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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

04:44

Faster into the Future | How to Deliver Memorable...

Customer Experience University - Winning Loyalty &... ·

2021/04/01

Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Is your average response time from customer service below 5 minutes?

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04:40

Emotion Drives Memory | How to Deliver Memorable...

Customer Experience University - Winning Loyalty &... ·

2021/03/25

"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. The pandemic has produced sustained and heightened emotions of fear, anxiety, uncertainty, sadness, isolation, and loss. As such, the actions of leaders, team members, and brands are more vividly recallable than pre-pandemic events

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04:09

Deliver Memorable Internal and External Customer...

Customer Experience University - Winning Loyalty &... ·

2021/03/18

Brian Solis observed, "Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it." Calling back to Brian Solis' quote, do you believe your business is experiencing digital Darwinism - reflecting an expedited evolution of consumer behavior, COVID-19, and technology advances?

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05:11

How to Deliver Memorable Customer Experiences in a...

Customer Experience University - Winning Loyalty &... ·

2021/03/11

Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say they want from their employers and companies with whom they do business. In addition to self-reported preferences, I watched consumer behavior dating back to research conducted as the virus first took hold in China. This is the first post in a series titled How to Deliver Memorable Internal and External Customer Experiences in a

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03:24

The Gifts of the Pandemic | Stronger Through Customer...

Customer Experience University - Winning Loyalty &... ·

2021/03/04

"My humanity is bound up in yours, for we can only be human together." Those are the words of civil rights leader Desmond Tutu. This is the final post in a series titled The Gifts of the Pandemic. For me, one of the most significant benefits of this unwanted crisis has been a recommitment to the human experience. By that, I mean, leaders have demonstrated more compassion and respect for their employees' needs. Team members have made sacrifices for one another and exceeded customer expectations. For

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02:56

The Gifts of the Pandemic | Stronger Through Gratitude

Customer Experience University - Winning Loyalty &... ·

2021/02/25

It’s easy to remember a time when someone failed to acknowledge our contribution. However, it’s almost impossible to know how often people walked away from interacting with us feeling underappreciated. Based on my experience this last year, I’ve noticed leaders expressing gratitude more frequently to their team members. Michelle Gass, CEO of Kohl’s, exemplifies this unintended benefit of the pandemic. Michelle told me one of her top priorities during COVID-19 has been to “consistently express my

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04:38

The Gifts of the Pandemic | Stronger Through Purpose

Customer Experience University - Winning Loyalty &... ·

2021/02/18

The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding adventure. Now imagine you strap into your Space Mountain ride, and it lasts more than two and 1/2 minutes. Imagine you're still going for two and ½ hours, and you have no idea when the ride will end. Such is the state of disequilibrium most of us have experienced during the pandemic. This is the fifth post in my series titled The Gifts of the

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03:36

The Gifts of the Pandemic | Stronger Through Adaptivity

Customer Experience University - Winning Loyalty &... ·

2021/02/11

This is the fourth post in my series titled The Gifts of the Pandemic. So far in this series, we've looked at pandemic gifts or teachable moments that include: Learning Humility Empathy Upcoming installments will focus on: Clarity of Values Gratitude Human Experience Elevation I realize the title of this series can be a bit jarring. How can the pandemic provide "gifts?" When it comes to adaptivity, the pandemic forced many companies to pivot or perish. For more about adaptivity and "pivoting with

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04:36

The Gifts of the Pandemic | Stronger Through Empathy

Customer Experience University - Winning Loyalty &... ·

2021/02/04

For me, empathy is best exemplified by neuroscientific research, which shows when we observe the pain of others, it activates the same neural pathways as when we experience pain ourselves. We are hardwired to “feel into” the pain of others, which is the translation of the German root from which the word empathy evolved. Empathy is the gift of feeling into the emotions of others. For more about empathy and compassion, I hope you will pick up or gift a copy of my book Stronger Through Adversity, which

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05:11

The Gifts of the Pandemic | Stronger Through Humility...

Customer Experience University - Winning Loyalty &... ·

2021/01/28

Let’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

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03:55

The Gifts of the Pandemic | Stronger Through Learning

Customer Experience University - Winning Loyalty &... ·

2021/01/21

Here'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,

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05:04

Three Ways to Lead with Light

Customer Experience University - Winning Loyalty &... ·

2021/01/14

In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” Quite frankly these days I’m just trying to get through the darkness of our time. For me, when it's darkest, when I am horrified by nightly death tolls, or righteousness that prompts inexplicable violence, I look for light on the horizon. Sometimes it’s hard to see more than flickers, but I know the light is there and waiting for me find it. Today I'm discussing three sources that

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00:41

Happy New Year!

Customer Experience University - Winning Loyalty &... ·

2021/01/07

Whew 2020 is over! On behalf of our team, I wish you a safe and prosperous 2021. Next week I will resume our video series Stronger Through Adversity, based on the book I released last month, but for now I’ll simply share words of hope written by Anne Frank. She noted: ”What a wonderful thought it is that some of the best days of our lives haven’t even happened yet.” I’m looking forward to those “best days of life - yet to come.” How about you?

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02:47

Stronger Through Adversity Spotlight on David Hudson

Customer Experience University - Winning Loyalty &... ·

2020/12/31

Throughout December, I’ve been sharing a few excerpts from Stronger Through Adversity to provide stories and lessons on resilience and hope. I had lots of stories to choose from, thanks to the wisdom shared by over 140 leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz. Today I’ll excerpt a section which features David Hudson, Commissioner and National Commander of The Salvation Army. If you would like to learn more about the book Stronger Through

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00:28

Merry Christmas

Customer Experience University - Winning Loyalty &... ·

2020/12/24

Wishing you and yours a Merry Christmas. I told my family that the only “gift” I wanted this year is a safe way for us to be physically together in the days ahead. I want that gift for you as well. Until those days come, Merry Christmas from The Michelli Experience team.

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03:04

Stronger Through Adversity Spotlight on Johnny Yokoyama

Customer Experience University - Winning Loyalty &... ·

2020/12/10

My new book, Stronger Through Adversity features 140 plus leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz, who shared their insights and wisdom. Today I'm sharing a section from the foreword of Stronger Through Adversity, which was written by my mentor Johnny Yokoyama. Irrespective of Johnny's recommendation to pick-up my book, I encourage you to take time this month to think about the lessons you have learned this year and how you will be stronger as

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04:09

Stronger Through Adversity | Bring Yourself to Work

Customer Experience University - Winning Loyalty &... ·

2020/12/03

Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. In Stronger Through Adversity, I play off the theme of "Bring your Son or Daughter to Work" day to emphasize the importance of bringing our authentic self to work every day. The leaders I spoke with for the book, whether that was Stephanie Linnartz, President of Marriott, Steven Preston, CEO of

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02:03

Happy Thanksgiving

Customer Experience University - Winning Loyalty &... ·

2020/11/26

I wanted to interrupt my series Stronger through Adversity to simply say Happy Thanksgiving. For those of you across the US, I suspect, if you are like me, the Thanksgiving table will be quite different this year. While I wish I could be with my children and grandchildren, I am still filled with gratitude. If anything, this year has been a tremendous opportunity to gain perspective on what really matters. It’s easy to get wrapped up in pain, fear, anger, and divisiveness brought on by the

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04:28

Stronger Through Adversity | Choose Words Wisely

Customer Experience University - Winning Loyalty &... ·

2020/11/19

Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. In conversations with leaders like Hans Vestberg, CEO of Verizon, Brian Cornell, CEO of Target, Matt Renner, President of Microsoft, and Barbara Humpton, CEO of Siemens USA, there were several consistent themes about thoughtful communication. Here is a cliff notes version of some of them: 1) The

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04:10

Stronger Through Adversity | Speak Truthfully

Customer Experience University - Winning Loyalty &... ·

2020/11/12

Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19. How would you rate your communication transparency during the pandemic? More importantly, how would your team members rate you on communication openness? If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to

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