Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience, The New Gold Standard, and the New York Times #1 bestseller Prescription for Excellence. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus. His new book is The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging (October 2019, McGraw Hill). Learn more at www.airbnbway.com.
Develop an “Otherness” Mindset: 4 Effective Strategies to Engage Your Customers
In a 1921 article for Vanity Fair, Robert Benchley observed that there are two classes of people: those who divide people into two classes and those who do not. From my vantage point, people can be divided into those who understand and practice “otherness” and those that do not. When I use the …
