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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

04:42

Stronger Through Adversity | Seek Carefully

Customer Experience University - Winning Loyalty &... ·

2020/11/05

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. John Gerzema, the CEO of Harris Insights and Analytics, once observed, "Transparency, honesty, kindness, good stewardship, even humor, work in businesses at all times." I believe those qualities have had heightened importance during this crisis. In my conversations with leaders throughout the

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04:21

Stronger Through Adversity | Formally Listen Beyond...

Customer Experience University - Winning Loyalty &... ·

2020/10/29

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. Let's talk this week about formal listening, which includes inviting customers to attend virtual feedback sessions (focus groups) or sending surveys to employees. Formal approaches like surveys generate large quantities of real-time and actionable information.

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04:12

Stronger Through Adversity | Informally Listen Beyond...

Customer Experience University - Winning Loyalty &... ·

2020/10/22

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 borrow wisdom from Greek philosopher Epictetus who said, "We have two ears and one mouth so that we can listen twice as much as we speak." Throughout my conversations with leaders, it was clear that they were listening more and with increased intensity than they

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03:16

Stronger Through Adversity | Set Safety Supreme

Customer Experience University - Winning Loyalty &... ·

2020/10/15

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 wrote, "The more things change, the more they stay the same or so it would seem from reading Marcus Tullius Cicero's writings.” In conversations with leaders throughout the pandemic, it became clear that customer and employee safety (something that typically

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04:02

Stronger Through Adversity | Practice Employee Obsession

Customer Experience University - Winning Loyalty &... ·

2020/10/08

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 suggest that practicing employee obsession is an ominous concept since, in its most negative connotation, obsession means a disturbing preoccupation. I go on to write that the leaders I interviewed weren't advocating disturbing preoccupations with team members. I

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02:37

Stronger Through Adversity | Leave the Island

Customer Experience University - Winning Loyalty &... ·

2020/10/01

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. I wrote the following in Stronger Through Adversity, "Unfortunately, many leaders lose perspective on their limitations and carry an inordinate responsibility for the success of their organization, team, family, and community. They fail to heed the wisdom of poet John Donne when he wrote, 'No man

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03:23

Stronger Through Adversity | Follow the Terrain

Customer Experience University - Winning Loyalty &... ·

2020/09/24

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. During my conversations with leaders, many referenced having no roadmap for leading in the pandemic or suggested their previously crafted maps didn't apply. That prompted me to recall a lesson I learned when I started hiking 14,000-foot mountains in Colorado. A veteran climber told me, when the

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02:21

Stronger Through Adversity | Put Your Mask On First

Customer Experience University - Winning Loyalty &... ·

2020/09/17

Thank you for joining me for this series titled "Stronger Through Adversity." This series highlights key takeaways from my upcoming book of the same name. That book is based on conversations and work with more than 140 global leaders. This installment is titled "Put Your Mask On First." Leading through the pandemic has been an adventure. According to the CEOs and board members with whom I interacted, that adventure often meant self-sacrifice. Many leaders were working 16, 18, and 20 hours a day. I

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03:59

Stronger Through Adversity | Born from Conversation

Customer Experience University - Winning Loyalty &... ·

2020/09/10

I pitched and had the concept for Stronger Through Adversity accepted by the publication board at McGraw-Hill. In the next two months, I engaged in over 140 conversations with remarkable business, nonprofit, and public safety leaders. CEOs and Presidents of companies like Target, Verizon, Kohl's, Microsoft, Farmers Insurance, Dairy Queen, Mercedes-Benz, Zappos, United Way, Salvation Army, and so many more kindly took time to talk about the lessons they were learning or affirming during the pandemic

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04:07

Make it Technology-Aided and Human-Powered: Deliver a...

Customer Experience University - Winning Loyalty &... ·

2020/09/03

Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series. Like all retail and restaurant brands, Starbucks took a massive hit throughout the pandemic, but as of today, 90% of its stores remain open. That is a stark contrast to most global restaurant chains. I am convinced that

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03:29

Make it Technology-Aided and Human-Powered: Map the...

Customer Experience University - Winning Loyalty &... ·

2020/08/27

Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Map the Hybrid Journey." I now know how my mom felt when I lost my driver's license at age 16 for repeatedly speeding in my '57 Chevy. She didn’t mince words and forcefully said, "I told you what would happen if you didn't change your

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03:55

Make it Technology-Aided and Human-Powered:...

Customer Experience University - Winning Loyalty &... ·

2020/08/20

Thank you for joining me for the second installment in the series "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Compassion in Action." In my last post, I distinguished between compassion, empathy, and sympathy. I also shared that from the onset of the pandemic, I've worked with leaders and businesses that have responded to the

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04:33

Make it Technology-Aided and Human-Powered: Be...

Customer Experience University - Winning Loyalty &... ·

2020/08/13

Thank you for joining me for this new series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Be Compassionate." People are in love with technology these days, and well, they should be. It's hard to imagine how we would have operated any business if this type of pandemic had occurred in the late-1970s without the benefits of

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02:44

Better Than Normal - The Entrepreneurial New Days

Customer Experience University - Winning Loyalty &... ·

2020/08/06

Have you ever wanted to have a business do-over? In golf, we call it a mulligan. It's when you are forgiven your first shot and allowed to take another because, let's just say, the first ball didn't go where you intended. Guess what? COVID-19 has hit the GIANT reset mulligan button for every business. If pre-pandemic, you had cumbersome processes, now is the time to shed them and act like a start-up. If you didn't invest enough in contactless processes, you have a great chance to fix that

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02:50

Better Than Normal | The Listening New Days

Customer Experience University - Winning Loyalty &... ·

2020/07/30

For me, the "old normal" world of business was too often like going to a chamber of commerce or networking event where everybody was selling, and no one was buying. There are a lot of business cards passed around, but very few people listening and understanding how they can be of service. In this "Better than Normal" world, more people are willing to share input, and some companies are capitalizing by being more willing to listening. That listening takes the form of informal inquiries. For

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03:59

Better Than Normal | The Empathic New Days

Customer Experience University - Winning Loyalty &... ·

2020/07/23

I used to use the word empathetic until a researcher in the field corrected me. She said, "'Empathetic is wrong and empathic is correct." She added, "There is nothing 'pathetic" about empathy. Henceforth, I'm in the empathic camp. Now that's out of the way, let's look at how the world has gotten better thanks to an upsurge in empathy. As you likely know, the word empathy comes from a German word that roughly translates as "feel into” and humans are hard-wired to feel into the emotions of others

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03:25

Better Than Normal - The Vulnerable New Days

Customer Experience University - Winning Loyalty &... ·

2020/07/16

I love thinking I'm invincible - look at me who'd want to go toe-to-toe with me? Then again, when I look a little more closely I realize I'm not all that. What a gift COVID-19 has been when it comes to putting a humbling mirror up to most business owners and leaders. Growing up in my Italian home, I was told never to say things like a pandemic is a gift, so I hope you forgive me. My point isn't that any of us wanted this tectonic disruption. It's just that we are best served by finding the thin

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02:51

Better Than Normal | The Purposeful New Days

Customer Experience University - Winning Loyalty &... ·

2020/07/09

This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. I have been busier than I’ve ever been before during the pandemic, but in those rare moments of reflection, I have been able to evaluate what brings value and what was simply a habit, and your customers are doing the same. For example, I used to live in

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03:10

Better Than Normal – The Good New Days

Customer Experience University - Winning Loyalty &... ·

2020/07/02

This is the first installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. I don’t know about you, but I am already eager to put the phrase “new normal” out to pasture! When most people say it, I hear the pain in their voice and a nostalgic longing for the way things used to be. There’s an “if only” packed into it. If only, we

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03:25

It’s Emotional – Finding Comfort in Uncertainty

Customer Experience University - Winning Loyalty &... ·

2020/06/25

I suspect you may be at least a little like me. I like spontaneity, but only on my terms. I’m a fan of agendas, plans, and being confident that my position on an issue is well informed. Then came COVID-19, a sub-microscopic infectious agent, roughly 1/1000 the width of a human hair. I am lucky to date in that the virus has not rendered me or those I love ill, hospitalized, or worse. But it, along with the death of George Floyd, sent orderliness, planning, and knowledge certainty whirling. Those

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