In this episode," Dr. Joseph Michelli shares the story of "Joshie the Giraffe" at the Ritz-Carlton Amelia Island, illustrating the power of memorable experiences and their potential to inspire customer storytelling.
Excerpting from his book, "The New Gold Standard," Dr. Michelli shares how the hotel staff turned a child's distress over a lost toy into an enchanting adventure that went viral. Using this example, he emphasizes key lessons for businesses: the undeniable value of small, thoughtful gestures; the potency of inter-departmental collaboration; and the essence of fostering a customer-centric culture.
Dr. Michelli also underscores the significance of consistency in service and the importance of celebrating and sharing success stories. Through the lens of Joshie's adventure, he illuminates how the synthesis of individual initiative and collective effort can transform everyday incidents into legendary tales, prompting listeners to ponder their potential in crafting unparalleled customer experiences.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on enhancing memorable experiences can reach out to him directly.
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Stronger Through Adversity | Practice Employee Obsession
Stronger Through Adversity | Leave the Island
Stronger Through Adversity | Follow the Terrain
Stronger Through Adversity | Put Your Mask On First
Stronger Through Adversity | Born from Conversation
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Make it Technology-Aided and Human-Powered: Map the Hybrid Journey
Make it Technology-Aided and Human-Powered: Compassion in Action
Make it Technology-Aided and Human-Powered: Be Compassionate
Better Than Normal - The Entrepreneurial New Days
Better Than Normal | The Listening New Days
Better Than Normal | The Empathic New Days
Better Than Normal - The Vulnerable New Days
Better Than Normal | The Purposeful New Days
Better Than Normal – The Good New Days
It’s Emotional – Finding Comfort in Uncertainty
It’s Emotional – Now is the Time to Design
It’s Emotional – Flip the Feeling
It’s Emotional – Listen to the Feelings Behind the Words
It’s Emotional – Honor the Fear
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