Joseph Michelli, Ph.D.
Pinellas Park, Florida, United States
10K followers
500+ connections
About
*Board Member for Customer-Centric Businesses
*Consultant/Customer Attraction…
Articles by Joseph
Contributions
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How can you use lecturing to coach and mentor students?
We are competing with TikTok videos for attention. Accordingly, we need to transform, transfix, and connect though our knowledge, stage craft, fast pace and varied content delivery. We ultimately win with our humanity, vulnerability and commitment to the student’s long term best interest.
Activity
Experience
Education
Licenses & Certifications
Publications
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Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
McGraw-Hill
Within days of COVID-19 disrupting the business world, I began asking senior leaders at major companies about their specific challenges and how they were meeting them, getting raw yet thoughtful real-time insights into the greatest business crisis in generations.
In Stronger through Adversity, I've provided the invaluable wisdom I gained from 140+ top global business leaders on all aspects of leading through and beyond COVID-19, including crisis management, keeping employees and…Within days of COVID-19 disrupting the business world, I began asking senior leaders at major companies about their specific challenges and how they were meeting them, getting raw yet thoughtful real-time insights into the greatest business crisis in generations.
In Stronger through Adversity, I've provided the invaluable wisdom I gained from 140+ top global business leaders on all aspects of leading through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. You’ll find winning leadership methods based on interviews with leaders of Target, Google, Microsoft, Coca-Cola, Feeding America, United Way, Verizon, Southwest Airlines, Goldman Sachs, and H&R Block.
In addition to actionable advice for leading through crises, you’ll find inspirational stories about how the featured leaders triaged problems unlike any they had ever encountered, pivoted their focus and actions on a daily basis, and managed their teams and businesses in the most extreme conditions. -
The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
McGraw-Hill
Publication Date: October 2019
An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy.
Airbnb best embody the entrepreneurial and disruptive spirit of today’s sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191…Publication Date: October 2019
An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy.
Airbnb best embody the entrepreneurial and disruptive spirit of today’s sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191 countries. Airbnb’s leadership strives to support the host community to ensure a consistent, on-brand experience for every guest, every time.
The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. Exclusive interviews with Airbnb leaders and rich stories from hosts and guests provide an inside look into the wildly popular online rental platform.
The book features:
•Airbnb strategies and practices that will drive customer engagement and loyalty
•Expert advice on how to provide phenomenal customer service
•Illuminating stories about Airbnb guest and host experiences
•Unique leadership principles for activating all stakeholders--including those who share resources and services and more -
Driven to Delight: Delivering World Class Customer Experience the Mercedes-Benz Way
McGraw-Hill
DRIVEN TO DELIGHT reveals:
How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.”
How they activated people, improved processes, and deployed technology to emotionally engage customers.
How the Mercedes-Benz approach can jump-start any customer-driven business―by accelerating your commitment to the customer experience. -
Humor, Play and Laughter: Stress-Proofing Life With Your Kids
Love and Logic Press
Honors & Awards
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Impact on the Customer Experience Profession
Customer Experience Professional Association
Conferred to an individual who has influenced the practice of customer experience across industries and geographies through thought leadership contributions, championing diversity, equity, and inclusion to create more inclusive and accessible experiences for all customers.
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Best Company Culture Books of All Time
Book Authority
BookAuthority identifies and rates the best books in the world, based on public mentions, recommendations, ratings, and sentiment. The Zappos Experience is on the 81 Best Company Culture Books of All Time list.
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Customer Service Influencer
Fit Small Business
Fit Small Business has scouted the web for customer service influencers with a robust social media presence and put together a list of the best Customer Service Influencers of 2019.
The goal for this list is to present helpful tips right from the customer service experts themselves. The influencers listed have outstanding credentials, expertise, and skills pertaining to the customer service industry, as well as an impressive quantity of social media followers. -
Top Ecommerce Influencer
Fit Small Business
Fit Small Business has scouted the web for e-commerce influencers with robust social media presence and put together a list of the top Ecommerce Influencers of 2019.
The goal for this list is to present helpful tips right from e-commerce experts. The influencers listed have outstanding credentials, expertise, and skills pertaining to the e-commerce industry, as well as an impressive quantity of social media followers. -
World's Top 30 Customer Service Professionals
Global Gurus
Global Gurus is a research organization. Global Gurus chooses remarkable leaders who make an impact, from people who took time to vote for them and who have been chosen and voted for by the people/public/our audience.
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Customer Experience Update MVP Awards Winner
Customer Experience Update
Customer Experience Update brings together the best content from hundreds of industry thought-leaders. These awards will recognize the Most Valuable Posts as judged by our readers, award committee, and our machine intelligence and social media. We will recognize the posts that provide the highest value to industry professionals - useful and actionable information, that is tactical or strategic in nature, providing either long-term or short-term value.
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Join now to viewMore activity by Joseph
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Here's a preview of a remarkable series on WISDOM coming from Noi Ha Nguyen.
Here's a preview of a remarkable series on WISDOM coming from Noi Ha Nguyen.
Shared by Joseph Michelli, Ph.D.
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Mark Slatin, CCXP is not only a class-act CX educator - he is a fantastic interviewer. Check out our conversation, which highlights themes from my…
Mark Slatin, CCXP is not only a class-act CX educator - he is a fantastic interviewer. Check out our conversation, which highlights themes from my…
Shared by Joseph Michelli, Ph.D.
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📺 Want to see what makes customer loyalty truly stick? Watch Dana Klein on the CX Bus as he shares game-changing strategies to keep customers coming…
📺 Want to see what makes customer loyalty truly stick? Watch Dana Klein on the CX Bus as he shares game-changing strategies to keep customers coming…
Shared by Joseph Michelli, Ph.D.
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🤔 How do you create ENDURING connections with customers? Dana Klein breaks it down in the latest podcast episode of the CX Bus 🚌 . Learn how…
🤔 How do you create ENDURING connections with customers? Dana Klein breaks it down in the latest podcast episode of the CX Bus 🚌 . Learn how…
Shared by Joseph Michelli, Ph.D.
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