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Dr. Michelli discusses why mistake recovery has substantial impact on customer perceptions and on the future purchases of those consumers...
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OTROS EPISODIOS EN ESTE PODCAST
To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not rising. In this episode, Joseph Michelli makes the case that trust is the real currency of the AI era. Drawing on data from Edelman, Cisco, and Salesforce, he shows why transparency — not capability …
Recognition cuts burnout by 73% — yet fewer than one in four employees feel they get enough of it. In this episode, Joseph Michelli draws on Gallup-Workhuman and APA data to map the “seen/tracked line”: the moment technology shifts from noticing your people to watching them with a Ritz-Carlton less…
Why do we recommend some brands and never mention others? In this episode, Joseph Michelli traces the path from satisfied customer to vocal advocate — and finds belonging at its root. With Nielsen, Harvard Business Review, and Edelman data, plus the real story behind Airbnb’s “Belong Anywhere” stra…
AI use at work has nearly doubled — yet only 16% of employees say the tools they were handed help. In this episode, Joseph Michelli unpacks “the bolt-on trap”: dropping powerful AI onto jobs nobody redesigned, which removes no friction and quietly manufactures fear. Drawing on fresh Gallup data, he…
The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it served isn’t. Joseph Michelli makes the case that AI doesn’t rewrite great service; it raises the stakes on it. Through three enduring Ritz-Carlton standards — the Credo, the Motto, and the daily Lin…
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