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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

04:51

Silo Busting Your Way to Customer Loyalty and Referrals

Customer Experience University - Winning Loyalty &... ·

2024/02/01

In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners with

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04:17

Customer Care vs. Speed of Service: Finding the Right...

Customer Experience University - Winning Loyalty &... ·

2024/01/25

In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.' Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimately outweighs mere speed. The episode examines how service velocity is about rapid actions and ensuring these actions propel customer service in the right

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03:56

Driving Customer Experience through Personalization

Customer Experience University - Winning Loyalty &... ·

2024/01/18

In this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty. Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six actionable tips for enhancing personalized customer experiences. These include: defining the target audience, developing detailed customer profiles, analyzing

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04:04

Starbucks - A Guide to Fostering Customer Connection

Customer Experience University - Winning Loyalty &... ·

2024/01/11

In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience. The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These principles

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05:07

The 2024 Customer Experience Thrill Ride: Trends,...

Customer Experience University - Winning Loyalty &... ·

2024/01/04

In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions. He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode offers

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04:15

How to Finish the Year Refreshed & Engaged -...

Customer Experience University - Winning Loyalty &... ·

2023/12/21

In this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season. Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activities that align with personal values, and being a peacemaker among friends and family. He emphasizes the power of small gestures like a sincere smile and

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04:09

Navigating the Holiday Rush with a Relationship-First...

Customer Experience University - Winning Loyalty &... ·

2023/12/14

In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections. Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers. The installment provides insights into

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04:14

Customer Experience Excellence Hinges on Knowing Your...

Customer Experience University - Winning Loyalty &... ·

2023/12/07

In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He presents a narrative underscored by his professional experiences, stressing the importance of businesses recognizing and staying true to their core strengths. By examining cases from renowned companies such as Apple and Disney, the episode underscores how a disciplined commitment to specific competencies can significantly enhance customer

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04:19

Why Customers Leave: 5 Things To Ensure They Stay &...

Customer Experience University - Winning Loyalty &... ·

2023/11/30

In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly. Another focal point is the

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04:17

Thankful Leadership - Why & How to Develop a Grateful...

Customer Experience University - Winning Loyalty &... ·

2023/11/22

In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and improve overall well-being. From leadership roles in fostering a culture of appreciation to the practical steps for cultivating gratitude within the

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05:26

Integrating AI & Human Service Across the Customer...

Customer Experience University - Winning Loyalty &... ·

2023/11/16

In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second episode in a series highlights the union of human touch and technological resources across various stages of a customer's journey. In this installment, you will: Understand the overarching principles that guide when, where, and how to use AI. Grasp the pivotal role of human service in tasks like relationship building, and Discern areas where AI can

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05:34

Balancing Human-Powered & Technology-aided Tools to...

Customer Experience University - Winning Loyalty &... ·

2023/11/09

In this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. The

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06:13

Unlocking the Power of Customer Shadowing: A...

Customer Experience University - Winning Loyalty &... ·

2023/11/02

In this episode, Dr. Joseph Michelli outlines the concept of "customer shadowing" – a method where business leaders observe how customers interact with their products or services in real-time. By supplementing what customers report in surveys with real behavioral observation, leaders can uncover unseen pain points, preferences, and potential areas of opportunity. This method isn't limited to just B2B or B2C sectors; Dr. Michelli's team has shadowed insurance agents and jewelry buyers alike. In this

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05:12

Porter’s Five Forces and the Power of Customer Loyalty

Customer Experience University - Winning Loyalty &... ·

2023/10/26

In this episode, Dr. Joseph Michelli shares Michael Porter's "Five Forces Analysis," reimagining it in the context of customer engagement and loyalty. Gleaned from research while penning "Leading the Starbucks Way," Dr. Michelli presents a fresh perspective on Porter's variables that have shaped business strategies over the years. From the daunting presence of an established market player with an engaged customer base acting as a deterrent to new entrants to the protective shield loyal customers

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04:42

How to Wow - Simple Acts That Make A Difference

Customer Experience University - Winning Loyalty &... ·

2023/10/19

In this episode, Dr. Joseph Michelli explores the distinction between "good" customer experiences and those that truly "wow" the recipient. Drawing from his book, "The New Gold Standard," and experience with his clients, Dr. Michelli uses Sonny’s BBQ, a well-known southern barbecue restaurant chain, to exemplify a "wow" moment. An interaction between Christie Schatz, the Director of HR at Sonny’s, and a relocated customer exemplifies how businesses can form emotional connections with their

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05:16

Emotional Economics: Crafting Deeper Connections with...

Customer Experience University - Winning Loyalty &... ·

2023/10/12

In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions. Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely

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04:34

A Guide to Memorable Customer Experiences: Forget...

Customer Experience University - Winning Loyalty &... ·

2023/10/05

In this episode," Dr. Joseph Michelli shares the story of "Joshie the Giraffe" at the Ritz-Carlton Amelia Island, illustrating the power of memorable experiences and their potential to inspire customer storytelling. Excerpting from his book, "The New Gold Standard," Dr. Michelli shares how the hotel staff turned a child's distress over a lost toy into an enchanting adventure that went viral. Using this example, he emphasizes key lessons for businesses: the undeniable value of small, thoughtful

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04:25

When It Comes To Customers, No Bad News Can Be...

Customer Experience University - Winning Loyalty &... ·

2023/09/28

In this episode, Dr. Joseph Michelli navigates the nuanced topic of customer complaints and feedback. Delving into a recent consulting experience, he uncovers the often under-appreciated value of complaints and why they're akin to gifts for businesses. Joseph highlights the pitfalls of customer silence and explains why the absence of complaints doesn't always signify satisfaction. Rather than directly seeking complaints or compliments, he advocates for neutral, open-ended questions that pave the way

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06:21

Your Customer Is Satisfied - Are They a Coupon Away...

Customer Experience University - Winning Loyalty &... ·

2023/09/21

In this episode, Dr. Joseph Michelli explores the often-overlooked difference between customer satisfaction and true customer engagement. Drawing from real-life scenarios, he dissects the fallacy of mere satisfaction and underscores the risk of businesses losing customers to the next big offer. Joseph offers insights into metrics like Repurchase Intent, Actual Repurchase Behavior, and the significance of the Net Promoter Score™. By referencing research from the Harvard Business Review and

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04:02

Emotional & Cultural Value: Lessons from Inca Cola &...

Customer Experience University - Winning Loyalty &... ·

2023/09/14

In this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Originally developed in 1935, Inca Kola was more than just a refreshing drink for the locals; it encapsulated the essence of Peruvian pride and heritage. Despite Coca-Cola's colossal global presence, they faced stiff resistance from Inca Kola, highlighting the power of emotional and cultural value in branding and experience delivery. Drawing parallels, Dr

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586 results

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