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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

04:27

Mapping the Moments That Matter in Customer Journeys

Customer Experience University - Winning Loyalty &... ·

2025/04/10

In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn

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03:18

Building a Culture of Innovation Through Empowerment

Customer Experience University - Winning Loyalty &... ·

2025/03/27

In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success

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03:21

The Role of Emotional Intelligence in Exceptional...

Customer Experience University - Winning Loyalty &... ·

2025/03/20

In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture. Dr. Michelli highlights that an emotionally

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03:22

Empathy: The Heart of Exceptional Leadership

Customer Experience University - Winning Loyalty &... ·

2025/03/06

In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer

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03:23

Building Loyalty Beyond Transactions: The Power of...

Customer Experience University - Winning Loyalty &... ·

2025/02/27

In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs. Dr. Michelli highlights strategies for building trust and celebrating customer advocates to reinforce their importance to the

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03:51

The Role of Emotional Intelligence in Leadership

Customer Experience University - Winning Loyalty &... ·

2025/02/06

In this episode, Dr. Joseph Michelli explores emotional intelligence's (EI) crucial role in leadership, drawing on his insights gained while consulting for high-profile companies like Ritz-Carlton and Mercedes-Benz. He shares how leaders can enhance their self-awareness, regulate reactions, and foster open communication, which collectively builds a culture of trust and innovation. By mastering EI, leaders can inspire greater loyalty and performance within their teams and customer

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03:44

Sustainable Growth: Balancing Expansion and Excellence

Customer Experience University - Winning Loyalty &... ·

2025/01/30

In this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr. Michelli highlights how sustainable exceptional customer experiences drive growth and involve balancing expanding revenues and nurturing

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03:44

The Loyalty Equation: How to Turn Transactions Into...

Customer Experience University - Winning Loyalty &... ·

2025/01/23

In this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively promote and support your company.Key strategies covered include consistently exceeding customer expectations, fostering emotional connections, and

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04:15

The AI Advantage in Customer Experience: Balancing...

Customer Experience University - Winning Loyalty &... ·

2025/01/16

In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer

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03:29

Wrapping Up the Year Strong: Strategies for Thriving...

Customer Experience University - Winning Loyalty &... ·

2024/12/12

In this episode, Dr. Michelli shares ten invaluable tips to help businesses thrive during the intense holiday season, drawn from his extensive experience with companies like Godiva Chocolatier. As the countdown to Christmas begins, he emphasizes the importance of maintaining a balance between efficiency and the human touch in customer service.Dr. Michelli advises starting each customer interaction with a genuine greeting, highlighting the positive impact this can have on the shopping

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03:52

The Power of Product Knowledge: Mastering the Basics

Customer Experience University - Winning Loyalty &... ·

2024/11/14

In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversight in customer service training.Dr. Michelli revisits the fundamental lessons he incorporated into Godiva's training, emphasizing the necessity of

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04:17

Tis the Season: Scaling-up for Consistently Memorable...

Customer Experience University - Winning Loyalty &... ·

2024/11/07

In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their teams thoroughly.Drawing from his insights in "Leading the Starbucks Way," Dr. Michelli emphasizes the importance of a clear service vision to maintain

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04:06

Transforming Service into Experience: The Power of...

Customer Experience University - Winning Loyalty &... ·

2024/10/31

In this episode, Dr. Michelli examines the profound impact of exceptional customer service that transitions into unforgettable customer experiences. He shares a compelling story from Capital One, where a simple customer service interaction was transformed into a memorable experience that resonated deeply with the customer.The story revolves around Kalen Raynor, who contacted Capital One for a replacement debit card but received much more than she bargained for. During the call, her

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04:11

The Truth About Customer Experience: It’s the...

Customer Experience University - Winning Loyalty &... ·

2024/10/24

In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance.The article highlights that organizations focusing on the entire customer journey, rather than isolated interactions, achieve enhanced customer satisfaction, reduced churn, and increased

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04:41

It's Not Just Who You Know: Building Deeper...

Customer Experience University - Winning Loyalty &... ·

2024/10/17

In this episode, Dr. Michelli delves into the art of relationship-building, challenging the traditional adage with a nuanced approach: “It’s not what you know OR who you know. It’s what you know ABOUT who you know and what they know about you.” He discusses the importance of not only forming connections but also deeply understanding and being understood by those in your network.Dr. Michelli is joined by Howard Partridge and Jim Cathcart, who expand on the concept by emphasizing positioning and

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05:15

Customer Experience (CX) Day - Celebrating the Power...

Customer Experience University - Winning Loyalty &... ·

2024/10/03

In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program aimed at cultivating leaders in customer-centric strategies across diverse industries.The program, designed in line with core competencies from the

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04:14

Defying Expectations - The Power of Vision, Purpose,...

Customer Experience University - Winning Loyalty &... ·

2024/09/19

In this episode, Dr. Michelli reflects on the remarkable journey of Ernie Andrus, a World War II Navy veteran who, at the age of 100, completed his second run across America. Dr. Michelli shares insights from his personal experience running alongside Ernie, exploring the deep lessons in determination, resilience, and purpose that Ernie's endeavors impart.Ernie Andrus not only shattered records by becoming the oldest man to run across the United States but also inspired countless individuals along

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04:44

Your Customers Are Changing Fast, Are You?

Customer Experience University - Winning Loyalty &... ·

2024/09/12

In this episode, Dr. Michelli examines Starbucks' evolution under Howard Schultz's leadership from a traditional coffee shop to a modern quick-service model dominated by mobile ordering and drive-thrus. Reflecting on his extensive experience as a consultant for Starbucks and his insights from authoring books about the company, he discusses how Starbucks adapted its business to align with shifting customer behaviors and preferences, particularly the increasing demand for

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04:01

Artificial Intelligence is NOT a Customer Experience...

Customer Experience University - Winning Loyalty &... ·

2024/09/05

In this episode, Dr. Michelli delves into the ethical and legal challenges associated with the use of AI and data analytics in customer service, highlighted by the ongoing lawsuit involving Patagonia and its use of Talkdesk's services. This case exemplifies the crucial need for transparency and customer consent in data practices, as it alleges that Patagonia intercepted and analyzed customer communications without proper authorization, raising significant privacy concerns.Dr. Michelli outlines

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04:32

Birds of Different Feathers SHOULD Flock Together:...

Customer Experience University - Winning Loyalty &... ·

2024/08/29

In this episode, Dr. Michelli explores the intriguing partnership between Starbucks and Mercedes-Benz (two brands with which he's worked and written books about), focusing on their collaborative effort to expand electric vehicle (EV) charging facilities. This alliance aims to install high-power EV chargers at over 100 Starbucks locations along a major travel corridor from Washington to California, merging sustainability with customer convenience.Dr. Michelli discusses how this

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586 results

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