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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

02:52

How to DRIVE employee engagement (part 1) | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/08/26

This is the fifth post in a series titled "Customer Experience IS Team Member Experience." As this post's name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activities this week and 10 more to close out the series next week.

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05:28

What are the REAL benefits of employee engagement? |...

Customer Experience University - Winning Loyalty &... ·

2021/08/19

This is the fourth in a series titled "Customer Experience IS Team Member Experience." Generally, the benefits of a highly engaged workforce fall into two categories – increased financial performance and improved employee performance and well-being. Since employee engagement looks like the best thing since sliced bread, how do we increase it in our workplaces?

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04:09

How do you know if they are engaged? | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/08/12

This is the third in a series titled "Customer Experience IS Team Member Experience." As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12. Next week, we’ll look at employee engagement outcomes. For now, here are three challenge questions: Do you measure the engagement of your workforce? If so, how are you using what you learn to

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04:26

Vigor, Dedication, and Absorption | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/08/05

I’ve spent considerable time talking about adaptivity and learning resilience. As such, I’m intrigued by the role of "vigor" and “absorption” in concepts of employee engagement. As you'll recall from my last installment, employee engagement or EE was conceptualized in 1990 but didn't gain research traction until approximately 2008. In that post, I asked you to think about whether employee engagement is an employee trait, a state created by your organization, or a set of attitudes or behaviors.

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04:32

What‘s Science Got to Do With It? | Customer...

Customer Experience University - Winning Loyalty &... ·

2021/07/29

This is the first post in a series titled "Customer Experience IS Team Member Experience." As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement. So, what is known about employee engagement (also

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03:14

Reflect and Integrate | Mindset & Agility – The...

Customer Experience University - Winning Loyalty &... ·

2021/07/22

Previously, I've unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely: Flexibility Speed Experimenting Performance Risk Interpersonal Risk Taking Collaborating In this installment, we’ll explore the final three skills presented in Dr. Burke's book, Learning Agility. Those skills are: Information Gathering Feedback Seeking Reflecting

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03:38

Take Risks and Reach Out | Mindset & Agility...

Customer Experience University - Winning Loyalty &... ·

2021/07/15

Risk can come in the form of stretch opportunities or interpersonal sharing. In all cases, we need to proactively leave our comfort zones to grow and spark innovation. Volunteering for a new assignment, increasing appropriate, personal disclosure, and reaching out to others for collaboration, all require a courageous stretch. Think of a project or task that would force you to grow. How would you approach "volunteering" for the new possibility?

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05:38

How to Learn and Lead with Agility | Mindset &...

Customer Experience University - Winning Loyalty &... ·

2021/07/01

Professor Burke is an organizational psychologist who began studying the characteristics of high potential individuals and high-performance teams. In 2017, Professor Burke released his ground-breaking book, aptly title Learning Agility, Dr. Burke, along with partners at the Center for Creative Leadership, assessed hundreds of leaders to determine the behaviors needed to adapt and maximize leadership potential. Dr. Burke defines learning agility as a set of skills for dealing with new experiences

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04:55

Why Customer Experience Equals Open Mindset

Customer Experience University - Winning Loyalty &... ·

2021/06/24

Dr. Dweck is a Stanford University professor of personality, social, and developmental psychology. Her work looks at how beliefs shape individual differences, and her book Mindset -The New Psychology of Success is a must-read for anyone trying to drive personal or organizational change. Mindset offers insights on how belief systems foster or hinder growth and development. The good news from Carol Dweck’s work is that fixed mindsets don’t have to stay fixed. Like all behavioral change, the first step

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03:41

Remove the NOT | Mindset & Agility – The Rocket Fuel...

Customer Experience University - Winning Loyalty &... ·

2021/06/17

Given the complexity of business, specialization is a natural and powerful force. Often in larger organizations, the research and development department owns much of the innovation. For example, a customer experience leader might enlist the services of their agile team to gather input, create a minimally viable solution, and iterate product or service improvements. In that case, it's easy to conclude innovation is NOT your area. I’m convinced all of us can and should nurture our innate creative

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02:58

Embrace Ambiguity, Failure, and Fun | Mindset &...

Customer Experience University - Winning Loyalty &... ·

2021/06/10

In A Whack on the Side of the Head, Roger suggests that clarity is essential for communication but can be limiting when it comes to ideation. In essence, when we don't embrace the multi-faceted nature of problems we often rush to simple and incomplete solutions (typically selecting the first logical solution that comes to mind). Similarly, Roger believes that errors "are a sign that you are diverging from the well-traveled path" since an error can be "a stepping-stone to some new idea you might not

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04:20

There’s More than One Way | Mindset & Agility – The...

Customer Experience University - Winning Loyalty &... ·

2021/06/03

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book's author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered keen insights which were foundational to professor Carol Dweck's work on growth mindset and professor Warner Burke's research on learning agility. Since customer experience elevation requires flexibility,

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04:01

World-Class CX Leaders | Storytelling – It‘s Worth...

Customer Experience University - Winning Loyalty &... ·

2021/05/27

Recently, I have been asked to highlight companies that demonstrate breakthrough (CX) customer experience innovation. So, before I launch into another series, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. As you may know, the Manhattan-based jeweler serves upscale clients across the globe who are looking for custom-designed jewelry, especially engagement rings or other items that celebrate a milestone. The CX superpower for Zameer Kassam is storytelling. How are you

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04:23

Deliver 5 Levels of Value | Team Member and Customer...

Customer Experience University - Winning Loyalty &... ·

2021/05/20

Fairly 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

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04:27

Find the Value in the Data | Team Member and Customer...

Customer Experience University - Winning Loyalty &... ·

2021/05/13

his is the sixth and final post in a series titled "Team Member and Customer Experience Value." In my recently released book Stronger Through Adversity, Natasha Hritzuk the Vice President and Head of Consumer Insights at WarnerMedia Entertainment shared the challenges leaders can face when mining consumer insights to understand value drivers – especially in the context of a pandemic. According to Natasha, “In the first two months of our journey with COVID-19, we were concerned about a consumer

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05:58

It’s Not What You Value | Team Member and Customer...

Customer Experience University - Winning Loyalty &... ·

2021/05/06

I believe that even greater customer value comes from moving from services to experiences (rather than from products to services). I also believe physical and digital service experiences are not mutually exclusive. In other words, service is table stakes in the value equation of most customers, and well-designed branded, emotionally enveloping experiences are differentiators. Further, the future success of a business depends on a shift to digital self-serve bolstered by elevated human experience

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04:51

Think Efficiency and Effectiveness | Team Member and...

Customer Experience University - Winning Loyalty &... ·

2021/04/29

Writing 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

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04:39

It’s Not About Price. It’s About Perceived Value. |...

Customer Experience University - Winning Loyalty &... ·

2021/04/22

For the sake of example, let’s assume you purchased a beverage and you pay full price for it. Let’s further assume you received half as much of that beverage as you usually do for that price. You likely will perceive the transaction as having been 50% less valuable to you even though the price was the same as normal. Since perceptions of value are affected by far more than the quantity of an item a customer receives, experience designers seek to drive perceived value across a range of dimensions

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04:55

What‘s Value Got to Do With It | Team Member and...

Customer Experience University - Winning Loyalty &... ·

2021/04/15

How 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.

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04:04

Make it Simpler & Less Cluttered

Customer Experience University - Winning Loyalty &... ·

2021/04/08

According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I would argue extraordinary customer experience brands are also great simplifiers. This is the fifth and final post in a series titled "How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World." In the midst of all that confusion, team members and customers rushed toward leaders and

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