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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

01:14

Merry Christmas and Prosperous 2025!

Customer Experience University - Winning Loyalty &... ·

2024/12/19

In this episode, Dr. Joseph Michelli takes a moment to express his gratitude and share plans for the upcoming year. He announces a brief hiatus to enjoy the holiday season and reveals exciting content awaiting listeners in January, including discussions on the latest customer experience and leadership trends for 2025. Additionally, Dr. Michelli teases his upcoming book about Amazon One Medical, which is set for release later in the year. He closes the episode by extending heartfelt thanks for

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04:16

Thriving Through the Holiday Rush: Seven Key...

Customer Experience University - Winning Loyalty &... ·

2024/12/05

In this episode, Dr. Michelli offers invaluable insights for managing the unique stresses and demands of the holiday season in the business world. He emphasizes that while the season can bring out humanity's best, it can also lead to heightened frustrations, making it crucial for leaders to transform potential conflicts into opportunities for connection and customer loyalty.Dr. Michelli outlines seven key service behaviors designed to enhance customer interactions during the busy

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03:17

Put Simply - Authentic Gratitude Matters!

Customer Experience University - Winning Loyalty &... ·

2024/11/28

In this episode, Dr. Michelli delves into the profound role that gratitude plays in both personal well-being and business success. Reflecting on the insights of author Melody Beattie, he emphasizes how gratitude can transform the mundane into the extraordinary, turning everyday interactions into opportunities for meaningful connections.Dr. Michelli shares personal anecdotes from his childhood in Colorado, illustrating how his parents chose a local grocery store over a larger chain,

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04:41

Elevating Employee Wellbeing: The Key to Workplace...

Customer Experience University - Winning Loyalty &... ·

2024/11/21

In this episode, Dr. Michelli explores the intricate dynamics of hybrid and remote work environments and their impact on employee well-being. Citing recent Gallup and Workhuman research, he underscores that while flexibility is cherished, it alone does not guarantee enhanced employee satisfaction.The cornerstone of thriving remote teams lies in creating a human-centered work culture, where clear expectations, recognition, and comprehensive support are paramount. Dr. Michelli provides actionable

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04:05

The Success of Your Business Depends on a Single...

Customer Experience University - Winning Loyalty &... ·

2024/10/10

In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments than their more cynical counterparts.Highlighting the significance of assuming positive intent, Dr. Michelli offers actionable tips for building trust and

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04:25

Are you a Lovemark? The Journey to Becoming a Beloved...

Customer Experience University - Winning Loyalty &... ·

2024/09/26

In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in their customers' lives.Dr. Michelli reflects on his experience while working on "The Starbucks Experience" and "Leading the Starbucks Way," where he

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04:06

Walking Your Talk: Cultivating Authentic Customer...

Customer Experience University - Winning Loyalty &... ·

2024/08/01

In this episode, Dr. Michelli explores the impact of authentic service and how brands like Zappos have set a high standard for customer care that many aspire to emulate. He draws from his book "The Zappos Experience" and examples from social media to illustrate how genuinely caring service can transform a customer's perception and loyalty.Focusing on the essence of service that brands like Zappos, Starbucks, and Ritz-Carlton embody, Dr. Michelli shares actionable insights on how businesses can

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04:05

Owning Peace of Mind - Everyone is Responsible for...

Customer Experience University - Winning Loyalty &... ·

2024/07/18

In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for businesses to genuinely ensure customer satisfaction and peace of mind.The discussion pivots to strategies for businesses to enhance their customer experience by

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04:19

Autonomy and Guidelines - The Art of Front-Line...

Customer Experience University - Winning Loyalty &... ·

2024/07/11

In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need for empowering front-line employees.Micah Solomon, author of "High-Tech High-Touch Customer Service," champions autonomy in service roles, suggesting that

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05:11

The Art of pARTnership: Maximizing Win/Wins

Customer Experience University - Winning Loyalty &... ·

2024/05/30

In this episode, Dr. Michelli explores the art and science of stakeholder management, inspired by research for an upcoming 2025 book release. The podcast presents a quote from Mother Teresa, setting the tone for discussing collaborative success among diverse stakeholders.Listeners are introduced to several analytical frameworks that aid in understanding and enhancing stakeholder relations. These include the Power Interest Matrix, which helps classify stakeholders by power and interest, and the

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03:51

Driving Customer Loyalty by Zigging When Others Zag

Customer Experience University - Winning Loyalty &... ·

2024/05/02

This episode explores the strategies behind Macquarie Technology Group's success, as detailed in Joseph's new book "Customer Magic." It underscores the necessity for organizations, regardless of size, to create value through people, process, and technology. Macquarie exemplifies how challenging the status quo, focusing on customer-centricity, and offering transparency can revolutionize industries.Listeners will gain insights into Macquarie's approach to leveraging unique value by developing an

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03:49

Cultivating a Winning Company Culture: Lessons from...

Customer Experience University - Winning Loyalty &... ·

2024/04/25

In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership and empathy in building durable customer relationships. Joseph also addresses the significance of a results-driven approach, emphasizing performance

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04:09

Injecting Fun into Your Business Culture: A Lesson...

Customer Experience University - Winning Loyalty &... ·

2024/03/21

This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous acts of fun, and foster a culture of innovation through lighthearted interactions.The podcast also addresses the

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04:31

Elevating Customer Service: A Guide for Business...

Customer Experience University - Winning Loyalty &... ·

2024/03/14

In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and 5) Positive Ending.The episode then transitions these steps into actionable customer experience lessons. It emphasizes the importance of personalizing

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34 results

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