inflación retorna a su sendero descendente como consecuencia de todo el trabajo previo que habíamos hecho”.Sobre el escenario electoral, Milei aseguró: “Los resultados nos están acompañando y hoy la economía ya está mejor, mucho mejor que en el dos mil veintitrés, pero a fin de año va a estar mejor, a mitad del año que viene va a estar muchísimo mejor, y el año que viene en octubre los vamos a pasar por arriba”.Luis Caputo sostuvo en el CAMBRASS Business Day: “Por primera vez en quince años crecemos durante veinticuatro meses. Bueno, ¿esto quiere decir entonces que está todo, todo bien? No, obviamente, pero sí quiere decir que vamos bien”. Y agregó: “Lo peor ya pasó. La bomba atómica que nosotros heredamos ya se desactivó”.Caputo afirmó: “Hoy está claro que la recaudación empieza a recuperar. La inflación nuevamente sigue hacia la baja. Abril ya fue más bajo. Mayo va a ser un número más bajo que abril. Los salarios se han empezado a recuperar nuevamente”.El ministro también apuntó contra Axel Kicillof y aseguró: “El kirchnerismo no es una opción en Argentina, no importa lo que pase. Puede haber un shock externo, el petróleo puede ir a cuatrocientos, puede haber una guerra mundial o una invasión extraterrestre, que Kicillof no va a ser presidente nunca en su vida en Argentina”.Sobre el nuevo modelo económico, Caputo sostuvo: “Cambió la música, hay que cambiar el paso”. Y agregó: “Pretender ganar también márgenes exorbitantes, tampoco funciona en este modelo”.

In this episode, Dr. Joseph Michelli explores common pitfalls in leadership based on his extensive experience coaching leaders and writing about top companies like Amazon and Starbucks. He discusses how micromanaging, avoiding tough conversations, and neglecting emotional intelligence can adversely affect team morale and performance. Dr. Michelli offers practical solutions for each mistake, emphasizing the importance of trust, clear communication, and continuous personal development to foster a supportive and innovative work environment.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli discusses the innovative strategy of gamification in enhancing customer interactions. He highlights how incorporating game-like elements into the customer journey can significantly increase engagement, foster loyalty, and make each interaction memorable. Dr. Michelli outlines effective strategies such as introducing challenges, rewarding progress, fostering a community, ensuring seamless integration, and personalizing the experience to meet individual customer preferences.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores how artificial intelligence (AI) can amplify the effectiveness of servant leadership in today's digital age. He emphasizes using AI to augment human efforts, not replace them, allowing leaders to focus more on creativity and personal interactions. Michelli discusses the importance of analyzing data for deep insights into team performance and customer needs, maintaining the human element in all interactions, and fostering ethical AI practices that reflect organizational values. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli discusses how to build true customer loyalty through emotional engagement rather than traditional transactional rewards. He emphasizes the importance of personalizing rewards to suit individual preferences, building emotional connections through unique experiences, and recognizing customer milestones with thoughtful gestures. Michelli also suggests integrating core values like sustainability and community support into loyalty programs to resonate more deeply with customers. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores how leaders can transform customer complaints into opportunities for growth and enhanced loyalty. He discusses the importance of welcoming feedback through accessible channels, responding promptly, and listening without defensiveness to understand and resolve customer issues. Michelli highlights the value of turning complaints into insights to improve service and celebrates resolutions, reinforcing a responsive and caring company culture. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the crucial role of operational excellence in shaping customer experiences. He shares strategies for leaders to enhance service delivery by identifying bottlenecks, aligning technology with customer needs, empowering frontline staff, and regularly assessing key performance metrics. Michelli emphasizes the importance of balancing efficiency with empathy to ensure that operations meet technical standards and resonate emotionally with customers, fostering loyalty and referrals. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the crucial role of social media in modern customer relationship management. He outlines practical strategies for enhancing engagement, including timely interactions, creating shareable and user-generated content, and building authentic connections. Michelli emphasizes that social media is not just a marketing tool but a dynamic platform for genuine dialogue that can foster brand loyalty and transform customers into brand advocates. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli discusses how experiential branding builds customer loyalty beyond the conventional metrics of product and price. He highlights strategies such as incorporating surprises, engaging the senses, leveraging storytelling, encouraging participation, and transforming transactions into memorable moments. Michelli asserts that memorable experiences forge emotional connections, making memories the true currency of customer loyalty. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the power of simplicity in crafting loyalty-building customer experiences. He emphasizes the importance of auditing the customer journey, standardizing key interactions, empowering frontline staff, and thoughtfully leveraging technology to ensure each customer interaction is intentional and impactful. Michelli explains how reducing complexity can enhance customer engagement, alleviate employee stress, and establish a foundation of transactional trust. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Welcome to season 12 of DNA Surprises.This season marks nearly four years of sharing these stories. And while each story is unique, the threads that tie our stories together remain strong.For example, there are many ways that people uncover their discoveries. Sometimes, people learn about their parentage through who they connect to - a new cousin, an aunt, a parent. Others are more shocked by who they don't connect to.In this week's episode Michelli reveals how she learned that the man she believed was her father was not genetically related to her at all. She shares what she learned about her biological father and why her feelings about him are complicated, how she connected with her sisters, and why she doesn't want to hear any additional stories about what happened.Thank you for sharing your story, Michelli.Support the show.

In this episode, Dr. Joseph Michelli delves into the challenges and opportunities presented by today's generationally diverse workforce. He outlines how servant leadership, focusing on serving others, is exceptionally suited to bridging the generational gaps within modern workplaces. Michelli discusses practical strategies for adapting communication styles, encouraging cross-generational mentorship, fostering inclusivity, promoting work-life balance, and focusing on shared goals to create a collaborative and thriving work environment. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the power of proactive customer service in creating outstanding customer experiences. By anticipating customer needs and addressing potential issues before they escalate, businesses can foster loyalty, reduce friction, and build trust. Michelli highlights the importance of monitoring customer behavior, training teams to recognize and respond to subtle cues, and implementing follow-ups that enhance customer support. He also discusses how leveraging technology, such as automated alerts and AI-powered tools, can facilitate proactive engagement, ultimately transforming the customer service landscape into seamless and customer-focused. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli highlights the critical role of personalization in modern business, setting the stage for his new book, "All Business is Personal." He discusses how leveraging customer data responsibly can transform how businesses engage with their customers, making each interaction feel uniquely tailored and meaningful. Key strategies include humanizing automation to keep personal touches alive and empowering frontline staff with the right tools to deliver personalized service. Dr. Michelli urges leaders to reflect on their personalization strategies and create genuinely individualized customer experiences that foster loyalty and deepen relationships. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  In this episode, Dr. Joseph Michelli delves into the transformative power of storytelling in business, highlighting how stories can forge deep emotional connections with customers and employees. He shares actionable strategies for leaders to leverage storytelling effectively, from sharing the brand's origin story to celebrating customer successes and empowering employees to share their experiences. Dr. Michelli stresses the importance of creating content that resonates and evokes emotions, transforming listeners into brand advocates, and fostering a community around shared narratives. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the crucial role of consistency in customer experience across multiple business locations, drawing on examples from renowned brands like Starbucks and The Ritz-Carlton Hotel Company. He outlines strategies for achieving uniformity in service quality, including standardizing training programs, leveraging technology for oversight, and empowering local managers to adapt to regional needs while maintaining core brand values. Dr. Michelli emphasizes the importance of regular performance monitoring and fostering a unified company culture to ensure customers receive the same high-quality service at every touchpoint. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli delves into leadership during crises, sharing insights from his book "Stronger Through Adversity," based on conversations with over 140 leaders during the pandemic. He emphasizes the importance of frequent communication, prioritizing team well-being, and modeling calm and optimism. Leaders can navigate uncertainty and inspire resilience by empowering others to act, adapting quickly, and celebrating small wins. Dr. Michelli challenges listeners to reflect on their communication effectiveness, emotional support for their team, and their crisis management behaviors. Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong advocates.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that enhance loyalty and advocacy. Dr. Michelli emphasizes training teams to recognize and seize opportunities for delight and balance consistent service and unexpected pleasures to surprise and engage customers. Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and encouraging initiative, leaders can enhance their team's ability to excel in customer interactions. Dr. Michelli emphasizes the importance of building a supportive environment where employees feel valued and trusted, which drives innovation and service excellence.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understanding—it involves feeling with others to build trust, inspire, and create a supportive environment. This episode offers leaders strategies to cultivate empathy actively and expand their practice beyond their immediate teams to encompass customers and other stakeholders. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of consistent and public acknowledgment in building a positive workplace culture where employees feel genuinely valued and connected. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

In this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict resolution, emphasizing that these skills are crucial for fostering open communication and team cohesion. Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Host Jeremy C. Park talks with Dr. Joseph A. Michelli, an internationally sought-after speaker, bestselling author, and organizational consultant who highlights his new book, "All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement." The book currently is available for pre-purchase with a release date of May 13, 2025 by BenBella Books.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. Some of his other books include "Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on ThrivingDuring the Toughest Challenges," "The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging," "Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way," "Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People," and "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company." During the interview, Dr. Michelli shares his background as a consultant, focusing on delivering greater experiences for team members and customers, and how his work with One Medical led to the book. He discusses the evolution of healthcare technology, highlighting the role of Dr. Tom Lee, founder of One Medical, in developing a technology that enabled same-day appointments and improved patient experience. He emphasizes the importance of balancing technology with human interaction to enhance customer experience and drive efficiencies, and shares some examples from the book that have broad applications for all businesses and industries. Joseph emphasizes the need for technology to empower humans and not replace them, and carries that into some of the key takeaways for readers. He concludes by stressing the importance of safeguarding the soul of a brand amidst technological advancements.Visit https://www.josephmichelli.com to follow Dr. Joseph Michelli and order "All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement" on Amazon or your preferred online or local bookstore.

In this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective listening can build trust, foster collaboration, and drive meaningful action, ultimately strengthening team and customer relationships. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

When Technological Innovation Meets Human-Centered Experience   Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the benefits of combining technology with personal interaction in customer service?  What role does listening play in improving the customer experience?  How important is it for businesses to include digital and human touchpoints in customer interactions?  How does a seamless digital experience impact customer satisfaction and loyalty?  Why is emotional connection important in business?    Top Takeaways:    Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.  So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers.   Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have.   People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.  Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.   Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer's life and what it means to them.  Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing.  Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!  Quote:   "There's a difference between personalization and a personal connection.”    About:    Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of Power Hour, renowned author and customer experience strategist, Dr. Joseph Michelli, joins Eugene Shatsman to explore how practices can craft emotional, memorable, and loyalty-driven experiences that set them apart. With a track record that includes Starbucks, Mercedes-Benz, Ritz-Carlton, and Zappos, Michelli unpacks how optometry practices, no matter the size, can apply the same principles used by global giants to delight patients and strengthen practice growth.

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company's commitment to exceptional service. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy. Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation: How should CEOs approach the incorporation of AI and its intersection with customer experience? What are some common missteps companies make when balancing technology and human experience? How can businesses effectively leverage both technology and human touch to enhance customer relationships? Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order!   Meet Dr. Joseph Michelli   Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: • Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges • The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way • Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People • The Zappos Experience: 5 Principles to Inspire Engage and WOW • Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary • When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle • Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business Joseph: • is a Visiting Professor of Service Excellence at Campbellsville University • is the recipient of the Customer Experience Professional Association's – Impact on the Customer Experience Profession award • is a Certified Customer Experience Professional (CCXP) • has been inducted into the Customer Experience Hall of Fame • has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus • is on the founders' council of CustomerExperienceOne • has served on the editorial board member for the Beryl Institute's Patient Experience Journal • won the Asian Brand Excellence Award • holds the Certified Speaking Professional (CFP) designation from the National Speakers Association • is a member of the Authors Guild He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

We discuss this fun but messy movie, its music and editing, whether its third act works, the allure of the ethical criminals, and the many questions it doesn't answer. Upcoming Episodes: Edge of Tomorrow, Follow Angel on ⁠Letterboxd⁠ and ⁠Instagram⁠ You can join our discord server now to interact with us, give feedback, make suggestions, and join our fan community. https://discord.gg/se7X3jJkyW Check out our ⁠⁠⁠YouTube channel⁠⁠⁠ with our ⁠⁠⁠new video on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Gritty Fairy Tale Movies.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Support us on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Patreon⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠and listen to our bonus episodes on the Raimi Spiderman Trilogy, Kingsman, John Wick, our early writing experiences, and our new tangent episode. As well as our watchalongs for Chicken Little, and Mission Impossible II. You can get merch with our logo on ⁠⁠⁠Zazzle⁠⁠⁠. Our logo is by Kelsey Hendry. Follow Evan on⁠⁠⁠ ⁠⁠⁠Letterboxd ⁠⁠⁠@ev_wess⁠⁠⁠ Follow Jelani on Instagram ⁠⁠⁠Jelani Kelly (@jelanitkelly) • Instagram photos and videos

We discuss the recent update on the classic movie monster, how it invests the audience in its human characters, its identity as a period piece, and its theme of collective action. Upcoming Episodes: Baby Driver Follow Angel on Letterboxd and Instagram You can join our discord server now to interact with us, give feedback, make suggestions, and join our fan community. https://discord.gg/se7X3jJkyW Check out our ⁠⁠⁠YouTube channel⁠⁠⁠ with our ⁠⁠⁠new video on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Gritty Fairy Tale Movies.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Support us on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Patreon⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠and listen to our bonus episodes on the Raimi Spiderman Trilogy, Kingsman, John Wick, our early writing experiences, and our new tangent episode. As well as our watchalongs for Chicken Little, and Mission Impossible II. You can get merch with our logo on ⁠⁠⁠Zazzle⁠⁠⁠. Our logo is by Kelsey Hendry. Follow Evan on⁠⁠⁠ ⁠⁠⁠Letterboxd ⁠⁠⁠@ev_wess⁠⁠⁠ Follow Jelani on Instagram ⁠⁠⁠Jelani Kelly (@jelanitkelly) • Instagram photos and videos

In a recent episode of the Sales Leadership Show, Phil Gerbyshak interviewed Joseph Michelli, author of Customer Magic. Michelli shared valuable insights on customer service and leadership, emphasizing that the best advice he ever received was from his parents, who taught him that his purpose in life is to create value for others. This principle of service has shaped Michelli's career and philosophy, particularly in his latest book, Customer Magic.The book was inspired by a unique experience Michelli had with an Australian telecommunications company. Initially skeptical about their genuine commitment to customer service, Michelli was impressed by how this company prioritized customer experience in a traditionally transactional industry. This experience led him to use the company as a case study in his book, highlighting them as a "challenger" brand that successfully competed against industry giants by focusing on exceptional service.Michelli explains that the "magic" in Customer Magic refers to challenging the seemingly impossible. It's about finding ways to exceed customer expectations in environments where people often believe that going the extra mile isn't feasible. He stresses the importance of starting with a clear mission, identifying underserved markets, and aligning the entire organization behind this mission. By hiring the right people—those who are hungry, humble, and smart—companies can create a culture that fosters outstanding customer service.A key takeaway from the interview is the importance of hiring and training. Michelli discussed how the Australian company initially focused on hiring top-tier engineers but later realized that technical expertise alone wasn't enough. They needed employees who were also skilled in customer interaction. The company eventually shifted to hiring people who were not just technically proficient but also had the "customer service gene"—people who genuinely wanted to improve customers' lives.Another critical point Michelli made was about the necessity of simplifying processes for customers. He shared a staggering statistic: while 80% of companies believe they provide excellent customer service, only 8% of customers agree. This disconnect highlights the importance of not just having good intentions but also executing them effectively. Simplification and reducing customer effort are crucial for improving satisfaction.Michelli also introduced the concept of "freedom within boundaries," where business units operate independently but are measured against common performance indicators like net promoter score and revenue. This balance allows for creativity and autonomy while ensuring that all parts of the organization are aligned toward a common goal.The interview wrapped up with Michelli encouraging organizations to always be on the lookout for exceptional talent and to invest in their employees' development. He emphasized that creating a positive workplace culture and aligning employee growth with company goals are vital for long-term success. Michelli also advised companies to reflect on their unique strengths and the emotional impact they want to have on customers, suggesting that this introspection is the first step in creating a truly customer-centric organization.Get your copy of Customer Magic today.3 Great Quotes from Joseph Michelli* "Magic is challenging the seemingly impossible—it's about finding ways to create value for customers, even when others say it can't be done." — Joseph Michelli* "If we can align our mission with our employees' personal values, we create a culture where exceptional customer service becomes the norm." — Joseph Michelli* "Simplifying the customer experience and reducing friction is key. The more we can reduce complexity, the better we serve our customers." — Joseph Michelli This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit happyaf.substack.com/subscribe

"It's your job to understand what the customer's biggest issue is and connect them with the right resource."- Joseph MichelliJoseph Michelli, an internationally sought-after speaker, author, and organizational consultant, shares his journey from working at a fish market to becoming a customer experience expert. He emphasizes the importance of creating value for customers and delivering on promises made during the sales cycle. Michelli discusses the significance of emotional connections in customer experiences and highlights the success of brands like Starbucks and Zappos in prioritizing customer care. He also emphasizes the importance of building partnerships and relationships with other businesses to create a thriving ecosystem.TakeawaysSales is about creating customer value and delivering on promises made during the sales cycle.Emotional connections play a crucial role in customer experiences and can lead to long-term relationships.Successful brands prioritize customer care and focus on creating positive experiences for customers.Building partnerships and relationships with other businesses can create a thriving ecosystem.Chapters00:00- Introduction and Joseph Michelli's Background03:24- The Importance of Customer Experience in Sales06:26- Lessons from Pike's Place Fish Market09:22- The Role of Organizational Change and Development12:19- Lessons for Small Businesses15:46- Enveloping Products in an Emotional Context21:24- Lessons from Working with Challenger BrandsConnect With Joseph MichelliLinkedIn- linkedin.com/in/josephmichelliWebsitesjosephmichelli.com (Company)josephmichelli.com/blog/ (Blog)amzn.to/3iZvEeF (Stronger through Adversity)Ever wish you could pick Wesleyne's brain? Now you can. Check out AskWesleyne.Com to find the answers to all your sales, leadership, mindset and business question. For daily tips on sales and leadership connect with WesleyneLinkedIn- linkedin.com/in/wesleyne Instagram- @wesleynewhittakerTiktok- https://www.tiktok.com/@thewesleynewhittaker Facebook - https://www.facebook.com/transformedsales Youtube- www.youtube.com/@wesleynewhittaker Website- TransformedSales.com Email- podcast@transformedsales.com

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and front-line workers to grow and invest passionately in all aspects of their lives.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People The Zappos Experience: 5 Principles to Inspire Engage and WOW Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business

Too often, businesses focus on product personalization. But they don't focus enough on ensuring their customers are cared for as humans. Best-selling author Dr Joseph Michelli believes this “making it personal” approach is the key to success. In this episode, Dr Michelli shares the meaning of making it personal, why caring for our customers as people is good for business, and examples of companies from Starbucks to The Ritz-Carlton who are doing it right.

Today, we sat down with Joseph Michelli to explore the unprecedented challenges businesses face today, with customer satisfaction at a 17-year low despite the growing emphasis on customer experience. Listen in to learn actionable insights for experience strategists and business owners, including a clear roadmap to navigating these volatile, uncertain, complex, and ambiguous (VUCA) times. Discover how to build trust, exceed customer expectations, and create lasting loyalty by crafting exceptional customer journeys, adapting to multiple possible futures, and simplifying your channel strategy for maximum impact.

Do you want to create a customer-centric culture that prioritises exceptional customer experience? This week, we enjoyed learning from the internationally sought-after speaker, author, and organisational consultant Joseph Michelli. Joseph started his consultancy journey working for the Pike Place Fish Market in Seattle. Since those early days in his career, he's worked with some of the biggest brands in the world, including Starbucks, Zappos, Mercedes Benz and Ritz Carlton. In this episode, Joseph shares some great stories about excellent customer service he has seen throughout his career and how leadership plays a pivotal role in prioritising a customer-centric culture. He dived into his work at Ritz Carlton, Mercedez Benz and Starbucks, all experiences from which he wrote fantastic books. If you want customer service to be at the heart of your strategy. Joseph explains what do you need to do. How to map out the customer journey, finding those high-value touch points.  An energising conversation. Download and listen to learn more. On today's podcast: A passion for being of service to othersThe Ritz Carlton's standard of serviceThe pivotal role of leadership in customer serviceExploring the power of emotionShifting towards technology-aided service Follow Joseph Michelli:WebsiteLinkedInFish Throwing at Pike Place Fish Marketplace in Seattle Book recommendations: The Experience EconomyThe Airbnb wayThe New Gold StandardThe Starbucks ExperienceThe Zappos ExperienceDriven to Delight Enjoyed the show? Leave a Review  

In this episode of Getting to Aha!, Darshan Mehta is joined by Joseph Michelli, Chief Executive Officer of The Michelli Experience. They discuss Joseph's aha! journey; why you should tap into your natural curiosity; how business leaders coped with the pandemic; and why you should always listen to your employees. They also delved into the importance of humanizing your customers, as well as what it truly means to be a brand!

In this episode we spoke with Joseph Michelli, New York Times best selling author and CEO of The Michelli Experience, who discussed how you can create experiences that delight your customers and turns more into raving fans. During our chat, Joseph discussed how brands can start moving away from one off, transactional relationships with their customers and start building long lasting connections that drives more profitable, sustainable growth across their business.

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business.WANT THE FULL EPISODE? Check out yesterday's episode, Ep.92 I Dr. Joseph Michelli I Deciding to Optimize Customer Experience, or download it using this link. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

Dr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn't the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you.DON'T HAVE TIME FOR THE FULL EPISODE? Check out the 6-minute highlight clip, Ep.92 HIGHLIGHT I Providing your team freedom within boundaries. You can download it directly using this link. CONNECT WITH USwww.decidedlypodcast.com Join us on Instagram: @decidedlypodcast Join us on FacebookShawn's Instagram: @shawn_d_smith Sanger's Instagram: @sangersmith MAKING A FINANCIAL DECISION?At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy. LEARN MOREwww.decidedlywealth.comSUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode at a time! CONNECT WITH DR. JOSEPH MICHELLIWebsite: https://www.josephmichelli.com/ Books: https://www.josephmichelli.com/bestsellers/ Podcast: https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo Blog: https://www.josephmichelli.com/blog/ Instagram: @josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience Twitter: @josephmichelli LinkedIn: https://www.linkedin.com/in/josephmichelli/ Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph's other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle. Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ) and is on the founders' council of CustomerExperienceOne. Other achievements include winning the Asian Brand Excellence Award and being named one of the Top 10 thought leaders in Customer Service by Global Gurus. He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.

In this episode of Getting to Aha!, Darshan Mehta is joined by Joseph Michelli, Chief Executive Officer of The Michelli Experience. They discuss Joseph's aha! journey; why you should tap into your natural curiosity; how business leaders coped with the pandemic; and why you should always listen to your employees. They also delved into the importance of humanizing your customers, as well as what it truly means to be a brand!

During the last two years, speakers, consultants, and thought leaders have moved their presentations from in-person formats into relatively unknown digital space. Now, as we settle back into a face-to-face workplace, we look back and consider the lessons learned from online experiences. What would a new, hybrid style look like? What better way to investigate these topics than to talk with two doctors, who are both experts in their fields! Dr. Nick Morgan is one of America's top communication theorists and coaches. He is also a keynote speaker and author who helps people bring clarity to their great ideas. Dr. Joseph Michelli is a consultant, psychologist, professional speaker, and New York Times Bestselling author. He's been voted a Top 5 Global Guru in Customers Service for more than 7 years! We start by laying the foundation: discussing what the standard business model looked like, pre-pandemic. Then, we move forward, and explore how each of our guests found ways to deliver great experiences virtually. We talk about their successes, and the hardships they struggled to overcome — such as developing trust and transparency through a computer screen. The future of keynote speaking and conferences is still uncertain, and many thought leaders are exploring "hybrid" models, moving fluidly between in-person and remote presentations. Nick and Joseph discuss how they believe things will continue to play out, giving examples in the ways their businesses were returning to the “old normal,” and how they continue to incorporate digital modalities. While this interview took place some months ago, the advice on how to build trust with a virtual audience is evergreen! Three Key Takeaways: * Virtual relationships can get clogged up and degrade over time – whenever possible renew that relationship in person. * If you are going to make video work you have to go deep fast. Forge a strong relationship right out of the gate by being honest, trustworthy, and transparent. * Virtual speaking means having to grab the audience's attention in the first 90 seconds. Speakers who don't have some form of interaction are missing a trick for their 

The pandemic hasn't really been fun for anyone. We've seen cities shut down, businesses go under, and economic instability abound. But it has given us some lessons that will help keep businesses strong moving forward. Adam Schroeder and Naresh Vissa talk with Dr. Joseph Michelli about what exactly those things are and how you can implement them in your business. Dr. Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, the New York Times #1 bestseller Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System, and the new book STRONGER THROUGH ADVERSITY: World-Class Leaders Share Pandemic-tested Lessons On Thriving During The Toughest Challenges. 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. Dr. Michelli is an opinion columnist for the CEOWORLD magazine. Website: www.Patreon.com/WorkFromHomeShow www.AirbnbWay.com www.JosephMichelli.com www.WorkFromHomeShow.com