Joseph Michelli is my guest this week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had Read More …
A short outline on how I think and practice Lean. I view Lean from the lens of PDCA sandwiched in between SDCA and EDCA. SDCA and PDCA prepare you to maximize EDCA or Design. I like to use the term EDCA learned from Graham Hill to designate the Explore aspect of Lean. I view it as Read More …
W. Edwards Deming was a visionary, whose tireless quest for the “truth” and unwavering belief in “continual improvement” led to a set of transformational theories and teachings that changed the way we think about quality, management and leadership. Throughout his career, he remained a gentleman devoted to family, supportive of colleagues and friends, and always Read More …
I’ve been there when it’s been ‘no decision’ and I’ve been on both sides. I think we all have. When I first look back, if I’m the sales guy, my first inclination is did I really do something wrong, or I didn’t really sell the product that I needed to sell. I didn’t point out Read More …
Leaders often look for a partner to help them educate and inspire their people to deliver memorable and profitable customer experiences. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books Read More …
Dave Brock (Partners in Excellence) is recognized as a thought leader, sales and marketing, new product introductions, and strategic partnering. Dave speaks frequently on a wide range of business, sales, leadership, and related topics. He has addressed audiences in more than 40 countries around the globe. He is featured in many leading publications, including Selling Power, CEO Express, ThinkSales, Read More …