Shows
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeTurning Complaints into OpportunitiesIn this episode, Dr. Joseph Michelli explores how leaders can transform customer complaints into opportunities for growth and enhanced loyalty. He discusses the importance of welcoming feedback through accessible channels, responding promptly, and listening without defensiveness to understand and resolve customer issues. Michelli highlights the value of turning complaints into insights to improve service and celebrates resolutions, reinforcing a responsive and caring company culture.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast...
2025-10-0203 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeTurning Complaints into OpportunitiesIn this episode, Dr. Joseph Michelli explores how leaders can transform customer complaints into opportunities for growth and enhanced loyalty. He discusses the importance of welcoming feedback through accessible channels, responding promptly, and listening without defensiveness to understand and resolve customer issues. Michelli highlights the value of turning complaints into insights to improve service and celebrates resolutions, reinforcing a responsive and caring company culture.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast...
2025-10-0203 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeStreamlining Operations for Service ExcellenceIn this episode, Dr. Joseph Michelli explores the crucial role of operational excellence in shaping customer experiences. He shares strategies for leaders to enhance service delivery by identifying bottlenecks, aligning technology with customer needs, empowering frontline staff, and regularly assessing key performance metrics. Michelli emphasizes the importance of balancing efficiency with empathy to ensure that operations meet technical standards and resonate emotionally with customers, fostering loyalty and referrals.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find...
2025-09-2503 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeStreamlining Operations for Service ExcellenceIn this episode, Dr. Joseph Michelli explores the crucial role of operational excellence in shaping customer experiences. He shares strategies for leaders to enhance service delivery by identifying bottlenecks, aligning technology with customer needs, empowering frontline staff, and regularly assessing key performance metrics. Michelli emphasizes the importance of balancing efficiency with empathy to ensure that operations meet technical standards and resonate emotionally with customers, fostering loyalty and referrals.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find...
2025-09-2503 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeSocial Media as a Tool for Customer EngagementIn this episode, Dr. Joseph Michelli explores the crucial role of social media in modern customer relationship management. He outlines practical strategies for enhancing engagement, including timely interactions, creating shareable and user-generated content, and building authentic connections. Michelli emphasizes that social media is not just a marketing tool but a dynamic platform for genuine dialogue that can foster brand loyalty and transform customers into brand advocates.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in...
2025-09-1803 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeSocial Media as a Tool for Customer EngagementIn this episode, Dr. Joseph Michelli explores the crucial role of social media in modern customer relationship management. He outlines practical strategies for enhancing engagement, including timely interactions, creating shareable and user-generated content, and building authentic connections. Michelli emphasizes that social media is not just a marketing tool but a dynamic platform for genuine dialogue that can foster brand loyalty and transform customers into brand advocates.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in...
2025-09-1803 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeCreating Memories Through Experiential BrandingIn this episode, Dr. Joseph Michelli discusses how experiential branding builds customer loyalty beyond the conventional metrics of product and price. He highlights strategies such as incorporating surprises, engaging the senses, leveraging storytelling, encouraging participation, and transforming transactions into memorable moments. Michelli asserts that memorable experiences forge emotional connections, making memories the true currency of customer loyalty.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
2025-09-1103 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeCreating Memories Through Experiential BrandingIn this episode, Dr. Joseph Michelli discusses how experiential branding builds customer loyalty beyond the conventional metrics of product and price. He highlights strategies such as incorporating surprises, engaging the senses, leveraging storytelling, encouraging participation, and transforming transactions into memorable moments. Michelli asserts that memorable experiences forge emotional connections, making memories the true currency of customer loyalty.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
2025-09-1103 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeSimplifying Excellence in Service DesignIn this episode, Dr. Joseph Michelli explores the power of simplicity in crafting loyalty-building customer experiences. He emphasizes the importance of auditing the customer journey, standardizing key interactions, empowering frontline staff, and thoughtfully leveraging technology to ensure each customer interaction is intentional and impactful. Michelli explains how reducing complexity can enhance customer engagement, alleviate employee stress, and establish a foundation of transactional trust.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please...
2025-09-0403 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeSimplifying Excellence in Service DesignIn this episode, Dr. Joseph Michelli explores the power of simplicity in crafting loyalty-building customer experiences. He emphasizes the importance of auditing the customer journey, standardizing key interactions, empowering frontline staff, and thoughtfully leveraging technology to ensure each customer interaction is intentional and impactful. Michelli explains how reducing complexity can enhance customer engagement, alleviate employee stress, and establish a foundation of transactional trust.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please...
2025-09-0403 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeServant Leadership in Cross-Generational Teams
In this episode, Dr. Joseph Michelli delves into the challenges and opportunities presented by today's generationally diverse workforce. He outlines how servant leadership, focusing on serving others, is exceptionally suited to bridging the generational gaps within modern workplaces. Michelli discusses practical strategies for adapting communication styles, encouraging cross-generational mentorship, fostering inclusivity, promoting work-life balance, and focusing on shared goals to create a collaborative and thriving work environment.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this p...
2025-08-2102 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeServant Leadership in Cross-Generational Teams
In this episode, Dr. Joseph Michelli delves into the challenges and opportunities presented by today's generationally diverse workforce. He outlines how servant leadership, focusing on serving others, is exceptionally suited to bridging the generational gaps within modern workplaces. Michelli discusses practical strategies for adapting communication styles, encouraging cross-generational mentorship, fostering inclusivity, promoting work-life balance, and focusing on shared goals to create a collaborative and thriving work environment.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this p...
2025-08-2102 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeProactive Customer Service StrategiesIn this episode, Dr. Joseph Michelli explores the power of proactive customer service in creating outstanding customer experiences. By anticipating customer needs and addressing potential issues before they escalate, businesses can foster loyalty, reduce friction, and build trust. Michelli highlights the importance of monitoring customer behavior, training teams to recognize and respond to subtle cues, and implementing follow-ups that enhance customer support. He also discusses how leveraging technology, such as automated alerts and AI-powered tools, can facilitate proactive engagement, ultimately transforming the customer service landscape into seamless and customer-focused.
Listeners can access a detailed infographic based on...
2025-08-1404 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeProactive Customer Service StrategiesIn this episode, Dr. Joseph Michelli explores the power of proactive customer service in creating outstanding customer experiences. By anticipating customer needs and addressing potential issues before they escalate, businesses can foster loyalty, reduce friction, and build trust. Michelli highlights the importance of monitoring customer behavior, training teams to recognize and respond to subtle cues, and implementing follow-ups that enhance customer support. He also discusses how leveraging technology, such as automated alerts and AI-powered tools, can facilitate proactive engagement, ultimately transforming the customer service landscape into seamless and customer-focused.
Listeners can access a detailed infographic based on...
2025-08-1404 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeEngaging Customers Through PersonalizationIn this episode, Dr. Joseph Michelli highlights the critical role of personalization in modern business, setting the stage for his new book, "All Business is Personal." He discusses how leveraging customer data responsibly can transform how businesses engage with their customers, making each interaction feel uniquely tailored and meaningful. Key strategies include humanizing automation to keep personal touches alive and empowering frontline staff with the right tools to deliver personalized service. Dr. Michelli urges leaders to reflect on their personalization strategies and create genuinely individualized customer experiences that foster loyalty and deepen relationships.
Listeners can access a...
2025-07-3103 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEngaging Customers Through PersonalizationIn this episode, Dr. Joseph Michelli highlights the critical role of personalization in modern business, setting the stage for his new book, "All Business is Personal." He discusses how leveraging customer data responsibly can transform how businesses engage with their customers, making each interaction feel uniquely tailored and meaningful. Key strategies include humanizing automation to keep personal touches alive and empowering frontline staff with the right tools to deliver personalized service. Dr. Michelli urges leaders to reflect on their personalization strategies and create genuinely individualized customer experiences that foster loyalty and deepen relationships.
Listeners can access a...
2025-07-3103 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Storytelling in Customer Engagement
In this episode, Dr. Joseph Michelli delves into the transformative power of storytelling in business, highlighting how stories can forge deep emotional connections with customers and employees. He shares actionable strategies for leaders to leverage storytelling effectively, from sharing the brand’s origin story to celebrating customer successes and empowering employees to share their experiences. Dr. Michelli stresses the importance of creating content that resonates and evokes emotions, transforming listeners into brand advocates, and fostering a community around shared narratives.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to spe...
2025-07-2403 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Storytelling in Customer Engagement
In this episode, Dr. Joseph Michelli delves into the transformative power of storytelling in business, highlighting how stories can forge deep emotional connections with customers and employees. He shares actionable strategies for leaders to leverage storytelling effectively, from sharing the brand’s origin story to celebrating customer successes and empowering employees to share their experiences. Dr. Michelli stresses the importance of creating content that resonates and evokes emotions, transforming listeners into brand advocates, and fostering a community around shared narratives.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to spe...
2025-07-2403 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeConsistency Across Multi-Location Customer ServiceIn this episode, Dr. Joseph Michelli explores the crucial role of consistency in customer experience across multiple business locations, drawing on examples from renowned brands like Starbucks and The Ritz-Carlton Hotel Company. He outlines strategies for achieving uniformity in service quality, including standardizing training programs, leveraging technology for oversight, and empowering local managers to adapt to regional needs while maintaining core brand values. Dr. Michelli emphasizes the importance of regular performance monitoring and fostering a unified company culture to ensure customers receive the same high-quality service at every touchpoint.
Listeners can access a detailed infographic based on...
2025-07-1704 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeConsistency Across Multi-Location Customer ServiceIn this episode, Dr. Joseph Michelli explores the crucial role of consistency in customer experience across multiple business locations, drawing on examples from renowned brands like Starbucks and The Ritz-Carlton Hotel Company. He outlines strategies for achieving uniformity in service quality, including standardizing training programs, leveraging technology for oversight, and empowering local managers to adapt to regional needs while maintaining core brand values. Dr. Michelli emphasizes the importance of regular performance monitoring and fostering a unified company culture to ensure customers receive the same high-quality service at every touchpoint.
Listeners can access a detailed infographic based on...
2025-07-1704 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeServant Leadership in Crisis ManagementIn this episode, Dr. Joseph Michelli delves into leadership during crises, sharing insights from his book "Stronger Through Adversity," based on conversations with over 140 leaders during the pandemic. He emphasizes the importance of frequent communication, prioritizing team well-being, and modeling calm and optimism. Leaders can navigate uncertainty and inspire resilience by empowering others to act, adapting quickly, and celebrating small wins. Dr. Michelli challenges listeners to reflect on their communication effectiveness, emotional support for their team, and their crisis management behaviors.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting...
2025-07-1003 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeServant Leadership in Crisis ManagementIn this episode, Dr. Joseph Michelli delves into leadership during crises, sharing insights from his book "Stronger Through Adversity," based on conversations with over 140 leaders during the pandemic. He emphasizes the importance of frequent communication, prioritizing team well-being, and modeling calm and optimism. Leaders can navigate uncertainty and inspire resilience by empowering others to act, adapting quickly, and celebrating small wins. Dr. Michelli challenges listeners to reflect on their communication effectiveness, emotional support for their team, and their crisis management behaviors.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting...
2025-07-1003 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding Trust as the Foundation for Customer Loyalty
In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong advocates.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this p...
2025-07-0304 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding Trust as the Foundation for Customer Loyalty
In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong advocates.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this p...
2025-07-0304 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeDesigning “Wow” Moments in Customer InteractionsIn this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that enhance loyalty and advocacy. Dr. Michelli emphasizes training teams to recognize and seize opportunities for delight and balance consistent service and unexpected pleasures to surprise and engage customers.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If...
2025-06-2604 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeDesigning “Wow” Moments in Customer InteractionsIn this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that enhance loyalty and advocacy. Dr. Michelli emphasizes training teams to recognize and seize opportunities for delight and balance consistent service and unexpected pleasures to surprise and engage customers.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If...
2025-06-2604 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpowering Employees to Deliver Superior Service
In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and encouraging initiative, leaders can enhance their team's ability to excel in customer interactions. Dr. Michelli emphasizes the importance of building a supportive environment where employees feel valued and trusted, which drives innovation and service excellence.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to s...
2025-06-1904 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpowering Employees to Deliver Superior Service
In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and encouraging initiative, leaders can enhance their team's ability to excel in customer interactions. Dr. Michelli emphasizes the importance of building a supportive environment where employees feel valued and trusted, which drives innovation and service excellence.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to s...
2025-06-1904 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpathy as the Core of Servant Leadership
In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understanding—it involves feeling with others to build trust, inspire, and create a supportive environment. This episode offers leaders strategies to cultivate empathy actively and expand their practice beyond their immediate teams to encompass customers and other stakeholders.
Listeners can obtain a detailed infographic based on this podcast from Jos...
2025-06-1204 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpathy as the Core of Servant Leadership
In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understanding—it involves feeling with others to build trust, inspire, and create a supportive environment. This episode offers leaders strategies to cultivate empathy actively and expand their practice beyond their immediate teams to encompass customers and other stakeholders.
Listeners can obtain a detailed infographic based on this podcast from Jos...
2025-06-1204 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Recognition in Building Employee LoyaltyIn this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of consistent and public acknowledgment in building a positive workplace culture where employees feel genuinely valued and connected.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this...
2025-06-0502 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Recognition in Building Employee LoyaltyIn this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of consistent and public acknowledgment in building a positive workplace culture where employees feel genuinely valued and connected.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this...
2025-06-0502 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Emotional Intelligence in Team CohesionIn this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict resolution, emphasizing that these skills are crucial for fostering open communication and team cohesion.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, pl...
2025-05-2903 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Emotional Intelligence in Team CohesionIn this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict resolution, emphasizing that these skills are crucial for fostering open communication and team cohesion.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, pl...
2025-05-2903 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Art of Listening: Elevating Customer and Employee ExperiencesIn this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective listening can build trust, foster collaboration, and drive meaningful action, ultimately strengthening team and customer relationships.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please l...
2025-05-2202 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Art of Listening: Elevating Customer and Employee ExperiencesIn this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective listening can build trust, foster collaboration, and drive meaningful action, ultimately strengthening team and customer relationships.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please l...
2025-05-2202 min
cityCURRENT Radio ShowDr. Joseph Michelli highlights new book, "All Business Is Personal"Host Jeremy C. Park talks with Dr. Joseph A. Michelli, an internationally sought-after speaker, bestselling author, and organizational consultant who highlights his new book, "All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement." The book currently is available for pre-purchase with a release date of May 13, 2025 by BenBella Books.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. Some of his other books include "Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on ThrivingDuring the Toughest Challenges," "The Airbnb Way: 5 Leadership...
2025-05-2216 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhen Things Go Wrong: Winning Customer Loyalty Through Service RecoveryIn this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company’s commitment to exceptional service.
Listeners can obtain a detailed infographic ba...
2025-04-2403 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhen Things Go Wrong: Winning Customer Loyalty Through Service RecoveryIn this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company’s commitment to exceptional service.
Listeners can obtain a detailed infographic ba...
2025-04-2403 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeMapping the Moments That Matter in Customer JourneysIn this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally...
2025-04-1004 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeMapping the Moments That Matter in Customer JourneysIn this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally...
2025-04-1004 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Storytelling in Building Brand LoyaltyIn this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining consistency across all channels. He also stresses the importance of making customers the heroes of your brand's stories, deepening engagement and loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you...
2025-04-0303 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Storytelling in Building Brand LoyaltyIn this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining consistency across all channels. He also stresses the importance of making customers the heroes of your brand's stories, deepening engagement and loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you...
2025-04-0303 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding a Culture of Innovation Through EmpowermentIn this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success by enabling employees to take ownership of their ideas and decisions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to...
2025-03-2703 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding a Culture of Innovation Through EmpowermentIn this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success by enabling employees to take ownership of their ideas and decisions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to...
2025-03-2703 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Emotional Intelligence in Exceptional Leadership
In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture.
Dr. Michelli highlights that an emotionally intelligent leader excels in managing relationships and inspiring and motivating others, ultimately enhancing team performance and organizational success.
Listeners can obtain a detailed infographic based on this podcast from Jos...
2025-03-2003 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Role of Emotional Intelligence in Exceptional Leadership
In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture.
Dr. Michelli highlights that an emotionally intelligent leader excels in managing relationships and inspiring and motivating others, ultimately enhancing team performance and organizational success.
Listeners can obtain a detailed infographic based on this podcast from Jos...
2025-03-2003 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Long Game: Building Sustainable Customer LoyaltyIn this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in depth in "The Starbucks Experience." Dr. Michelli emphasizes that loyalty is cultivated over time through trust, value, and emotional resonance, stressing the importance of acting on customer feedback and investing in community causes that reflect the brand’s values.
Listeners can access a detailed infographic based on this podcast from Joseph's webs...
2025-03-1303 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Long Game: Building Sustainable Customer LoyaltyIn this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in depth in "The Starbucks Experience." Dr. Michelli emphasizes that loyalty is cultivated over time through trust, value, and emotional resonance, stressing the importance of acting on customer feedback and investing in community causes that reflect the brand’s values.
Listeners can access a detailed infographic based on this podcast from Joseph's webs...
2025-03-1303 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpathy: The Heart of Exceptional LeadershipIn this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer satisfaction.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find v...
2025-03-0603 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmpathy: The Heart of Exceptional LeadershipIn this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer satisfaction.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find v...
2025-03-0603 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding Loyalty Beyond Transactions: The Power of Shared Values
In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs. Dr. Michelli highlights strategies for building trust and celebrating customer advocates to reinforce their importance to the brand.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you...
2025-02-2703 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBuilding Loyalty Beyond Transactions: The Power of Shared Values
In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs. Dr. Michelli highlights strategies for building trust and celebrating customer advocates to reinforce their importance to the brand.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you...
2025-02-2703 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeHow AI Enhances Customer Experience Without Losing the Human Touch
In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz, Dr. Michelli shares actionable insights on how businesses can leverage AI for efficiency while maintaining the genuine human connections that customers cherish. He discusses the importance of AI in handling routine tasks, enriching employee capabilities with AI insights, ensuring AI tools reflect the brand’s personality, and maintaining clear pathways for customers to reach human support.
Listeners can access a detailed infographic based on this podcast fr...
2025-02-2004 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeHow AI Enhances Customer Experience Without Losing the Human Touch
In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz, Dr. Michelli shares actionable insights on how businesses can leverage AI for efficiency while maintaining the genuine human connections that customers cherish. He discusses the importance of AI in handling routine tasks, enriching employee capabilities with AI insights, ensuring AI tools reflect the brand’s personality, and maintaining clear pathways for customers to reach human support.
Listeners can access a detailed infographic based on this podcast fr...
2025-02-2004 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating the Talent War: How to Attract Top Talent in a Competitive Landscape
In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz. He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and maintaining flexibility—all crucial for standing out in today's competitive job market. Dr. Michelli highlights the importance of transparency and the thoughtful use of technology in recruitment, emphasizing that a genuine commitment to an employee-oriented culture is key to attracting quality talent.
Listeners can obtain a detailed infographic based on thi...
2025-02-1303 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating the Talent War: How to Attract Top Talent in a Competitive Landscape
In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz. He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and maintaining flexibility—all crucial for standing out in today's competitive job market. Dr. Michelli highlights the importance of transparency and the thoughtful use of technology in recruitment, emphasizing that a genuine commitment to an employee-oriented culture is key to attracting quality talent.
Listeners can obtain a detailed infographic based on thi...
2025-02-1303 min
UltraGrowthAI, Culture & Leadership: The Future of Service - Joseph Michelli | EP134In today’s business world, customer experience (CX) is more important than ever. In a recent interview with Joseph Michelli, a leading expert in customer experience and organizational culture, we explored how AI, culture, and leadership shape exceptional service.
While AI tools like chatbots can improve efficiency, Michelli emphasizes that AI cannot replace human connection in CX. Automation can handle routine tasks, but real customer loyalty comes from personal, empathetic interactions that only humans can provide.
A company’s culture directly impacts its customer service. Michelli explains that when employees are aligned with the company’s valu...
2025-02-0441 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeSustainable Growth: Balancing Expansion and ExcellenceIn this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr. Michelli highlights how sustainable exceptional customer experiences drive growth and involve balancing expanding revenues and nurturing relationships.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find valu...
2025-01-3003 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeSustainable Growth: Balancing Expansion and ExcellenceIn this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr. Michelli highlights how sustainable exceptional customer experiences drive growth and involve balancing expanding revenues and nurturing relationships.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find valu...
2025-01-3003 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Loyalty Equation: How to Turn Transactions Into AdvocacyIn this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively promote and support your company.
Key strategies covered include consistently exceeding customer expectations, fostering emotional connections, and offering authentic, meaningful rewards for loyalty. Dr. Michelli emphasizes the role of frontline employees in shaping customer perceptions and the significance of empowering these team members to deliver exceptional service.
Addi...
2025-01-2303 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Loyalty Equation: How to Turn Transactions Into AdvocacyIn this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively promote and support your company.
Key strategies covered include consistently exceeding customer expectations, fostering emotional connections, and offering authentic, meaningful rewards for loyalty. Dr. Michelli emphasizes the role of frontline employees in shaping customer perceptions and the significance of empowering these team members to deliver exceptional service.
Addi...
2025-01-2303 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe AI Advantage in Customer Experience: Balancing Automation and Empathy
In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships.
Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI a...
2025-01-1604 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe AI Advantage in Customer Experience: Balancing Automation and Empathy
In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships.
Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI a...
2025-01-1604 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeCustomer Experience Predictions for 2025: Insights from the FieldIn this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also foresees a shift from transactional to emotional loyalty programs and highlights the growing importance of sustainability in consumer choices.
Further, he emphasizes hyper-local personalization, proactive customer care, and the critical linkage between customer experience (CX) and employee experience (EX), which contributes to superior service. The discussion includes the...
2025-01-0906 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeCustomer Experience Predictions for 2025: Insights from the FieldIn this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also foresees a shift from transactional to emotional loyalty programs and highlights the growing importance of sustainability in consumer choices.
Further, he emphasizes hyper-local personalization, proactive customer care, and the critical linkage between customer experience (CX) and employee experience (EX), which contributes to superior service. The discussion includes the...
2025-01-0906 min
Rethink CultureS03E05 Culture Lessons from Airbnb to Zappos, with Joseph Michelli PhD“You see companies: “I'm going to put a… ping pong table in the break room… and I'm going to have a massage therapist come in and do chair massages…” Those are all nice amenities, but they aren't culture… Culture… is the force that keeps everything together… Some people never get that, they never understand this is necessary… But if… they want to stick around for a while… they need to create a workplace that the people want to come back to every single day… You're going to be alone unless you understand that the only way you create anything is through people… Do you...
2024-11-0840 min
The Happiness Practices with Phil GerbyshakCustomer Magic with Joseph MichelliIn a recent episode of the Sales Leadership Show, Phil Gerbyshak interviewed Joseph Michelli, author of Customer Magic. Michelli shared valuable insights on customer service and leadership, emphasizing that the best advice he ever received was from his parents, who taught him that his purpose in life is to create value for others. This principle of service has shaped Michelli's career and philosophy, particularly in his latest book, Customer Magic.The book was inspired by a unique experience Michelli had with an Australian telecommunications company. Initially skeptical about their genuine commitment to customer service, Michelli was impressed...
2024-09-0321 min
Healthcare Leadership ExcellenceEpisode 89: Leading With Love, Humor, and Transparency with Dr. Joseph MichelliIn this episode, I have the pleasure of having Dr. Joseph Michelli, a New York Times bestselling author, in our podcast for the third time. We pick up from our last discussion with a profound thought from Dr. Michelli: "Leading is loving." He elaborates on how transparency, honesty, kindness, good stewardship, and even humor play pivotal roles in business. Dr. Michelli underscores that driving profits begins with creating value for others.Dr. Michelli highlights the necessity of transparency in leadership, explaining how being clear and honest, even about uncertainties, builds trust. We also touch on the role...
2024-06-1052 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating Challenges: Lessons from Starbucks' Recent Performance MissIn this episode, Dr. Joseph Michelli examines Starbucks’ recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to adapt and position itself for recovery.
Drawing on his extensive experience with the company and insights from his books, "The Starbucks Experience" and "Leading the Starbucks Way," Michelli outlines key lessons applicable to any business leader. The podcast delves into strategies such as continuously innovating to stay relevant, understanding market dynamics, enhancing cu...
2024-06-0605 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating Challenges: Lessons from Starbucks' Recent Performance MissIn this episode, Dr. Joseph Michelli examines Starbucks’ recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to adapt and position itself for recovery.
Drawing on his extensive experience with the company and insights from his books, "The Starbucks Experience" and "Leading the Starbucks Way," Michelli outlines key lessons applicable to any business leader. The podcast delves into strategies such as continuously innovating to stay relevant, understanding market dynamics, enhancing cu...
2024-06-0605 min
Business Transformation Pitch with The CX GoalkeeperTHE BEST OF THE BEST: THE ART OF EXCELLENCE with Joseph MichelliDive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences. About Joseph: Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all...
2024-05-2723 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeCreate a Zappified Customer Experience - 5 Service Steps Courtesy of ZapposIn this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW.
The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchmark in customer experience.
Joseph spotlights key elements such as:
the importance of a warm greeting,
creating personal emotional connections,
resourceful service,
effective information exchange, and
memorable conclusions to customer interactions.
Michelli discusses how Zappos transformed its contact center from a cost...
2024-02-0803 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeCreate a Zappified Customer Experience - 5 Service Steps Courtesy of ZapposIn this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW.
The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchmark in customer experience.
Joseph spotlights key elements such as:
the importance of a warm greeting,
creating personal emotional connections,
resourceful service,
effective information exchange, and
memorable conclusions to customer interactions.
Michelli discusses how Zappos transformed its contact center from a cost...
2024-02-0803 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeSilo Busting Your Way to Customer Loyalty and ReferralsIn this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience.
The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners with practical, actionable strategies to break down these barriers.
Michelli emphasizes the importance of creating cross-functional teams, developing a unified customer view through CRM systems, empowering employees...
2024-02-0104 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeSilo Busting Your Way to Customer Loyalty and ReferralsIn this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience.
The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners with practical, actionable strategies to break down these barriers.
Michelli emphasizes the importance of creating cross-functional teams, developing a unified customer view through CRM systems, empowering employees...
2024-02-0104 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeDriving Customer Experience through PersonalizationIn this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty.
Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six actionable tips for enhancing personalized customer experiences. These include:
defining the target audience,
developing detailed customer profiles,
analyzing existing data for insights,
identifying key touchpoints,
testing personalized content, and
measuring the impact of these strategies.
Through this episode, listeners gain an understanding of the importance of personalization in...
2024-01-1803 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeDriving Customer Experience through PersonalizationIn this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty.
Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six actionable tips for enhancing personalized customer experiences. These include:
defining the target audience,
developing detailed customer profiles,
analyzing existing data for insights,
identifying key touchpoints,
testing personalized content, and
measuring the impact of these strategies.
Through this episode, listeners gain an understanding of the importance of personalization in...
2024-01-1803 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeStarbucks - A Guide to Fostering Customer ConnectionIn this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks.
Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience.
The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These principles highlight Starbucks' unique approach to creating a welcoming and familiar ambiance, building deep emotional connections with customers, and staying ahead in the market through thoughtful innovation.
2024-01-1104 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeStarbucks - A Guide to Fostering Customer ConnectionIn this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks.
Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience.
The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These principles highlight Starbucks' unique approach to creating a welcoming and familiar ambiance, building deep emotional connections with customers, and staying ahead in the market through thoughtful innovation.
2024-01-1104 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe 2024 Customer Experience Thrill Ride: Trends, Projections & TipsIn this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions.
He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode offers Joseph's projections for 2024, including the anticipated rise of voice and conversational interfaces and augmented reality in retail.
Dr. Michelli also addresses the growing importance of customer privacy and...
2024-01-0405 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe 2024 Customer Experience Thrill Ride: Trends, Projections & TipsIn this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions.
He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode offers Joseph's projections for 2024, including the anticipated rise of voice and conversational interfaces and augmented reality in retail.
Dr. Michelli also addresses the growing importance of customer privacy and...
2024-01-0405 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeHow to Finish the Year Refreshed & Engaged - Reflecting and RevitalizingIn this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season.
Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activities that align with personal values, and being a peacemaker among friends and family. He emphasizes the power of small gestures like a sincere smile and recognizing the unique humanity in every customer interaction, advocating for creating joyous experiences for team members, customers, family, and friends.
...
2023-12-2104 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeHow to Finish the Year Refreshed & Engaged - Reflecting and RevitalizingIn this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season.
Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activities that align with personal values, and being a peacemaker among friends and family. He emphasizes the power of small gestures like a sincere smile and recognizing the unique humanity in every customer interaction, advocating for creating joyous experiences for team members, customers, family, and friends.
...
2023-12-2104 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating the Holiday Rush with a Relationship-First ApproachIn this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections.
Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers.
The installment provides insights into how an attentive approach by staff can significantly enhance the customer's shopping experience. It also addresses the importance of leadership in nurturing employees and cu...
2023-12-1404 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeNavigating the Holiday Rush with a Relationship-First ApproachIn this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections.
Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers.
The installment provides insights into how an attentive approach by staff can significantly enhance the customer's shopping experience. It also addresses the importance of leadership in nurturing employees and cu...
2023-12-1404 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBalancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & ReferralsIn this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. The true magic happens when the human touch seamlessly integrates with these tools, leading to elevated customer satisfaction.
From the vantage of the Michelli Experience, he touches upon the...
2023-11-0905 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBalancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & ReferralsIn this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. The true magic happens when the human touch seamlessly integrates with these tools, leading to elevated customer satisfaction.
From the vantage of the Michelli Experience, he touches upon the...
2023-11-0905 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhy You Must Overcome Continuous Partial Attention & How to Do It!In this enlightening episode of "Customer Experience University," Dr. Joseph Michelli addresses a crucial but often overlooked challenge in the realm of customer service - "continuous partial attention." Former Apple & Microsoft executive Linda Stone coined this term to describe the habit of frequently splitting our attention between multiple sources, often due to digital distractions.
Dr. Michelli presents an in-depth exploration of how "continuous partial attention" can severely undermine service quality and customer satisfaction. More importantly, he provides actionable strategies for overcoming this pervasive problem:
Adopt the "Fully Present Rule": Learn why dedicating your complete attention...
2023-07-2704 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhy You Must Overcome Continuous Partial Attention & How to Do It!In this enlightening episode of "Customer Experience University," Dr. Joseph Michelli addresses a crucial but often overlooked challenge in the realm of customer service - "continuous partial attention." Former Apple & Microsoft executive Linda Stone coined this term to describe the habit of frequently splitting our attention between multiple sources, often due to digital distractions.
Dr. Michelli presents an in-depth exploration of how "continuous partial attention" can severely undermine service quality and customer satisfaction. More importantly, he provides actionable strategies for overcoming this pervasive problem:
Adopt the "Fully Present Rule": Learn why dedicating your complete attention...
2023-07-2704 min
The NEXT Academy🦁 The New Gold Standard with Author and Organizational Consultant Joseph Michelli - March 2022 🦁Today we are diving into a classic by Dr. Joseph Michelli - The New Gold Standard - 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz Carlton Hotel Company. In today’s episode we are afforded the incredible opportunity to have Joseph (a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author) join us to help weave some of these concepts into the fabric of the Construction Industry and to explain how the Ritz Carlton's fanatical customer-centric approach helped build the empire of consistency that you see today. Joseph is an...
2022-03-2329 min
Listen to the Best Audiobooks in Self-Improvement, Career DevelopmentStronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges by Joseph MichelliPlease visit https://thebookvoice.com/podcasts/1/audiobook/528141 to listen full audiobooks. Title: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges Author: Joseph Michelli Narrator: Joseph Michelli Format: Unabridged Audiobook Length: 8 hours 29 minutes Release date: July 27, 2021 Genres: Career Development Publisher's Summary: COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli-the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies-went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were...
2021-07-2730 min
The Self-Employed Life648: Joseph Michelli - Stronger Through AdversityMost of us have faced some kind of adversity in our life but the current crisis of the pandemic has taken over the entire world this year. It's apparent there is still a long road ahead but for now there is an opportunity to grow stronger in your business. We all what to have an impact in some way and the people who are thriving at this time are the ones trying to make an impact. It's important to widen your perspective by reaching out to others for creative energy and force. This time has been very lonely for most o...
2020-12-3037 min
Business BookshelfJoseph Michelli - Author of "Stronger Through Adversity"Episode 104 of the Business Bookshelf - Joseph Michelli - Author of "Stronger Through Adversity".
Today our guest is Joseph Michelli.
Joseph is a professional In-Person and Virtual Speaker on Leadership, Employee Engagement, Customer Experience, Customer Loyalty, and Consumer Advocacy. He is a New York Times #1 Bestselling Author of Books including The Airbnb Way, Driven to Delight, Leading the Starbucks Way, The Zappos Experience, The Starbucks Experience, Prescription for Excellence, The New Gold Standard, and When Fish Fly.
Today we are talking to Joseph about his new book “Stronger Through Adversity: World-Class Leaders Share Pan...
2020-12-2625 min
ChangeMakersDr. Joseph Michelli - Leadership Lessons to Thrive Beyond the Greatest Business Crisis in Modern HistoryJoseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other ti...
2020-12-0945 min
Marketing to MillionairesEP 036 Dr. Joseph Michelli: The Gold Standard in Customer ServiceMy guest, Dr. Joseph Michelli is a world renown speaker, author and consultant who shares his knowledge of exceptional business practices with corporate leaders to develop productive workplaces with a focus on customer experiences.
He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. One of my favorite books he wrote is The New Gold Standard. It’s a must for training my team to specifically learn how to adopt the principles of the Ritz-Carlton level of customer care and service, which is essential for servicing our affluent clientele.
Our discussion starts with...
2020-11-1127 min
CorporalityConversations with Priya EP #10: Customer expectations with Dr. Joseph Michelli | PodcastPriya Mishra has a chat with Dr. Joseph Michelli on customer psychology, customer expectations and how current technology helps improve the customer experience . Other topics covered are, the value proposition of emerging corporate leaderships in a post Covid-19 world, " The Michelli experience", customer engagements, expectations for a post covid scenario and much more. 📚 ABOUT DR. JOSEPH MICHELLI 📚 Dr.Joseph Michelli, is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. Dr. Michelli, is a Wall Street Journal, USA...
2020-10-2924 min
Crown Council Mentor of the MonthJoseph Michelli "The Airbnb Way"Crown Council Mentor of the Month: Joseph Michelli
In addition to being a New York Times #1 bestselling author of books about world-class customer experience providers (e.g., Starbucks, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market), Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant.
Dr. Michelli has been recognized as a Certified Speaking Professional (CSP) by the National Speakers Association and as one of the Top 10 thought leaders in Customer Service by Global Gurus.
Dr. Michelli transfers his knowledge of exceptional business practices through keynote...
2019-10-0834 minThe Self-Employed Life256: Joseph Michelli- How to Improve Your Business Creating an exceptional and unique customer experience may be one of the best differentiators of your business today. It can help you stand out in your market, your industry, or even in the world, if that's what you choose. In today's episode, plan on learning lessons from the leading Customer Service brands in the world, Mercedes Benz. Joseph Michelli is an internationally sought after speaker, author, and organizational consultant with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately, in all aspects of their lives. Dr. Michelli...
2017-01-1836 min
Crack the Customer Code094: Joseph Michelli, Becoming Customer-ObsessedBecoming a customer-obsessed organization can seem impossible for many well-established companies. Fortunately, today’s guest has had a front-row view of some astounding transformations.
Is it time for a customer experience overhaul?
Today’s guest has made a name for himself exploring some of the world’s greatest customer experience brands and giving an insider’s view of how they have successfully turned their customer experiences around.
Joseph Michelli tells some amazing stories of companies that have adopted and mastered the art of “customer-obsession.” These brands have given Joseph exclusive access to various stages of th...
2016-02-2520 min