x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

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

04:40

Where is Your Customer Experience Going?: Enhancing...

Customer Experience University - Winning Loyalty &... ·

2024/08/22

In this episode, Dr. Michelli delves into the critical importance of perspective in understanding customer interactions with products and services. He explores the concept of being too close to a process to assess it objectively, highlighting the need for businesses to step back and view their offerings through the eyes of their customers.Dr. Michelli introduces the concept of customer journey mapping, a powerful tool for visualizing the steps customers go through in engaging with a

en

04:17

Valued but Not Equal - A Case for Customer Segmentation

Customer Experience University - Winning Loyalty &... ·

2024/08/15

In this episode, Dr. Michelli addresses the nuanced reality that while customers may not always be right or contribute equally, they invariably pay the bills. He explores the diverse approaches of business leaders towards customer prioritization, echoing Peter Drucker's principle that businesses exist primarily to "create a customer," and through them, profits are generated.Dr. Michelli discusses the strategic importance of segmenting customers based on their engagement and spending

en

04:12

Walking Your Talk: Cultivating Authentic Customer...

Customer Experience University - Winning Loyalty &... ·

2024/08/08

In this episode, Dr. Michelli delves deeper into the principles of authentic customer experiences, building on insights from his interactions and writings on legendary brands like Ritz-Carlton, Zappos, and Starbucks. He emphasizes the need for extraordinary customer service that consistently exceeds expectations through creativity, presence, kindness, and patience.Dr. Michelli poses critical questions from his book "The Zappos Experience," encouraging listeners to evaluate their

en

03:12

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

Customer Experience University - Winning Loyalty &... ·

2024/07/25

In this episode, Dr. Michelli continues to delve into the vital role of "peace of mind" in shaping superior customer experiences. Building on previous insights, he outlines actionable strategies that businesses can implement to enhance customer ease, drive loyalty, and distinguish themselves from the competition.Dr. Michelli discusses the importance of fostering a customer-centric culture that emphasizes calming and trust-building interactions. He explores how leveraging technology for convenience,

en

05:14

Lovemark? Infusing your brand with Mystery,...

Customer Experience University - Winning Loyalty &... ·

2024/06/27

In this episode, Dr. Michelli delves into the pervasive presence of marketing messages in our daily lives and how businesses can transform their communication from ordinary to extraordinary. Drawing inspiration from Saatchi & Saatchi's concept of "Lovemarks" introduced in Kevin Roberts' book "Lovemarks—The Future Beyond Brands," this discussion focuses on creating brands that inspire loyalty beyond reason through deep emotional connections.Exploring the three essential ingredients of

en

25:08

Southwest Airlines' Transformative Customer...

Customer Experience University - Winning Loyalty &... ·

2024/06/18

In this expanded episode, Dr. Michelli interviews Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. Their conversation delves into Bill's customer-centric journey and how his foundational roles within the company shaped his approach to customer experience excellence. Starting from his early days in customer relations to his progression through revenue management and marketing, Bill illustrates how each role enriched his understanding of the

en

04:25

Strengthening Teams Through Recognition

Customer Experience University - Winning Loyalty &... ·

2024/06/13

In this episode, Dr Michelli explores the profound impact of recognition on employee engagement and customer satisfaction, as illuminated in "The Carrot Principle" by Adrian Gostick and Chester Elton. Research shows that companies with robust recognition practices see significantly higher returns on equity and better performance metrics across employee satisfaction, retention, and customer happiness.This discussion offers actionable takeaways for developing a culture of recognition within

en

05:02

Navigating Challenges: Lessons from Starbucks' Recent...

Customer Experience University - Winning Loyalty &... ·

2024/06/06

In this episode, Dr. Joseph Michelli examines Starbucks’ recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to adapt and position itself for recovery.Drawing on his extensive experience with the company and insights from his books, "The Starbucks Experience" and

en

04:58

It's Not a Sprint - It's a Marathon:...

Customer Experience University - Winning Loyalty &... ·

2024/05/23

In this episode, Dr. Michelli addresses burnout across various professions, highlighting its detrimental effects on employee health and productivity. As explored in Joseph's research for an upcoming book on a major healthcare client, burnout rates, including a notable 90% rate among primary care providers, necessitate urgent action from leadership to cultivate a healthier work environment.The podcast details practical strategies for mitigating burnout by focusing on multiple rest dimensions:

en

04:49

It Isn't "Small" Talk - How to Build Rapport with...

Customer Experience University - Winning Loyalty &... ·

2024/05/16

In this episode, Dr. Michelli explores the art of small talk and its pivotal role in fostering deeper connections in personal and professional settings. The discussion begins with a personal anecdote about overcoming social awkwardness and learning the actual value of small talk—not merely as conversation filler but as a fundamental tool for engagement and relationship-building. The podcast outlines practical steps to master small talk, including introducing oneself, remembering names to personalize

en

03:39

Turning Customer Disappointments into Delight: Tips...

Customer Experience University - Winning Loyalty &... ·

2024/05/09

In this episode, Dr. Michelli delves into proactive customer service and service recovery. The podcast outlines practical strategies to ensure businesses consistently anticipate and meet customer needs, transforming potential frustrations into opportunities for loyalty and advocacy. Listeners will learn the importance of creating feedback channels, conducting regular operational audits, empowering staff, and investing in training to effectively foresee and address customer needs. Advanced technology

en

04:21

Scaling Your Business with Customer Magic - Part 2

Customer Experience University - Winning Loyalty &... ·

2024/04/18

This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consistency in every business relationship, setting a precedent for a customer-centric industry culture.Listeners will also delve into the importance of a growth

en

04:19

Scaling Your Business with Customer Magic - Part 1

Customer Experience University - Winning Loyalty &... ·

2024/04/11

This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, driven by a distinct vision and purpose, carved out a niche in the market by focusing on underserved customer needs with transparent practices and superior

en

04:15

The Magic of Customer -Centricity: Unveiling the...

Customer Experience University - Winning Loyalty &... ·

2024/04/04

This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Telecom, Cloud Services, Government, and Data Centers, to deliver comprehensive solutions. The episode offers valuable insights into how businesses can

en

03:57

Navigating Growth and Innovation: Insights for Your...

Customer Experience University - Winning Loyalty &... ·

2024/03/28

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep your brand dynamic and explores the balance of offering variety while maintaining excellence.Joseph concludes with a

en

03:21

Maximizing Customer Loyalty: Lessons from the Tech...

Customer Experience University - Winning Loyalty &... ·

2024/03/07

In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships.This installment highlights the importance of leveraging social media to build a dedicated community of customers, prioritizing exceptional customer service, ensuring financial stability, managing reviews, and elevating your Net

en

04:16

How to Building Customer Loyalty Through Service...

Customer Experience University - Winning Loyalty &... ·

2024/02/29

This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty and engagement.The podcast outlines a five-step strategy for effective service recovery. It begins with the necessity of a prompt and sincere apology,

en

04:32

Are You Glocal?: How to Balance Brand Consistency...

Customer Experience University - Winning Loyalty &... ·

2024/02/22

In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy.The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative explores the importance of understanding the architecture, neighborhood, customer base, and competition to create spaces that resonate with the local

en

05:02

Cultivating Passion and Purpose: The Power of Rituals...

Customer Experience University - Winning Loyalty &... ·

2024/02/15

In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified by Starbucks, as discussed in Dr. Michelli's book Leading the Starbucks Way, highlighting his Savor and Elevate principle. Listeners will hear

en

03:54

Create a Zappified Customer Experience - 5 Service...

Customer Experience University - Winning Loyalty &... ·

2024/02/08

In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchmark in customer experience. Joseph spotlights key elements such as: the importance of a warm greeting, creating personal emotional connections, resourceful

en

586 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...