Shows
The Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsElevating Luxury and Leadership Through Humanity: A Conversation about Honing the Human Edge with Edward Madywith Edward MadyIn this episode of The Customer Experience Bus, Dr. Joseph Michelli is joined by hospitality icon Edward Mady, author of Honing the Human Edge and former General Manager of The Beverly Hills Hotel. Together, they explore what it takes to lead with presence, build a culture of spirit, and empower teams to deliver once-in-a-lifetime experiences.
Edward shares lessons from his remarkable career, reflecting on crisis leadership, frontline empowerment, and the subtle power of kindness as a strategy. From turning down the right side of the bed to reviving brand loyalty through emotional connection, Ed offers insights every...
2025-07-0838 min
The Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDo you REALLY know what drives ORGANIZATIONAL & INDIVIDUAL Trust? Mark Slatin does!SUMMARY
In this conversation, Joseph Michelli and Mark Slatin explore the intricacies of customer experience (CX) and the pivotal role of trust in building effective relationships between organizations and their customers. Mark shares his journey in establishing Empowered CX and emphasizes the importance of trust as a dynamic and investable asset in both interpersonal and institutional contexts. They delve into the Trust Equation, discussing its components and how organizations can leverage technology to enhance trust and intimacy with customers. Mark also highlights his contributions to education in the CX field through his teaching at Michigan State University...
2025-05-1431 min
Chats with JasonAll Business Is Personal: How Human Connection Wins in the Age of AIAll Business Is Personal: How Human Connection Wins in the Age of AI | Joseph Michelli on Customer Experience Mastery✨ What if the real secret to business success isn’t more technology... but more humanity?In this powerful episode of Chats with Jason, I sit down with world-renowned author, speaker, and human-centered leadership expert Dr. Joseph Michelli.We dive deep into why unforgettable customer experiences aren't created by accident — they’re crafted intentionally through care, connection, and curiosity.🚀 You'll learn:Why "customer service" is dead — and how "customer experience" truly transforms brands.Joseph...
2025-04-2829 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsSupercharging Your Culture and Customer ExperienceHop aboard the Customer Experience Bus with your host, Dr. Joseph Michelli, for an enlightening journey with guest Alan Williams—Managing Director of Service Brand Global and co-author of The 31 Practices, The Values Economy, and Supercharging Customer Experience. In this episode, Alan breaks down how leaders can truly live out their organizational values to build high-performance cultures and exceptional customer experiences.
From translating values into daily behaviors to aligning brand identity, employee engagement, and customer outcomes, Alan shares actionable strategies and inspiring real-world stories—including the powerful impact of a night porter’s empathy and a receptionist’s attent...
2025-04-0923 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsThe Art of Building Enduring Relationships!In this episode of the Customer Experience Bus podcast, Joseph Michelli welcomes Dana Klein, the CEO and founder of Klein Strategies, to explore how brands can build lasting relationships with customers through empathetic engagement and elevated service. Dana shares valuable insights into designing seamless customer journeys, tackling service breakdowns with grace, and fostering loyalty by elevating the post-transaction experience. Listeners will gain practical strategies for empowering teams, leveraging data for personalized service, and ensuring every customer touchpoint reflects genuine care. Whether you're looking to refine your service recovery process, enhance team training, or deepen customer trust, Dana’s real-world ex...
2025-03-1930 min
The Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsRefunds, Repurchases and Returning Customers!In this episode of the Customer Experience Bus, Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process.
But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors.
Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful bran...
2025-02-2430 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 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Writing Your Own Story with GUEST Lior Arussy
In this episode of the Customer Experience Bus, Dr. Joseph Michelli is joined by Lior Arussy, a distinguished author and consultant renowned for his expertise in customer experience and transformational change across numerous organizations. They discuss Arussy's new book, Author: Write Your Story, Lead Your Life, which is praised for its powerful approach to using personal narrative to drive significant change and self-discovery.
Arussy discusses the central theme of the book—how individuals often remain trapped in outdated narratives that hinder personal and professional growth. He explains that by reassessing these internal stories and rewriting them, one can unlock a...
2024-12-0932 min
Sales Genius"Mastering Customer Experience: Insights from Joseph Michelli, Ph.D."This week on the Sales Genius Podcast, Joe Ingram is thrilled to welcome Joseph Michelli, Ph.D., a world-renowned customer experience expert, New York Times #1 bestselling author, and Customer Experience Hall of Fame inductee. Joseph’s work has shaped the service standards of some of the most admired brands in the world, including The Ritz-Carlton Hotel Company, Mercedes-Benz, Starbucks, Zappos, and Airbnb. As a certified customer experience professional and a professor of service excellence, Joseph has dedicated his career to helping leaders and frontline teams elevate the experiences they deliver to both colleagues and customers.
In this episode, titled "Ma...
2024-11-1636 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Nordstrom Way to Customer Loyalty, Innovation, and Sustained Success with GUEST Robert SpectorIn this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector, a respected authority on customer experience and the heralded author of "The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service." Together, they delve into the enduring legacy of Nordstrom, exploring how this iconic brand has maintained its entrepreneurial spirit through flexibility, agility, and a steadfast commitment to customer service. Join Joseph and Robert as they discuss the key elements that keep Nordstrom at the forefront of the retail industry, ensuring it remains a dynamic...
2024-11-1150 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
Field Sales UnscriptedPrioritizing Customer Care for Success With Jospeh Michelli"It's your job to understand what the customer's biggest issue is and connect them with the right resource."- Joseph MichelliJoseph Michelli, an internationally sought-after speaker, author, and organizational consultant, shares his journey from working at a fish market to becoming a customer experience expert. He emphasizes the importance of creating value for customers and delivering on promises made during the sales cycle. Michelli discusses the significance of emotional connections in customer experiences and highlights the success of brands like Starbucks and Zappos in prioritizing customer care. He also emphasizes...
2024-08-2123 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
Business BrosExplore the secrets to world-class customer experiences with Joseph Michelli1345 Welcome to today's explosive episode of the Business Bros Podcast, where we dive into the world of exceptional leadership and unforgettable customer experiences. Here with us is a speaker and author whose work has shaped the strategies of some of the biggest brands on the planet. His books have stormed the bestseller charts, from The Wall Street Journal to The New York Times. Get ready to ignite your business ethos and learn how to excel in any challenge. Here's Joseph A. Michelli!
Website: https://www.josephmichelli.com/
Social Media: LinkedIn: https://www.linkedin.com/in/josephmichelli/ Facebook: https://www...
2024-05-1624 min
CX PassportThe one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144What's on your mind? Let CX Passport know...🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:09 Airbnb and Mercedes’ customer experience strategies8:14 Balancing operational incentives with customer experience11:38 Prioritizing human interaction in customer service15:50 Solving for gamification in customer feedback19:00 Joseph’s radio career influencing CX today20:08 1st...
2023-12-0532 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Art of ”Otherness”: How Authentic Leadership Wins the Customer & Employee VoteAmid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not to do when leading a human-centric organization. The stark contrast between political candidates' promises and the actions of genuine servant leaders forms the backdrop of the episode.
Joseph advises against speaking negatively about competitors, stating that doing so doesn't elevate one's own business in the eyes of customers. Instead, time is better invested in refining products, processes, and technologies.
The essence of the podcast is that humble, authentic, and value-focused leadership earns...
2023-08-3103 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Art of ”Otherness”: How Authentic Leadership Wins the Customer & Employee VoteAmid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not to do when leading a human-centric organization. The stark contrast between political candidates' promises and the actions of genuine servant leaders forms the backdrop of the episode.
Joseph advises against speaking negatively about competitors, stating that doing so doesn't elevate one's own business in the eyes of customers. Instead, time is better invested in refining products, processes, and technologies.
The essence of the podcast is that humble, authentic, and value-focused leadership earns...
2023-08-3103 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeExcellence in Operations: The Not-So-Secret Recipe for Repeat Business & ReferralsIn this podcast episode, Dr. Michelli suggests steps to drive operational excellence and enhance customer experiences. He advises businesses to identify essential service elements, invest in process improvement, enforce accountability, and discover their unique 'chocolates' - those low-cost, high-value touches that differentiate a business.
Dr. Michelli stresses that sustainable success requires a blend of operational excellence with a dash of over-delivery, turning customers into advocates and extensions of your sales team.
For more tips and a downloadable infographic on creating memorable experiences, please visit josephmichelli.com/blog, or to talk to Joseph about driving operational...
2023-08-2404 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeExcellence in Operations: The Not-So-Secret Recipe for Repeat Business & ReferralsIn this podcast episode, Dr. Michelli suggests steps to drive operational excellence and enhance customer experiences. He advises businesses to identify essential service elements, invest in process improvement, enforce accountability, and discover their unique 'chocolates' - those low-cost, high-value touches that differentiate a business.
Dr. Michelli stresses that sustainable success requires a blend of operational excellence with a dash of over-delivery, turning customers into advocates and extensions of your sales team.
For more tips and a downloadable infographic on creating memorable experiences, please visit josephmichelli.com/blog, or to talk to Joseph about driving operational...
2023-08-2404 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeUnleashing the Power of Customer-Centric InnovationIn this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The most potent solutions blend technological breakthroughs, such as Artificial Intelligence (AI), with customers' unmet needs. He also distinguishes between invention, creating something new, and innovation, which fulfills a marketable need.
Dr. Michelli also offers guidelines to spark innovation. He encourages maintaining a relentless focus on customers' stated and unstated desires, fostering collaboration, involving customers in the innovation process, and developing core competencies in customer listening and trend spotting. Notably, he advocates for integrating innovation into...
2023-08-1703 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeUnleashing the Power of Customer-Centric InnovationIn this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The most potent solutions blend technological breakthroughs, such as Artificial Intelligence (AI), with customers' unmet needs. He also distinguishes between invention, creating something new, and innovation, which fulfills a marketable need.
Dr. Michelli also offers guidelines to spark innovation. He encourages maintaining a relentless focus on customers' stated and unstated desires, fostering collaboration, involving customers in the innovation process, and developing core competencies in customer listening and trend spotting. Notably, he advocates for integrating innovation into...
2023-08-1703 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Metrics: Knowing Beyond SubjectivityThis episode provides practical suggestions for quantifying business performance. Dr. Michelli encourages you to identify a critical question relevant to your mission, initiate simple data collection methods, prioritize data collection, effectively analyze results, and, most importantly, take actionable steps based on these findings.
Dr. Michelli underlines that data collection, analysis, and innovation are ongoing and must be refined continuously. As you become more adept at handling data, you can probe deeper with more "how do you know" questions, leading to more understanding and growth.
Ending with three critical questions for introspection, Dr. Michelli prompts listeners...
2023-08-1003 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Power of Metrics: Knowing Beyond SubjectivityThis episode provides practical suggestions for quantifying business performance. Dr. Michelli encourages you to identify a critical question relevant to your mission, initiate simple data collection methods, prioritize data collection, effectively analyze results, and, most importantly, take actionable steps based on these findings.
Dr. Michelli underlines that data collection, analysis, and innovation are ongoing and must be refined continuously. As you become more adept at handling data, you can probe deeper with more "how do you know" questions, leading to more understanding and growth.
Ending with three critical questions for introspection, Dr. Michelli prompts listeners...
2023-08-1003 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeUtilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology
In this episode, Dr. Michelli delves into the captivating world of neuromarketing, specifically focusing on Martin Lindstrom’s seminal book, "Buyology: Truth and Lies about Why We Buy".
In this episode, Dr. Michelli interprets Lindstrom's comprehensive research into customer behavior, branding, and neuromarketing, unearthing the powerful interplay between sensory engagement and emotional connection in shaping customer experiences.
Drawing upon Lindstrom's profound insights, Dr. Michelli discusses the emotional resonance of iconic brands, the imperative to engage all senses in marketing strategies, and the effectiveness of sexual imagery in advertising.
Dr. Michelli further provides actionable in...
2023-08-0304 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeUtilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology
In this episode, Dr. Michelli delves into the captivating world of neuromarketing, specifically focusing on Martin Lindstrom’s seminal book, "Buyology: Truth and Lies about Why We Buy".
In this episode, Dr. Michelli interprets Lindstrom's comprehensive research into customer behavior, branding, and neuromarketing, unearthing the powerful interplay between sensory engagement and emotional connection in shaping customer experiences.
Drawing upon Lindstrom's profound insights, Dr. Michelli discusses the emotional resonance of iconic brands, the imperative to engage all senses in marketing strategies, and the effectiveness of sexual imagery in advertising.
Dr. Michelli further provides actionable in...
2023-08-0304 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 minCustomer 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
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeBranded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consumer base. Drawing on real-world examples from giants such as Clorox, Zappos, Airbnb, and Starbucks, he delves into the essence of brand permission and how far a company can stretch its product and service offerings.
Tune into this episode for an enlightening exploration of branded customer experience and business growth strategies. Make sure to check out the accompanying infographic at josephmichelli.com/blog and share, subscribe, or reach out to Dr. Michelli for deeper insights into successful...
2023-06-1504 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeBranded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consumer base. Drawing on real-world examples from giants such as Clorox, Zappos, Airbnb, and Starbucks, he delves into the essence of brand permission and how far a company can stretch its product and service offerings.
Tune into this episode for an enlightening exploration of branded customer experience and business growth strategies. Make sure to check out the accompanying infographic at josephmichelli.com/blog and share, subscribe, or reach out to Dr. Michelli for deeper insights into successful...
2023-06-1504 min
Limitless Leadership LoungeEpisode #100 - We Did It!We made it to 100 episodes!Thank you for all of your support along the way. This week, we have some fun featuring highlights from just a handful of the leaders we have had the privilege to speak with over the past 100 episodes. Enjoy! Featured in this 100th episode recap:Howard Behar - It's Not About The Coffee: amazon.com/Its-Not-About-Coffee-Starbucks/dp/1591842727Full episode: https://podcasts.apple.com/us/podcast/its-not-about-the-coffee-howard-behar-of-starbucks/id1576755421...
2023-06-1252 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhy All Business is Personal: Keys to Humanizing Business Success
Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyond the superficial to truly understand the needs and desires of your team and customers, serving those who serve you, being considerate in all interactions, and celebrating the people who make your business what it is.
Drawing on his experience working with renowned companies like Starbucks and Zappos, he shares stories and actionable insights on how to infuse a human touch into your business. He underscores the importance of not just knowing who you know, but knowing them on...
2023-06-0804 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhy All Business is Personal: Keys to Humanizing Business Success
Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyond the superficial to truly understand the needs and desires of your team and customers, serving those who serve you, being considerate in all interactions, and celebrating the people who make your business what it is.
Drawing on his experience working with renowned companies like Starbucks and Zappos, he shares stories and actionable insights on how to infuse a human touch into your business. He underscores the importance of not just knowing who you know, but knowing them on...
2023-06-0804 min
Decidedly I Decision Tips for Business OwnersEp.92 HIGHLIGHT I Providing your team freedom within boundariesDr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business.WANT THE FULL EPISODE? Check out yesterday's episode, Ep.92 I Dr. Joseph Michelli I Deciding to Optimize Customer Experience, or download it using this link. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn’t the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are se...
2023-06-0806 min
Decidedly I Decision Tips for Business OwnersEp.92 I Dr. Joseph Michelli I Deciding to Optimize Customer Experience: Implementing Customer-Centric ApproachesDr. Joseph Michelli breaks down the most impactful ways to optimize the customer experience in your business. KEY TOPICS Building resources as you make bold decisions.Becoming genuinely interested in your customers.Why personalization isn’t the single solution for improving client experience.What you want your business to be known for.Empowering your employees.What your customers are seeking from you.DON'T HAVE TIME FOR THE FULL EPISODE? Check out the 6-minute highlight clip, Ep.92 HIGHLIGHT I Providing your team freedom within bo...
2023-06-071h 03Limitless Leadership Lounge2022 In Review: A Year Of Insightful Conversations2022 was an incredible year! Our podcast has reached so many young and emerging leaders and we are so proud of our growth. As we move into 2023, we're excited to look back and share just some of 2022's highlights. What a year it was! Amazing conversations with such great leaders that provided so much value for us, and we hope it can be of help to you on your journey as well. Happy New Year! Here's to an amazing 2022, and what we have to look forward to in 2023!This 2022 recap episode features:
2022-12-2850 min
The Only One Business ShowS4e3 The Owning The Experience Edition with Joseph MichelliJames chats with Joseph Michelli, s a certified customer experience professional and the author of 10 business books about companies like the Ritz Carlton Hotel Company, Mercedes Benz, Starbucks, Zappos, and Airbnb.
In addition to being a Wall Street Journal and New York Times bestselling author, he helps leaders and frontline team members improve the experiences they provide to colleagues and customers. He's also an internationally sought after keynote speaker on leadership and human experience design.
They chat about throwing fish, drinking beer from a bottle, designing signature experience moments, changing business culture and building loyalty.
Contact Joseph:
www.josephmichelli.com
...
2022-07-2832 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 minLimitless Leadership LoungeJoseph Michelli Stops In The LoungeThis week, author, speaker, and consultant Joseph Michelli stopped by to discuss leadership from his perspective from observing and consulting with some of the country's most successful companies and leaders. Joseph's books are available on his website, where you can also learn more about how you can get him to speak at your corporate event: https://www.josephmichelli.com/
2022-03-0248 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Heroic SuccessJohn B. Hanson jumped on the CX bus for a journey to Heroic success - which may not be where you think it is. Listen in and play along for thought-provoking content and your chance to win prizes!
2022-01-2644 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination Punk XL (Xperience Leadership)My navigator Adrian Swinscoe says there's a huge difference between "Customer Experience" and "A Customer's Experience." Hop on the bus and listen to his explanation...
2022-01-1346 min
Mason Vera PaineUnderstanding why the Great Resignation is happening now?Every day, more and more people get tired of the daily grind. A lot of people find themselves resigning from their jobs and looking for a new one. Most of the time that is due to the fact that their company is not able to offer them what they need in order to feel satisfied and satisfied with the job they are doing. We are now in a great resignation phase in our society. Author, Customer and Employee Experience expert, Joseph Michelli explains why is this happening now. For more information about Joseph Michelli visit: JosephMichelli.com
2021-12-2111 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Customer Feedback Surveys that Don‘t SuckJames Dodkins says most customer surveys are boring, impersonal, unrealistic, and lack relevance. Hop on the CX bus to learn more and don't miss your chance to win in this month's trivia.
2021-12-1730 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsSeason 2 Launch - Joseph driving soloJoseph announces the "rebrand" and "relaunch" of his Livestream series and how it will be shared as Season 2 of Are We There Yet? Season 1 extracted interviews Joseph did in late 2020 and early 2021 and placed them in the "Are we there Yet" podcast series. In this episode, Joseph outlines the format for the podcast and asks three trivia questions/riddles. The first person to correctly answer each question at joseph@josephmichelli.com will receive a signed copy of one of Joseph's books. Thanks for hopping on the CX bus.
2021-11-1929 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Repeat Business with Shep HykenThis week’s guest is Shep Hyken. Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The...
2021-11-1644 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Service Leadership with Christine McHughThis week’s guest is Christine McHugh, who brings her executive leadership experience to consult and coach on strategic planning, operations, culture and talent development within customer-centered service industries.
Christine works with clients and companies at a pivotal moment—when they're ready for help and perspective from an experienced executive. Successful clients see this partnership and the business growth as a learning opportunity. Leaders and teams are set-up to succeed long-term. She has a book, "From Barista to Boardroom," which is part autobiography and part business memoir available at booksellers now. For more visit, https://www.christinemchughconsulting.com...
2021-11-1644 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Experience Economy with Joe PineMy guest this week is Joe Pine. Joe and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way.
Joe Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. A former Visiting Scholar with the MI...
2021-11-1645 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Educational Experience with Dr. Byron ErnestThis week’s guest is Dr. Byron L. Ernest. Dr. Ernest is the Director of Educator Development & Partnerships at Noble Education Initiative and is charged with developing teacher leadership and certification programs as well as college and university partnerships. Dr. Ernest developed NEI’s 3-D Leadership Program. The 3-D Leadership Program is designed to discover great talent within participating schools and develop this talent to become the next generation of great teachers and leaders. Dr. Ernest is an avid blogger, with his thoughts on education and leadership being found at www.byronernest.wordpress.com. Additionally, he tweets often on matt...
2021-11-1637 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Brain with Dr. Rebecca HeissUnpacking the paradoxes of the way humans think is Dr. Rebecca Heiss’ life work. Her research has been designated “transformative” by the National Science Foundation. She taught at the South Carolina Governor’s School for Science and Mathematics and later was recruited to be among the founding faculty members to develop a startup school to nurture entrepreneurial minds and approach learning through impact. She is the founder and CEO of Icueity, a continuous 360 review app providing users ongoing fearless feedback and challenging them to grow in self-awareness. Her latest book Instinct is a roadmap that anyone can use to finally...
2021-11-1645 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Resilient Experience with Dr. Chris RecinosThis week’s guest is Chris Recinos. Chris has climbed the ladder as a front-line nurse, nurse practitioner, nurse faculty, nurse leader, chief nurse executive and nurse entrepreneur. She went from being a teen mom living in foster care to a Chief Nurse Executive with a PhD in her 30s and learned how to manage a business while raising a family. For more visit, https://nurseleadernetwork.com.
Originally aired on Thursday, April 29, 2021, as a video Livestream.
2021-11-1645 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Memorable Customer Experiences with Micah SolomonMicah Solomon is a hands-on customer service consultant, trainer and training designer, keynote speaker, and one of the world's leading experts on customer service, company culture, and the customer experience. Termed “the world's #1 customer service turnaround expert” by Inc. Magazine, he’s been named by The Financial Post as “The New Guru of Customer Service Excellence.” A bestselling author, Micah’s five books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is also a Senior Contributor to Forbes where he covers the subjects of customer service, the customer experience, and company cult...
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Customer Experience Tools with Samantha BurnsThis week’s guest is Samantha Burns. Sam is the Founder and Director of Brilliance and is an international client success co-creator with more than 20 years’ executive experience in customer success-related accountabilities. She has an MBA cum laude in customer loyalty from Surrey University, UK. Plus, a BA Degree in psychology and communications. Sam is dedicated to helping companies all over the world succeed by focusing on their customers’ success. Brilliance believes in business “doing well by doing good.” For more about Brilliance, visit https://brilliancecx.com.
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Volunteer Experience with Gary BagleyGary Bagley is the Executive Director of New York Cares, New York City’s largest provider of volunteer-led social services programs, and the biggest affiliate of Points of Light, the global organization dedicated to volunteer service. He also serves on the Board of Directors of Points of Light and the New York State Commission on National and Community Service. Gary led New York Cares in garnering The New York Times Company Nonprofit Excellence Award for Overall Management Excellence and the Peter F. Drucker Award for Nonprofit Innovation.
Originally published on Thursday, April 8, 2021, as a video Livestream.
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Better Than Normal Customer Experiences with Joseph driving soloJoseph discusses research from Accenture and Bain & Co. regarding shifts in consumer behavior emerging from the pandemic. For example, he explores how people want to feel less anxious and more connected. How are you addressing the changing wants, needs, and desires of those you serve!
Originally recorded as a live stream on March 25, 2021.
2021-11-1633 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Improvising Experiences with Eric FaroneThis week my guest is Eric Farone. Eric is the Co-Founder and Artistic Director at Bovine Metropolis. Eric has been teaching improv to groups in Colorado since 1993 and online since March 2020. For over 25 years he has been a director, teaching improvisation to some of Denver’s top improv groups, such as ‘NERTS’, ‘Mouse Couch’, ‘Dungeon Cave’, ‘MooCrew’ and ‘The SansScript Players’. He has directed, hosted and played in “On The Spot” since 2000 and in "On The Spot Online". After 30 years, Eric still loves teaching groups to play. He really enjoys Improv Adventures because he gets to see family and friends laugh together dur...
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Emotional Value with Joseph driving soloJoseph Michelli explores the increased importance of emotional value creation for employee and customer experiences. He also offers ways to differentiate your brand through your emotional value delivery.
**Originally recorded as a Livestream on Thursday, March 4, 2021.
2021-11-1646 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Creative Experience with Tracy GrammerThis week's guest is Tracy Grammer. Tracy rose to acclaim in the late 1990s as half of the legendary folk duo Dave Carter & Tracy Grammer. Following Carter’s death in 2002, Grammer continued to perform, building a devoted following as an interpreter, multi-instrumentalist, storyteller, and champion of Carter’s legacy. Tracy Grammer is among contemporary folk music's most beloved artists. Renowned for her pure voice, deft guitar and violin work, and incantatory storytelling, Grammer has recorded and performed with Joan Baez and Mary Chapin Carpenter, headlined several of the nation's top folk festivals, including Philadelphia Folk Festival and Falcon Ridge, and...
2021-11-1648 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Brand Experience with Suzanne TulienThis week's guest is Suzanne Tulien. Suzanne is a Brand Clarity Expert, author, and speaker specializing in identifying, defining, and aligning her clients to their distinctive brand value positioning through her proprietary process, to achieve extreme clarity on her clients’ differentiation, master consistencies to build trust and create “on-brand” actions and behaviors from the inside out. She is the author of three books: Brand DNA, Personal Brand Clarity, and The 6 Myths of Small Business Branding. She speaks, trains, and consults internationally. For more about Suzanne, visit www.BrandAscension.com.
This episode originally aired as a video live stream...
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Magic Experience with Brad MontgomeryThis week's guest is Brad Montgomery. Brad teaches people how to use emotional & social to boost performance, creativity, innovation & profits. He turns typical meetings into transformational events using, the power of encouragement. Other speakers TALK about happiness. But Brad SHOWS them how to harness the power of happiness in hands-on experiences that they’ll remember and implement. For more about Brad, visit https://www.bradmontgomery.com.
Originally aired as a video live stream on Thursday, Feb. 11, 2021.
2021-11-1645 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Bringing People Together with Sarah B. AndersonSarah is the author of The Space Between Us: How Jesus Teaches Us to Live Together When Politics and Religion Pull Us Apart. She has worked in the Children’s Ministry of North Point Community Church just outside Atlanta, student ministry at DASH Student Ministry, and ReThink Group. Sarah is a writer and editor for the student curriculum and been a contributing writer to the Orange Parents blog since 2012. For more information about Sarah B. Anderson, visit https://sarahbanderson.com/home/
This episode originally aired as a live video stream on Thursday, Feb. 4, 2021.
2021-11-1645 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Leadership Success with Terry PaulsonTerry is a Ph.D. psychologist and a leading authority on change management and in turning positive psychology research into practical insights that produce real-world results. He’s a national columnist and author of the book, The Optimism Advantage: 50 Simple Truths to Transform Your Attitudes and Actions into Results. Terry has been helping audiences transform their self-limiting beliefs into self-fulfilling breakthroughs to achieve their personal and professional goals. For more visit, http://www.terrypaulson.com/index.shtml.
Originally aired as a video live stream on Thursday, Jan. 28, 2021.
2021-11-1650 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Go-Giver Experience with Bob BurgMy guest today is Bob Burg. Bob is a sought-after speaker at company leadership and sales conferences on topics at the core of the Go-Giver books. In addition to coauthoring the bestselling Go-Giver books with John David Mann, Bob has authored a number of popular books, including the critically acclaimed, Endless Referrals: Network Your Everyday Contacts Into Sales and Adversaries into Allies. Bob is an advocate, supporter, and defender of the free enterprise system and believes that the amount of money one makes is directly proportional to how many people one serves. For more about Bob Burg, visit https...
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Professional Growth with Pierre QuinnThis week's guest is Pierre Quinn. For over 15 years Pierre has taught higher education, faith-based, nonprofit, and corporate leaders the strategies they need to experience personal success and professional growth. Pierre is the author of Leading While Green: How Emerging Leaders Can Ripen Into Effective Leaders and Leading While Scared: How To Find The Courage To Keep Going. He is the CEO of The Cardell Group, LLC, a consulting firm which focuses on growing leaders and empowering teams of all sizes. Pierre holds graduate degrees in communication and theology from Andrews University and a certificate in Executive Leadership from...
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Communication Mastery with Carmine GalloThis week my guest is Carmine Gallo. Carmine is a three-time Wall Street Journal bestselling author, international keynote speaker, Harvard instructor, and leadership advisor for the world’s most admired brands. A “communications guru,” according to Publishers Weekly, Gallo’s books have been translated into more than 40 languages.
Originally recorded as a video livestream on Thursday, Jan. 7, 2021.
2021-11-1648 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Emerging Technology with Joe TenczarJoe Tenczar has been the Chief Information Officer for Sonny’s BBQ, one of the largest and most popular barbecue restaurant companies in the country, since 2014. Tenczar joined Sonny’s BBQ with a focus on creating the franchise restaurant technology blueprint of the future. His specialties include a strategic focus on emerging technology’s place in hospitality and understanding the overall tactical hospitality technology necessities. Tenczar also led the Marketing, Finance & Accounting, and Purchasing areas for Sonny’s. Additionally, Tenczar is a founding partner of Restaurant CIOs, a “CIO-as-a-Service” company where he and his CIO partners collaborate to represent hospitality...
2021-11-1646 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Awesomely Simple with John SpenceJohn Spence is an author, international executive coach, professional development educator, virtual trainer, strategic planning facilitator, keynote speaker, and developer of online learning programs. John is recognized as one of the top business thought leaders and leadership development experts in the world and was named by the American Management Association as one of America’s Top 50 Leaders to Watch along with Sergey Brin and Larry Page of Google and Jeff Bezos of Amazon. As a consultant and coach to organizations worldwide, from startups to the Fortune 10, John is dedicated to helping people and businesses be more successful by “Making the...
2021-11-1643 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Eloquence with Dr. Bill LamptonThis week my guest is Bill Lampton, Ph.D. is a Speech Coach, Interview Coach, and author of 25 Ways to Control Your Stage Fright--and Become a Highly Confident Speaker.
For more about Bill Lampton, visit https://bizcommunicationguy.com.
For more about Joseph Michelli, visit https://www.josephmichelli.com.
**Originally recorded as a live video stream on Thursday, December 3, 2020.**
2021-11-1653 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: High Performance Culture with Chester EltonOne of today’s most influential voices in workplace trends, Chester Elton has spent two decades helping clients engage their employees to execute on strategy, vision, and values. In his provocative, inspiring and always entertaining talks, #1 bestselling leadership author Chester Elton provides real solutions to leaders looking to manage change, drive innovation, and lead a multi-generational workforce. Elton’s work is supported by research with more than 1,000,000 working adults, revealing the proven secrets behind high-performance cultures and teams.
For more about Chester Elton, visit https://www.chesterelton.com.
For more about Joseph Michelli, visit https://www...
2021-11-1648 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Leadership Philanthropy with Jeremy C. ParkJeremy C. Park is a corporate executive and philanthropist, an author of two books and a weekly newspaper column, a contributor to Forbes, producer and host of television and radio shows and a podcast, and a sought after speaker for transforming organizations and individuals into catalysts for their community.
For more about Jeremy Park, https://www.jeremycpark.com.
For more about Joseph Michelli, https://www.josephmichelli.com
**This episode was originally recorded on Thursday, November 19, 2020 as a live video stream.**
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Pro Bowl Leadership with Karl MecklenburgFormer Denver Broncos Captain and All-Pro Linebacker Karl Mecklenburg rose from being a college walk-on and a 12th round draft pick to a pro career that included six Pro Bowl and three Super Bowl appearances. He enjoys speaking to a variety of groups, and his story is both humorous and inspirational. The lessons life in the NFL taught him about teamwork, courage, dedication, desire, honesty, and forgiveness, and goal setting are his “Six Keys to Success”.
For more about Karl Mecklenburg, https://karlmecklenburg.com
For more about Joseph Michelli, https://www.josephmichelli.com
2021-11-1648 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Fred Factor with Mark SanbornMark Sanborn, CSP, CPAE, is president of Sanborn & Associates, Inc., an idea studio dedicated to developing leaders in business and in life. Mark is an international bestselling author and award-winning keynote leadership speaker. Mark has written 8 books, and The Fred Factor has sold over 2 million copies worldwide. His latest book is The Intention Imperative: Three Essential Changes That Will Make You a Successful Leader Today. He is Leadership Expert in Residence at High Point University, the Premier Life Skills University.
Mark Sanborn https://marksanborn.com
Joseph Michelli https://www.josephmichelli.com
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Starbucks Experience with Howard BeharHoward Behar is a renowned business leader, author, speaker, and mentor who has influenced the lives of numerous men and women at all stages of their careers and at all levels and roles. For 21 years Behar led Starbuck’s domestic business as President of North America, and he became the founding President of Starbucks International opening the very first store outside of North America in Japan.
For more about Howard, visit http://www.howardbehar.com
For more about Joseph, visit https://www.josephmichelli.com
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Unstuckeness with Craig LemastersCraig Lemasters is the author of Unstuck, which offers a powerful learning methodology that equips leaders to strategically leverage the wisdom of others to drive transformational growth and jump-start pathways toward innovation. Craig’s strategic process will first help executives pinpoint exactly where and how they are stuck, identify places where innovation and growth are necessary and then equip them with the 3-steps process necessary to move forward rapidly.
2021-11-1647 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: A Published Book with Joseph driving soloJoseph Michelli shares insights on how go get a book published!
2021-11-1638 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Entrepreneurial Success with Ellen RohrAs president of Benjamin Franklin, The Punctual Plumber, a home service company, Ellen Rohr helped grow the company from zero to $40 million in franchise sales and 47 locations in less than 2 years. She is also the COO of ZOOM DRAIN Franchising, LLC, a new drain and sewer company expanding across the USA. They make Business UN-Complicated so you can live Life UN-Leashed!
2021-11-1648 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Beverly Hills Hotel Experience with Ed MadyEd Mady is the Regional Director of West Coast USA and General Manager of The Beverly Hills Hotel and Bungalows. He will be my guest today to discuss transformational leadership during times of crisis.
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: Distinction with Scott McKainScott McKain is a customer experience and distinction expert teaching companies and individuals how to establish strategies and execute seamlessly to stand out from the competition. Known internationally as a top-rated keynote speaker and virtual presenter, Scott’s clients represent the world’s most iconic brands. You’ll have the confidence of working with a professional known for impacting bottom-line results. To learn more about Scott, visit scottmckain.com.
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Smothers Brothers Experience with Dickie SmothersDickie Smothers (half of the comedy duo The Smothers Brothers) joins me to talk about authenticity, celebrity, and re-invention. Dickie’s hard-earned wisdom and thoughtfulness eclipses his immense comedic talent. Join me for a fun and informative discussions about partnership, longevity, and creativity with my friend Dickie Smothers!
2021-11-1649 minThe Customer Experience Bus - Fun On the Road To Customer Loyalty & ReferralsDestination: The Inclusion Experience with Kim CrowderForbes has described Kim Crowder as the "Anti-Racism Educator Your Company Needs Now!" Kim shares her critical insights about diversity and inclusion. This is a conversation every leader should hear. https://www.kimcrowderconsulting.com
2021-11-1645 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeDeliver 5 Levels of Value | Team Member and Customer Experience ValueFairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more than 200 studies on customer value. The book is a rich resource on what drives customer choice, ways to inquire about customer value and data analytic approaches to consumer preferences. I will highlight the core tenets of the theory expressed and tested by these researchers and outline five types of consumer value.
Read more at https://www.josephmichelli.com/blog/lev...
2021-05-2004 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeDeliver 5 Levels of Value | Team Member and Customer Experience ValueFairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more than 200 studies on customer value. The book is a rich resource on what drives customer choice, ways to inquire about customer value and data analytic approaches to consumer preferences. I will highlight the core tenets of the theory expressed and tested by these researchers and outline five types of consumer value.
Read more at https://www.josephmichelli.com/blog/lev...
2021-05-2004 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThink Efficiency and Effectiveness | Team Member and Customer Experience ValueWriting for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs.
For me, customer value often is more a function of reducing clutter as opposed to increasing complexity. Clutter removal often involves streamlining cumbersome processes that hamper value delivery.
For more about the role of value creation in the future of customer experience success, please pick-up or gift a copy of my book Stronger Through Adversity or you can download one of my many complimentary eBooks including one I just wrote abou...
2021-04-2904 minCustomer Experience University - Winning Loyalty & Engagement One Customer at a TimeThink Efficiency and Effectiveness | Team Member and Customer Experience ValueWriting for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs.
For me, customer value often is more a function of reducing clutter as opposed to increasing complexity. Clutter removal often involves streamlining cumbersome processes that hamper value delivery.
For more about the role of value creation in the future of customer experience success, please pick-up or gift a copy of my book Stronger Through Adversity or you can download one of my many complimentary eBooks including one I just wrote abou...
2021-04-2904 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeWhat‘s Value Got to Do With It | Team Member and Customer Experience ValueHow do you create value for team members and customers? In Stronger Through Adversity, Amir Dan Rubin, Chair and CEO of One Medical, discussed how he adjusted value drivers in response to the pandemic. For more about the role of value creation in the future of customer experience success, please pick-up or gift a copy of my book Stronger Through Adversity or download one of my many complimentary eBooks at josephmichelli.com.
2021-04-1504 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Gifts of the Pandemic | Stronger Through Humility & VulnerabilityLet’s face it, most of us care a lot about what others think of us (especially if we are leaders in business, community, or family). We project “the best of” ourselves in public and reserve “the rest of” ourselves for private. That approach leads to 70 percent of people feeling what researchers Pauline Clance and Suzanne Imes label an “imposter syndrome.” Social media amplifies this syndrome, since most people tend to share the “highlight” reel of their life and not the “lowlight” events.
Let’s jump to the pandemic and how it made it harder to hide our blemishes, shortcomin...
2021-01-2805 min
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeThe Gifts of the Pandemic | Stronger Through LearningHere's a question for you, if you could, would you go back to the way it was before COVID-19? Let's imagine you could flip a switch that would re-instate your life and your business to how it was in November of 2019? Before you decide, let's also assume you didn't lose your business, you experienced no family member's death, and remained in relatively good health.
Given those parameters, would you flip the switch? For me, the answer is a resounding NO!
For more about Stronger Through Adversity, visit https://www.josephmichelli.com/stronger-through-adversity/.
2021-01-2103 min
American RealEPISODE #180 | JOSEPH MICHELLI | STRONGER THROUGH ADVERSITY💪IT'S 2021 AND IT'S TIME TO "BUILD THE BEST YOU" 💪
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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.
In this episode, Joseph discusses how he transitioned...
2021-01-1051 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
Crown Council Mentor of the MonthDr. Joseph Michelli "Stronger Through Adversity"JOIN Steve Anderson and Dr. Joseph Michelli as he shares a preview of what he learned from interviewing hundreds of business leaders about thriving through challenges.
BOOK: "Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges"
In "Stronger Through Adversity", Michelli provides the invaluable wisdom he gained from 140+ top global business leaders on all aspects of leading through and beyond COVID, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more.
Buy the Book now! https://www.josephmichelli.com/bestsellers
2020-11-0427 min
Lead with LevityDelight Customers the Airbnb Way + TRAVEL GIVEAWAYSend us a textJoin me as I interview Dr. Joseph Michelli, Chief Experience Officer and Customer Service Expert**Stick around to learn how you can enter to win a trip to California to tour Airbnb headquarters and learn more about how they approach the customer experience (deadline to enter: December 16, 2019). ***Are you ready to transfer the excitement you have for your products and services to your customers? Tune in as we discuss the following:Inputs to a healthy customer experienceHow Zappos uses play to get employees to go the extra mile (and love...
2019-12-0934 min