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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

Leveraging Trends to Drive Business Success through...

Customer Experience University - Winning Loyalty &... ·

2020/01/23

Let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. That study reflects the input of more than 13,000 marketers, IT professionals, and creatives from across the globe. Let’s take a look at a couple of these findings and what they can mean for your business.

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04:11

2020 and Beyond | How to Deliver Memorable Customer...

Customer Experience University - Winning Loyalty &... ·

2020/01/16

You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use their global research on consumer expectations for human care and technology deployment. Today, I’ll share some of PwC’s findings from their 2020 Retail Marketplacestudy, which has broad implications beyond the retail sector. In that research, PwC

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03:59

Looking Back, Letting Go, and Moving Forward

Customer Experience University - Winning Loyalty &... ·

2020/01/09

I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important elements of personal and business success. Many of us will begin 2020 with a long list of new strategic priorities. We’ll identify six, seven, or more new projects to add to business objectives that carried over from 2019. All these new initiatives may be relevant to future success, but few will likely garner widespread buy-in and effective execution. From

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03:49

Imagine it is 2025 – How’s Your Customer Experience?

Customer Experience University - Winning Loyalty &... ·

2020/01/02

What will customers expect and encounter when they interact with you and your business in 2025? I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away.

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03:20

Slowing Down to Savor the Season – Unplugging to...

Customer Experience University - Winning Loyalty &... ·

2019/12/26

About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it, the authors, Jo Robinson and Jean Staeheli, focused on four main themes: Prioritize gift-giving to those who truly need your gifts Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values Seek to be a

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02:53

Put a Bow on It | The Art of Wrapping and Trimming...

Customer Experience University - Winning Loyalty &... ·

2019/12/19

For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it. Allow me to explain…

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04:16

Not All Customers are Jolly but Service Professionals...

Customer Experience University - Winning Loyalty &... ·

2019/12/12

The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we've heard of “Cyber Grinches” who gobble up online deals for high-demand items only to resell them when scarcity drives up the price. No matter your business, people can become – let’s call it - frayed this time of year. So, here are a few tips I’ve shared across the years to help people

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03:41

Winning this Holiday Season | The Art of Selling...

Customer Experience University - Winning Loyalty &... ·

2019/12/05

The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores. Here are some things to consider as you build a lasting customer relationship based on positive sales experiences.

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03:43

Create a Hostile Environment for the Ungrateful

Customer Experience University - Winning Loyalty &... ·

2019/11/28

I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it easy for ungrateful and scarcity-minded people to find employment elsewhere. Unfortunately, I have seen many examples where talented and positive people churn because the culture does not suit them. Wouldn’t it be great if your company was actually too

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03:41

The Formula for Experience Success: Artificial +...

Customer Experience University - Winning Loyalty &... ·

2019/11/21

Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There's much at stake for this year’s retailers with spending projected to break a record and possibly top the 1 trillion-dollar mark. Whether it's the way Target will be using augmented reality to help families visualize the Christmas trees they will be choosing for their homes, how Walmart will be enabling shoppers to scan the toy catalog using their mobile

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05:13

Catching What‘s Right | The Art of Service Storytelling

Customer Experience University - Winning Loyalty &... ·

2019/11/14

From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called customer service and now is called customer experience, I have seen the power of well-designed customer experience reward and recognition programs as well as the effectiveness of leaders who tell stories of optimal customer experience delivery. My favorite example of leadership storytelling involves David

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04:07

Convenience over Privacy? Paying Attention to...

Customer Experience University - Winning Loyalty &... ·

2019/11/07

Let me give you a sense of how far customers are willing to be tracked in the name of personalization and convenience. Granted, my example comes from Sweden, but I sense it is a harbinger of things to come on a global basis.

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03:51

Inspiring Growth: Not Demanding It!

Customer Experience University - Winning Loyalty &... ·

2019/10/31

I am convinced that most people want to make the lives of those they serve better. When they fall short, those individuals often need help to develop a specific skill or the confidence to believe they will find better options if they persist. Customer experience excellence is a core competency, not an instantly attainable destination. Great leaders help develop that competency in their team members by navigating the nuances and complexities of human experience delivery.

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03:30

Customer Experience Excellence Requires Shared...

Customer Experience University - Winning Loyalty &... ·

2019/10/24

Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One Alliance and I'm honored to be a founding member of that alliance along with others like Keith Grossman, President of TIME, and Nick Sinai, former US Deputy CTO and Adjunct Faculty Member at the Harvard Kennedy School. The alliance’s charter is “to explore how organizations can bridge the gap between people and technology to drive greater

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04:16

Success is a Patient, Team Sport – Experiencing...

Customer Experience University - Winning Loyalty &... ·

2019/10/17

If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior books took closer to three years from inception to publication! I share all of this to illustrate two points that relate to social trends, collaboration, and project completion.

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04:27

The Never-ending Journey to Customer Experience...

Customer Experience University - Winning Loyalty &... ·

2019/10/10

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.

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03:57

Silos Do More than Hold Grain – They Hold Back...

Customer Experience University - Winning Loyalty &... ·

2019/10/03

I am convinced that NO leader sets out to create a siloed organization; however, organizational silos are highly present, naturally occurring, and self-perpetuating. I recently wrote an article for Forbes, which outlines key factors that collaborative teams should consider when they seek to innovate and drive customer value. Leveraging Airbnb as an example, I highlight convenience, personalization, and personal care as prime targets. What efforts have you taken to breakdown silos in your

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04:12

How to make EVERY DAY Customer Experience Day

Customer Experience University - Winning Loyalty &... ·

2019/09/26

October 1st is Customer Experience (CX) Day! Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying) customers. I’d love to talk with you about how you can make EVERY DAY CX DAY – simply reach out to me here.

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04:10

The Benefits of Examination | How Would You Answer...

Customer Experience University - Winning Loyalty &... ·

2019/09/19

I am on a media tour in the pre-launch phase of my new book The Airbnb Way(you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those queries here since they relate to customer experience enhancement.

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04:42

How’s your growth mindset? The link between mindset...

Customer Experience University - Winning Loyalty &... ·

2019/09/12

Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you have one, you are likely on the way to losing it. How's your growth mindset?

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