Shows
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 minHealthcare Leadership ExcellenceEpisode 88: Leading Through Calm and Crisis with Dr. Joseph MichelliIn the latest episode of Healthcare Leadership Excellence, I have the pleasure of welcoming back Dr. Joseph Michelli, a renowned expert on customer experience and a New York Times bestselling author. Dr. Michelli's work spans insights from companies like Mercedes-Benz, Starbucks, Airbnb, and Ritz Carlton, where he delves deep into their customer engagement strategies. During the pandemic, he wrote "Stronger Through Adversity," a comprehensive guide on navigating crises, drawing from decades of experience and 140 interviews with top leaders such as Brian Cornell of Target and Hans Vestberg of Verizon.Dr. Michelli and I discuss the critical importance...2024-06-0343 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipTHE 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...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 TimeEmotional Economics: Crafting Deeper Connections with Those You ServeIn this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions.
Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries...2023-10-1205 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmotional Economics: Crafting Deeper Connections with Those You ServeIn this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions.
Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries...2023-10-1205 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeA Guide to Memorable Customer Experiences: Forget Heroism - Focus on Thoughtful CollaborationIn 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...2023-10-0504 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeA Guide to Memorable Customer Experiences: Forget Heroism - Focus on Thoughtful CollaborationIn 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...2023-10-0504 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmotional & Cultural Value: Lessons from Inca Cola & StarbucksIn this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Originally developed in 1935, Inca Kola was more than just a refreshing drink for the locals; it encapsulated the essence of Peruvian pride and heritage. Despite Coca-Cola's colossal global presence, they faced stiff resistance from Inca Kola, highlighting the power of emotional and cultural value in branding and experience delivery.
Drawing parallels, Dr. Michelli cites the example of Starbucks' iconic red winter cups, a brand he's intimately familiar with. These cups, much like Inca...2023-09-1404 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeEmotional & Cultural Value: Lessons from Inca Cola & StarbucksIn this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Originally developed in 1935, Inca Kola was more than just a refreshing drink for the locals; it encapsulated the essence of Peruvian pride and heritage. Despite Coca-Cola's colossal global presence, they faced stiff resistance from Inca Kola, highlighting the power of emotional and cultural value in branding and experience delivery.
Drawing parallels, Dr. Michelli cites the example of Starbucks' iconic red winter cups, a brand he's intimately familiar with. These cups, much like Inca...2023-09-1404 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeKeeping Brand Promises - Delivering Experiences that Drive ReferralsIn this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an intricate reflection of what people - both employees and customers - think and say about a business. He lays out critical considerations, starting with the notion that brands represent either promises kept or broken. The strength of a brand is gauged by the experiences supporting it. No amount of marketing can rectify consistently broken promises.
Michelli introduces the C.R.U.D framework, a measure of brand strength. Brands should be Credible...2023-09-0704 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeKeeping Brand Promises - Delivering Experiences that Drive ReferralsIn this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an intricate reflection of what people - both employees and customers - think and say about a business. He lays out critical considerations, starting with the notion that brands represent either promises kept or broken. The strength of a brand is gauged by the experiences supporting it. No amount of marketing can rectify consistently broken promises.
Michelli introduces the C.R.U.D framework, a measure of brand strength. Brands should be Credible...2023-09-0704 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
Getting to Aha! with Darshan Mehta[Greatest Hits] Appreciate and Humanize Your Customers with Joseph Michelli, CEO of The Michelli ExperienceIn this episode of Getting to Aha!, Darshan Mehta is joined by Joseph Michelli, Chief Executive Officer of The Michelli Experience. They discuss Joseph’s aha! journey; why you should tap into your natural curiosity; how business leaders coped with the pandemic; and why you should always listen to your employees. They also delved into the importance of humanizing your customers, as well as what it truly means to be a brand!Joseph is an internationally sought-after speaker, psychologist, author, and organizational consultant. He passes on his knowledge in ways that encourage workplaces to be joyful and productive, fo...2023-07-2135 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBeyond Good Intentions - Keys to Executing for CustomersIn this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned customer service and the reality of execution. Drawing from a real-life example, he dissects how promising service intentions often break down in the face of practical application and highlights key lessons to navigate this frequent challenge.
In "Beyond Good Intentions - Keys to Executing for Customers," you'll explore six concepts including:
The Power of Communication: Uncover why clear and consistent communication is vital in managing customer expectations and rectifying issues, and
The Difference Between Trying...2023-07-1303 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBeyond Good Intentions - Keys to Executing for CustomersIn this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned customer service and the reality of execution. Drawing from a real-life example, he dissects how promising service intentions often break down in the face of practical application and highlights key lessons to navigate this frequent challenge.
In "Beyond Good Intentions - Keys to Executing for Customers," you'll explore six concepts including:
The Power of Communication: Uncover why clear and consistent communication is vital in managing customer expectations and rectifying issues, and
The Difference Between Trying...2023-07-1303 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeUnearthing Timeless Customer Experience Wisdom - Lessons from P.T. BarnumIn this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business millionaire, and what he can teach us about designing unforgettable customer experiences. Inspired by Scott Mckain's book, "All Business is Show Business," Dr. Michelli delves into P.T. Barnum's "The Art of Money Getting: Golden Rules for Making Money," illuminating how Barnum's insights remain relevant over two centuries after his birth. (For a free download of the book, click here)
Whether you're navigating the shifting tides of the business world or seeking timeless wisdom t...2023-06-2904 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeUnearthing Timeless Customer Experience Wisdom - Lessons from P.T. BarnumIn this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business millionaire, and what he can teach us about designing unforgettable customer experiences. Inspired by Scott Mckain's book, "All Business is Show Business," Dr. Michelli delves into P.T. Barnum's "The Art of Money Getting: Golden Rules for Making Money," illuminating how Barnum's insights remain relevant over two centuries after his birth. (For a free download of the book, click here)
Whether you're navigating the shifting tides of the business world or seeking timeless wisdom t...2023-06-2904 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeCornerstones of Effective Customer Service: Emotional Intelligence and Conflict ManagementWelcome to this episode of "Customer Experience University" where Dr. Joseph Michelli explores the rising tide of conflict in customer service and ways to address it effectively. Drawing from the results of the 2022 National Customer Rage Study, he illustrates the extent of customer dissatisfaction and how these tensions can escalate.
In this challenging landscape, the age-old adage "The customer is always right" seems to falter. Dr. Michelli reframes this idea, acknowledging that customers can sometimes be wrong, but they are always the customer. He delves into the complexities of customer behavior, emphasizing that understanding and managing these...2023-06-2204 min
Getting to Aha! with Darshan MehtaAppreciate and Humanize Your Customers with Joseph Michelli, CEO of The Michelli ExperienceIn this episode of Getting to Aha!, Darshan Mehta is joined by Joseph Michelli, Chief Executive Officer of The Michelli Experience. They discuss Joseph’s aha! journey; why you should tap into your natural curiosity; how business leaders coped with the pandemic; and why you should always listen to your employees. They also delved into the importance of humanizing your customers, as well as what it truly means to be a brand!Joseph is an internationally sought-after speaker, psychologist, author, and organizational consultant. He passes on his knowledge in ways that encourage workplaces to be joyful and productive, fo...2023-03-1035 min
The Work From Home ShowS3Ep22: Pandemic-tested Lessons On Thriving During The Toughest Challenges with Dr. Joseph MichelliThe pandemic hasn't really been fun for anyone. We've seen cities shut down, businesses go under, and economic instability abound. But it has given us some lessons that will help keep businesses strong moving forward. Adam Schroeder and Naresh Vissa talk with Dr. Joseph Michelli about what exactly those things are and how you can implement them in your business. Dr. Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Dr. Michelli is the author of numerous national bestsellers, including The Starbucks Experience: 5 Principles for Turning Ordinary...2022-06-0622 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
Find Best-Selling Full Audiobooks in Business & Economics, Management & LeadershipStronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges by Joseph MichelliPlease visithttps://thebookvoice.com/podcasts/1/audiobook/528141to 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: Management & Leadership
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 meeting...2021-07-278h 29Listen to the Best Full Audiobooks in Self-Improvement, Career DevelopmentStronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges by Joseph MichelliPlease visithttps://thebookvoice.com/podcasts/1/audiobook/528141to 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 meeting...2021-07-278h 29
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
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 di...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
The Leading While Green PodcastEpisode 102 – The AirBnb Way with Joseph MichelliMy guest on Episode 102 is Joseph Michelli. Dr. Michelli 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 […]
The post Episode 102 – The AirBnb Way with Joseph Michelli appeared first on .2019-12-0500 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 min
The 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...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
Get New Full Audiobooks in History, WorldThe Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph MichelliPlease visithttps://thebookvoice.com/podcasts/1/audiobook/217297to listen full audiobooks.
Title: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
Author: Joseph Michelli
Narrator: Tom Parks, Joseph Michelli
Format: Unabridged Audiobook
Length: 8 hours 34 minutes
Release date: August 5, 2014
Ratings: Ratings of Book: 4.8 of Total 5
Ratings of Narrator: 5 of Total 2
Genres: World
Publisher's Summary:
ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.Now, Joseph Michelli, author...2014-08-058h 34
Get New Full Audiobooks in History, WorldThe Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph MichelliPlease visit https://thebookvoice.com/podcasts/1/audiobook/217297 to listen full audiobooks. Title: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW Author: Joseph Michelli Narrator: Tom Parks, Joseph Michelli Format: Unabridged Audiobook Length: 8 hours 34 minutes Release date: August 5, 2014 Ratings: Ratings of Book: 4.8 of Total 5 Ratings of Narrator: 5 of Total 2 Genres: World Publisher's Summary: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.Now, Joseph Michelli...2014-08-0503 min
Get New Full Audiobooks in History, WorldLeading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People by Joseph MichelliPlease visithttps://thebookvoice.com/podcasts/1/audiobook/210604to listen full audiobooks.
Title: Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People
Author: Joseph Michelli
Narrator: Tom Parks, Joseph Michelli
Format: Unabridged Audiobook
Length: 8 hours 27 minutes
Release date: May 6, 2014
Ratings: Ratings of Book: 2.5 of Total 2
Ratings of Narrator: 1 of Total 1
Genres: World
Publisher's Summary:
Lead Your Business the Starbucks WayForeword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon—a re...2014-05-068h 27
Get New Full Audiobooks in History, WorldLeading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People by Joseph MichelliPlease visit https://thebookvoice.com/podcasts/1/audiobook/210604 to listen full audiobooks. Title: Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People Author: Joseph Michelli Narrator: Tom Parks, Joseph Michelli Format: Unabridged Audiobook Length: 8 hours 27 minutes Release date: May 6, 2014 Ratings: Ratings of Book: 2.5 of Total 2 Ratings of Narrator: 1 of Total 1 Genres: World Publisher's Summary: Lead Your Business the Starbucks WayForeword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon—a...2014-05-0603 min
Discover Most Popular Audiobooks in Business, LeadershipPrescription for Excellence Audiobook by Joseph MichelliPlease open https://hotaudiobook.com ONLY on your standard browser Safari, Chrome, Microsoft or Firefox to download full audiobooks of your choice for free.
Title: Prescription for Excellence
Subtitle: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Author: Joseph Michelli
Narrator: Tony Craine
Format: Unabridged
Length: 9 hrs and 36 mins
Language: English
Release date: 10-17-12
Publisher: McGraw-Hill Education
Ratings: 3.5 of 5 out of 13 votes
Genres: Business, Leadership
Publisher's Summary:
Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world's top authorities on the principles of creating an organizational culture dedicated...2012-10-179h 36