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PODCAST

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Dr. Joseph A. Michelli

New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.

business entrepreneurship

All Episodes

03:44

Thanks for the Complaint – 4 Tips for Jaw-Dropping...

Customer Experience University - Winning Loyalty &... ·

2022/01/27

In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.

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03:39

Do Rewards Programs Produce Loyalty

Customer Experience University - Winning Loyalty &... ·

2022/01/20

In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.

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02:19

Return on Experience - The Pot of Gold at the End of...

Customer Experience University - Winning Loyalty &... ·

2022/01/13

This week Joseph explores a concept he refers to as ROE or Return On Experience. He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.

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04:47

Target Delight Instead of Satisfaction | How to Drive...

Customer Experience University - Winning Loyalty &... ·

2022/01/06

This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did

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05:13

Fueling Process and Technological Change | How to...

Customer Experience University - Winning Loyalty &... ·

2021/12/23

This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological change to enable customer delight. What process improvement/technology integration programs have you

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04:05

Training for Delight | How to Drive Delight the...

Customer Experience University - Winning Loyalty &... ·

2021/12/16

This is the third in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by these leaders was to ensure every employee at every dealership was trained and equipped to drive customer delight. Mercedes-Benz approached this training

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05:32

Examining and Elevating Every Touchpoint | How to...

Customer Experience University - Winning Loyalty &... ·

2021/12/09

This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints. Specifically, at Mercedes-Benz, the customer experience team

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04:18

From Promises to Commitments | How to Drive Delight...

Customer Experience University - Winning Loyalty &... ·

2021/12/02

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA from 22nd on the JD Power Customer Satisfaction Index to the number one

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03:26

Cherish and Challenge Your Legacy | How to Deliver...

Customer Experience University - Winning Loyalty &... ·

2021/11/18

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard’s legacy was intact. But that outcome wasn’t always

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03:27

5 Things Service Professionals Should ALWAYS Say…

Customer Experience University - Winning Loyalty &... ·

2021/11/16

Dr. Michelli discusses five things customer service professionals should always say...

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03:48

Mobilize the Connection | How to Deliver World-Class...

Customer Experience University - Winning Loyalty &... ·

2021/11/11

This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Mobilize the Connection, I talked with, then CEO of Starbucks, Howard Schultz about digital transformation. He noted, “We started before there was a digital revolution; the third place was our stores. Our mobile focus has evolved to the point where everyone is

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04:02

Reach for Common Ground | How to Deliver World-Class...

Customer Experience University - Winning Loyalty &... ·

2021/11/04

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Reach for Common Ground, I highlight two competing perspectives held by cultural anthropologists - universalism and cultural relativism. While the words are daunting, the concepts are

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03:41

Love to be Loved | How to Deliver World-Class...

Customer Experience University - Winning Loyalty &... ·

2021/10/28

This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. When sitting across from Howard Schultz (the former CEO of Starbucks) it doesn’t take him long to get to the heart of leadership excellence which explains why I titled a Starbucks business principle “Love to

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05:29

Savor and Elevate | How to Deliver World-Class...

Customer Experience University - Winning Loyalty &... ·

2021/10/21

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-part series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." The story of Starbucks' meteoric growth during the 1990s and early 2000s is well chronicled in a series of books about the company including one I wrote titled The Starbucks Experience. However, by the mid-2000s the company was reeling

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05:07

Success Requires Community Engagement | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/10/14

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Throughout this series, we’ve explored belonging, trust, hospitality, and empowerment. This week we highlight community. The Airbnb Way is filled with examples and tactics

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04:42

Empowerment is More than a Management Catchphrase |...

Customer Experience University - Winning Loyalty &... ·

2021/10/07

This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on hospitality. This week we will spotlight empowerment and next week we will round out this series by discussing community. At the core of

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04:41

Everyone is in the Hospitality Business | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/09/30

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on trust. This week we will highlight hospitality and in the weeks ahead we will explore empowerment and community.

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05:03

Trust is the Currency of Relationships | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/09/23

This is the second in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on belonging, this week we highlight trust and in the weeks ahead we will explore hospitality, empowerment, and community. Given all the ways in which we routinely trust strangers in conventional business, why

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05:53

Create Belonging | Customer Experience Excellence –...

Customer Experience University - Winning Loyalty &... ·

2021/09/16

This is the first in a 5-part series. In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. As you can imagine, the timing of The Airbnb Way wasn’t optimal, as Airbnb faced its share of challenges with dramatic decreases in travel in the early phases of the pandemic. That said, I believe my work with Airbnb leaders provides important and enduring value across the five areas

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03:01

How to DRIVE employee engagement (part 2) | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/09/02

This is the final post in a series titled "Customer Experience IS Team Member Experience." Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week, I’ll round out the series with 10 more scientifically proven ways to increase your organization's

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