The Michelli Experience

Oct 29 2020 18 mins 5

Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com


















Stronger Through Adversity | Practice Employee Obsession
Oct 08 2020 4 mins  
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. In Stronger Through Adversity, I suggest that practicing employee obsession is an ominous concept since, in its most negative connotation, obsession means a disturbing preoccupation. I go on to write that the leaders I interviewed weren't advocating disturbing preoccupations with team members. I am, however, using the broader definition of obsession to reflect a compelling motivation. In Stronger Through Adversity, I talk about how I've had a front-row seat as a leadership and customer experience consultant to a raging debate about whether companies should aspire to put the customer or the employee first. As you might guess from Amazon's guiding principles, Jeff Bezos consistently says, "Put the customer first," while the founder of Virgin Group, Sir Richard Branson, believes, "Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients." What do you think of the debate between prioritizing team members versus customers? More importantly, how have you enhanced your team member experience, given the challenges of the pandemic? If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.




Stronger Through Adversity | Leave the Island
Oct 01 2020 2 mins  
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. I wrote the following in Stronger Through Adversity, "Unfortunately, many leaders lose perspective on their limitations and carry an inordinate responsibility for the success of their organization, team, family, and community. They fail to heed the wisdom of poet John Donne when he wrote, 'No man is an island, Entire of itself.'" The concept of leaving the island captures how world-class leaders eagerly asked for help, sought guidance, and adopted a growth mindset. In the book, I said, "Ironically, many of the leaders I spoke with credited the pandemic for fueling substantial personal and organizational growth. I heard statements like, 'COVID-19 gave me a harsh wake-up call,' or 'The pandemic forced my team and me to dive into learning. As soon as we figured out operating in a lockdown, 'Bam,' we had to knit together a re-opening plan.'" In many ways, COVID-19 has been the great equalizer. It's rendered leaders so vulnerable that they couldn't fake their way through solutions alone. It has humbled leaders to understand that asking for help is a sign of strength, not a sign of weakness. To whom have you reached out for help during this pandemic? How regularly are you asking others for guidance? Who has turned to you? I would love to learn what will assist you? Let's explore what will be needed to help you elevate your leadership and human experience delivery. If you would like to learn more about Stronger Through Adversity and get your special 40% off pre-order offer head to strongerthroughadversity.com.





Stronger Through Adversity | Follow the Terrain
Sep 24 2020 3 mins  
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. During my conversations with leaders, many referenced having no roadmap for leading in the pandemic or suggested their previously crafted maps didn't apply. That prompted me to recall a lesson I learned when I started hiking 14,000-foot mountains in Colorado. A veteran climber told me, when the map doesn't match the terrain - follow the terrain. They shared how they sought and continued to seek reliable, real-time information on all stakeholder perceptions as well as the financial health of the business. They candidly shared the challenges of garnering accurate data given widespread misinformation and conflicting expert and political guidance. They also spoke about the constant cadence of meetings and the rapid tactical shifts they make. Most importantly, they talked about the constant recalibration required to maintain a steady course in unsteadying times. I won't get into the stories shared by these leaders, you can find those in the book; however, I will ask how readily you give up preconceived notions or existing plans? Where do you turn for reasonably accurate information amid a sea of distortions? How nimbly are you able to act and course-correct as conditions warrant? If you would like to learn more about Stronger Through Adversity and get your special 40% off pre-order offer head to strongerthroughadversity.com. Until next time, may you be Stronger Through Adversity by following the terrain.





















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