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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

It’s Emotional – Now is the Time to Design

Customer Experience University - Winning Loyalty &... ·

2020/06/18

Let’s face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight. If, before COVID -19, you sold flowers in a traditional retail store, suddenly; you had to find a way to take your entire business online. Service providers leveraged technologies to maintain relationships with their clients and minimize revenue losses. COVID-19 was a gut punch that forced radical business transitions, reduced service interactions to

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04:17

It’s Emotional – Flip the Feeling

Customer Experience University - Winning Loyalty &... ·

2020/06/11

I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early in my career and helping people deal with anxiety, depression, loneliness, and isolation. It’s also affected by the last 20-plus years of my career, where I’ve helped mostly Fortune 500 leaders create positive emotional bonds with their customers. I share that context because I am about to say something outrageous and I hope you will stay with

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04:18

It’s Emotional – Listen to the Feelings Behind the Words

Customer Experience University - Winning Loyalty &... ·

2020/05/28

Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. A couple of installments back I talked about my dislike for how the word unprecedented is being used in the context of this pandemic. Typically, these days unprecedented implies no one has ever encountered a

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05:14

It’s Emotional – Honor the Fear

Customer Experience University - Winning Loyalty &... ·

2020/05/20

This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. There are days in this pandemic reality that quite literally seem upside down. While disorienting at times, I am heartened by how core leadership and human experience skills resoundingly apply; particularly when those skills are

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04:57

It’s Emotional – Focus on the Hole

Customer Experience University - Winning Loyalty &... ·

2020/05/15

This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. This week’s installment is titled Focus on the Hole. I take exception with the overuse of some words these days, particularly when those words suggest we are powerless or helpless. One of my least favorite words (which I intentionally

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04:25

Break the Glass – The ABCs of Customer Experience...

Customer Experience University - Winning Loyalty &... ·

2020/05/07

This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions play in customer experience delivery.) Sales trainers have long championed the concept of ABC. Which stands for always be closing. They suggest that when presenting your service or product, you should always be moving the conversation to close the sale. In

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03:53

Break the Glass – Be Surprisingly Kind

Customer Experience University - Winning Loyalty &... ·

2020/04/30

This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being surprisingly kind. Prior to COVID-19’s disruption across much of the world, my team and I launched something we call the Surprisingly Kind movement. We are collecting and sharing stories of surprising kindness.

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03:18

Break the Glass – Set Expectations

Customer Experience University - Winning Loyalty &... ·

2020/04/23

Thanks for joining me for the third installment in my series titled Break the Glass, where we’re looking at ways to take constructive action in these unprecedented times. This week we’ll explore the importance of setting expectations for team members and customers alike. We’ll also link expectation setting to the third of the four key behaviors covered in this series – namely letting people know if and when you are open. No matter what the status of your business – now is not the time to go radio

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03:20

Break the Glass – Anticipate

Customer Experience University - Winning Loyalty &... ·

2020/04/16

Last week we talked about the first of four categories of constructive behaviors that this series will cover, namely listening to the needs and pain of your team and customers. This week we will focus on anticipation and I will link anticipation to the second category of constructive behavior, which is offering value, thought leadership, and kindness.

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04:46

Break the Glass – Listen

Customer Experience University - Winning Loyalty &... ·

2020/04/09

I have been surprised at how quickly some owners, leaders, and managers have lost their focus on the people who created their success. Those leaders certainly prioritized team members and customers when business was good, but due to panic prompted by threats of business survival. In essence, self-preservation leads to “self-absorption.”

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03:28

Sharing Not Telling – Gratitude and Hope in Action

Customer Experience University - Winning Loyalty &... ·

2020/04/02

I want to offer a glimpse into a personal practice that helps me in these times. I truly hope that this approach will be helpful to you as well. It involves taking time every day to list and share the things for which you are grateful. Here’s an example of a recent day of writing...

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04:26

Leadership is NOT Waiting to Follow – Be Thoughtful,...

Customer Experience University - Winning Loyalty &... ·

2020/03/26

This week I'm sharing lessons from the most challenging week of my career (and quite frankly, I had it easy compared to so many). When I’m talking challenges, I’m talking about leadership challenges faced by people I’m proud to call clients and friends. Let’s start with the word – leadership. This past week I participated with phenomenal teams who stared into an uncertain future and led.

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03:08

Leadership and Life Lessons Learned In a Pandemic –...

Customer Experience University - Winning Loyalty &... ·

2020/03/19

When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and the wisdom of the ages, to cope with uncertainty like none I’ve encountered in my lifetime. Leveraging off my mom’s aforementioned phrase, I’ve been reflecting on this question – what can we learn and do in the face of this Pandemic?

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03:40

VUCA, Coronavirus, and Tools for Human Experience...

Customer Experience University - Winning Loyalty &... ·

2020/03/12

For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of years later in Army War College documents. As you likely know, VUCA refers to navigating a world replete with: Volatility Uncertainty Complexity, and Ambiguity In continuation of my series on leading transformational human experiences in uncertain

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03:22

Listening and Leading Customer Experience in...

Customer Experience University - Winning Loyalty &... ·

2020/03/06

I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the form of remote sales strategies or enabling team members to work from home. Maybe I am unusually lucky, but in contrast to political leaders who can get

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04:39

Isn’t It Time for Ecosystem Mapping? | The Changing...

Customer Experience University - Winning Loyalty &... ·

2020/02/27

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this book, Peck suggested above all else people fear change. That made me wonder if we also fear that things won’t change. In other words, we get bored when things become stagnant and become overwhelmed

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04:01

Are Customers Getting Smarter than Business Leaders?...

Customer Experience University - Winning Loyalty &... ·

2020/02/20

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. While customer expectations are increasing at a lightning pace, the fundamentals of customer experience delivery have remained relatively constant across the past decade. Smart customers realize that they have the power to choose brands that care about them and exceed their expectations. Less smart leaders believe that customers make decisions

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04:22

The Art and Heart of Successful Human Experience...

Customer Experience University - Winning Loyalty &... ·

2020/02/13

Quite frequently, my team and I are asked to develop customized frontline and leadership training materials in support of an enhanced team member or customer experience. Having reviewed a lot of generic service training materials available in the market today, I find myself cringing when the curriculum proceeds down any number of over-traveled paths like these...

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04:42

Being Surprisingly Kind | Starting a Movement for...

Customer Experience University - Winning Loyalty &... ·

2020/02/06

We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be intentional. We also believe that it is not enough to be kind only when it’s expected. We want to surprise others with kindness! Finally, we believe stories of surprising kindness serve to inspire others, so we hope you will share stories of leaders, managers, team members, colleagues, friends, family, acquaintances, and even strangers who have been

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04:11

Everything Matters When It Comes to First Impressions...

Customer Experience University - Winning Loyalty &... ·

2020/01/30

Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey of their core customer segments. While each customer group will differ on the moments-that-matter most to them, certain customer interaction points play a fairly universal role when it comes to customer engagement or customer churn.

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