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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

04:30

Keeping Brand Promises - Delivering Experiences that...

Customer Experience University - Winning Loyalty &... ·

2023/09/07

In this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an intricate reflection of what people - both employees and customers - think and say about a business. He lays out critical considerations, starting with the notion that brands represent either promises kept or broken. The strength of a brand is gauged by the experiences supporting it. No amount of marketing can rectify consistently broken

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03:04

The Art of ”Otherness”: How Authentic Leadership Wins...

Customer Experience University - Winning Loyalty &... ·

2023/08/31

Amid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not to do when leading a human-centric organization. The stark contrast between political candidates' promises and the actions of genuine servant leaders forms the backdrop of the episode. Joseph advises against speaking negatively about competitors, stating that doing so doesn't elevate one's own business in the eyes of customers. Instead, time is better

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04:04

Excellence in Operations: The Not-So-Secret Recipe...

Customer Experience University - Winning Loyalty &... ·

2023/08/24

In this podcast episode, Dr. Michelli suggests steps to drive operational excellence and enhance customer experiences. He advises businesses to identify essential service elements, invest in process improvement, enforce accountability, and discover their unique 'chocolates' - those low-cost, high-value touches that differentiate a business. Dr. Michelli stresses that sustainable success requires a blend of operational excellence with a dash of over-delivery, turning customers into advocates and

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03:53

Unleashing the Power of Customer-Centric Innovation

Customer Experience University - Winning Loyalty &... ·

2023/08/17

In this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The most potent solutions blend technological breakthroughs, such as Artificial Intelligence (AI), with customers' unmet needs. He also distinguishes between invention, creating something new, and innovation, which fulfills a marketable need. Dr. Michelli also offers guidelines to spark innovation. He encourages maintaining a relentless focus on customers'

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03:58

The Power of Metrics: Knowing Beyond Subjectivity

Customer Experience University - Winning Loyalty &... ·

2023/08/10

This episode provides practical suggestions for quantifying business performance. Dr. Michelli encourages you to identify a critical question relevant to your mission, initiate simple data collection methods, prioritize data collection, effectively analyze results, and, most importantly, take actionable steps based on these findings. Dr. Michelli underlines that data collection, analysis, and innovation are ongoing and must be refined continuously. As you become more adept at handling data, you can

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04:16

Utilizing Neuromarketing to Enhance Customer...

Customer Experience University - Winning Loyalty &... ·

2023/08/03

In this episode, Dr. Michelli delves into the captivating world of neuromarketing, specifically focusing on Martin Lindstrom’s seminal book, "Buyology: Truth and Lies about Why We Buy". In this episode, Dr. Michelli interprets Lindstrom's comprehensive research into customer behavior, branding, and neuromarketing, unearthing the powerful interplay between sensory engagement and emotional connection in shaping customer experiences. Drawing upon Lindstrom's profound insights, Dr. Michelli

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04:31

Why You Must Overcome Continuous Partial Attention &...

Customer Experience University - Winning Loyalty &... ·

2023/07/27

In this enlightening episode of "Customer Experience University," Dr. Joseph Michelli addresses a crucial but often overlooked challenge in the realm of customer service - "continuous partial attention." Former Apple & Microsoft executive Linda Stone coined this term to describe the habit of frequently splitting our attention between multiple sources, often due to digital distractions. Dr. Michelli presents an in-depth exploration of how "continuous partial attention" can severely undermine service

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04:23

The Art of Storytelling: A Powerful Catalyst in...

Customer Experience University - Winning Loyalty &... ·

2023/07/20

In this helpful episode of "Customer Experience University," Dr. Joseph Michelli explores the transformative power of storytelling in enhancing customer engagement. Guided by the story of Chris Lindland, the founder of Betabrand and master brand storyteller, you will uncover how narratives can create emotional connections and boost brand loyalty. "The Art of Storytelling: A Powerful Catalyst in Customer Engagement" spotlights: The Power of Narrative: Learn how an engaging story can bridge the gap

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03:15

Beyond Good Intentions - Keys to Executing for Customers

Customer Experience University - Winning Loyalty &... ·

2023/07/13

In this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned customer service and the reality of execution. Drawing from a real-life example, he dissects how promising service intentions often break down in the face of practical application and highlights key lessons to navigate this frequent challenge. In "Beyond Good Intentions - Keys to Executing for Customers," you'll explore six concepts including: The Power of

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04:30

Unearthing Timeless Customer Experience Wisdom -...

Customer Experience University - Winning Loyalty &... ·

2023/06/29

In this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business millionaire, and what he can teach us about designing unforgettable customer experiences. Inspired by Scott Mckain's book, "All Business is Show Business," Dr. Michelli delves into P.T. Barnum's "The Art of Money Getting: Golden Rules for Making Money," illuminating how Barnum's insights remain relevant over two centuries after his birth. (For a free

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04:30

Cornerstones of Effective Customer Service: Emotional...

Customer Experience University - Winning Loyalty &... ·

2023/06/22

Welcome to this episode of "Customer Experience University" where Dr. Joseph Michelli explores the rising tide of conflict in customer service and ways to address it effectively. Drawing from the results of the 2022 National Customer Rage Study, he illustrates the extent of customer dissatisfaction and how these tensions can escalate. In this challenging landscape, the age-old adage "The customer is always right" seems to falter. Dr. Michelli reframes this idea, acknowledging that customers can

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04:36

Branded Customer Experience: How to Stretch Your...

Customer Experience University - Winning Loyalty &... ·

2023/06/15

Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consumer base. Drawing on real-world examples from giants such as Clorox, Zappos, Airbnb, and Starbucks, he delves into the essence of brand permission and how far a company can stretch its product and service offerings. Tune into this episode for an enlightening exploration of branded customer experience and business growth strategies. Make sure to check

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04:07

Why All Business is Personal: Keys to Humanizing...

Customer Experience University - Winning Loyalty &... ·

2023/06/08

Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyond the superficial to truly understand the needs and desires of your team and customers, serving those who serve you, being considerate in all interactions, and celebrating the people who make your business what it is. Drawing on his experience working with renowned companies like Starbucks and Zappos, he shares stories and actionable insights on how

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03:36

Boost Business Success: Measuring & Rewarding...

Customer Experience University - Winning Loyalty &... ·

2023/06/01

In this episode, Dr. Michelli shares four tips for designing and delivering differentiated customer experiences, including creating emotional connections, co-creating experiences based on customer input, thinking beyond products, services, and profits, and inspiring greatness in your teams. He'll also address the importance of tracking and fostering engagement and customer happiness as a means of predicting and driving repeat business and referrals.

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02:50

Unforgettable Experiences: Poignant Lessons on...

Customer Experience University - Winning Loyalty &... ·

2023/05/25

In this week's podcast, Dr. Michelli highlights the Ritz-Carlton Hotel Company's commitment to outstanding customer service and unforgettable experiences. You'll hear a heartwarming example of how the Ritz-Carlton team went above and beyond to create an unforgettable experience for 13-year-old Natalie, who was battling cancer. Moreover, you'll experience the importance of actively listening to customers to uncover ways to create unforgettable experiences, take initiative and collaborate in the

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03:18

How to Gain Competitive Advantage through Brazen...

Customer Experience University - Winning Loyalty &... ·

2023/05/18

In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbucks and his books, The Starbucks Experience and Leading the Starbucks Way. Learn how Starbucks partners create emotional connections with customers, co-create experiences based on customer input, think beyond products, services, and profits, and inspire greatness in their teams.

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04:27

Service Recovery: How to Apologize and Build Strong...

Customer Experience University - Winning Loyalty &... ·

2023/05/11

In this episode, Dr. Michelli outlines the service recovery process he writes about in detail in his book titled The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company This four-step process can be the difference between average and outstanding service recovery.

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04:23

Remember and Amaze: Colossal and Affirming Lessons...

Customer Experience University - Winning Loyalty &... ·

2023/05/04

In this episode, Dr. Michelli borrows from his two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) to share tips on personal and memorable frontline service.

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04:50

4 Key Strategies for Business Success: Adopt...

Customer Experience University - Winning Loyalty &... ·

2023/04/27

In this episode, Dr. Michelli contrasts four business strategies and explores global factors related to the effectiveness of each. He also offers a way to evaluate your strategy and a method for improving execution.

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04:04

The Power of Gratitude: 4 Ways to Transcend Words and...

Customer Experience University - Winning Loyalty &... ·

2023/04/20

In this episode, Dr. Michelli looks at the role of gratitude in customer experience success. He also explains how gratitude can and must go beyond words and live in the culture and actions of your business.

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586 results

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