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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

0:39

Your Team IS the Experience

Customer Experience University - Winning Loyalty &... ·

2026/01/29

In this episode, we explore a simple but powerful truth: customer experience can never be separated from employee experience.Research on engagement consistently shows that employees deliver their best work when expectations are clear, workloads are manageable, leaders model empathy and steadiness, and technology removes friction instead of adding noise. What happens inside an organization always shows up outside of it. Internal friction becomes external frustration. Internal clarity becomes

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1:10

Trust Is the Currency of the AI Era

Customer Experience University - Winning Loyalty &... ·

2026/01/22

As AI becomes a visible part of the customer experience, trust is no longer assumed — it’s questioned. In this episode, we explore why trust is emerging as the defining factor in how customers choose brands in an AI-powered world.Across industries, customers are asking new, more pointed questions: How is my data being used? Why was this decision made? Am I interacting with a person or an algorithm? Research shows that transparency now matters more than speed or convenience. We break down four

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1:09

Blink - Speed Decisions: How Customers Choose in 2026

Customer Experience University - Winning Loyalty &... ·

2026/01/15

Customer decision-making is happening faster than ever — often in milliseconds. In this episode, we explore the behavioral research behind blink-speed decision-making and why customers feel your brand before they ever analyze it.Before features are compared or prices are weighed, people are already evaluating your clarity, tone, and consistency. Those first emotional signals shape trust instantly. We break down the four forces influencing customer loyalty right now: Emotional cues build trust

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3:06

Engaging Customers Through Gamification

Customer Experience University - Winning Loyalty &... ·

2025/10/23

In this episode, Dr. Joseph Michelli discusses the innovative strategy of gamification in enhancing customer interactions. He highlights how incorporating game-like elements into the customer journey can significantly increase engagement, foster loyalty, and make each interaction memorable. Dr. Michelli outlines effective strategies such as introducing challenges, rewarding progress, fostering a community, ensuring seamless integration, and personalizing the experience to meet individual

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3:20

Leveraging AI to Enhance Servant Leadership

Customer Experience University - Winning Loyalty &... ·

2025/10/16

In this episode, Dr. Joseph Michelli explores how artificial intelligence (AI) can amplify the effectiveness of servant leadership in today’s digital age. He emphasizes using AI to augment human efforts, not replace them, allowing leaders to focus more on creativity and personal interactions. Michelli discusses the importance of analyzing data for deep insights into team performance and customer needs, maintaining the human element in all interactions, and fostering ethical AI practices that reflect

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3:12

Turning Complaints into Opportunities

Customer Experience University - Winning Loyalty &... ·

2025/10/02

In this episode, Dr. Joseph Michelli explores how leaders can transform customer complaints into opportunities for growth and enhanced loyalty. He discusses the importance of welcoming feedback through accessible channels, responding promptly, and listening without defensiveness to understand and resolve customer issues. Michelli highlights the value of turning complaints into insights to improve service and celebrates resolutions, reinforcing a responsive and caring company culture.Listeners can

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3:34

Streamlining Operations for Service Excellence

Customer Experience University - Winning Loyalty &... ·

2025/09/25

In this episode, Dr. Joseph Michelli explores the crucial role of operational excellence in shaping customer experiences. He shares strategies for leaders to enhance service delivery by identifying bottlenecks, aligning technology with customer needs, empowering frontline staff, and regularly assessing key performance metrics. Michelli emphasizes the importance of balancing efficiency with empathy to ensure that operations meet technical standards and resonate emotionally with customers, fostering

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3:16

Social Media as a Tool for Customer Engagement

Customer Experience University - Winning Loyalty &... ·

2025/09/18

In this episode, Dr. Joseph Michelli explores the crucial role of social media in modern customer relationship management. He outlines practical strategies for enhancing engagement, including timely interactions, creating shareable and user-generated content, and building authentic connections. Michelli emphasizes that social media is not just a marketing tool but a dynamic platform for genuine dialogue that can foster brand loyalty and transform customers into brand advocates.Listeners can access

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3:47

Simplifying Excellence in Service Design

Customer Experience University - Winning Loyalty &... ·

2025/09/04

In this episode, Dr. Joseph Michelli explores the power of simplicity in crafting loyalty-building customer experiences. He emphasizes the importance of auditing the customer journey, standardizing key interactions, empowering frontline staff, and thoughtfully leveraging technology to ensure each customer interaction is intentional and impactful. Michelli explains how reducing complexity can enhance customer engagement, alleviate employee stress, and establish a foundation of transactional

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03:27

Building Resilience Through Servant Leadership

Customer Experience University - Winning Loyalty &... ·

2025/08/28

In this episode, Dr. Joseph Michelli discusses the essential qualities of resilience in leadership in his book Stronger Through Adversity. He outlines how servant leaders can foster a resilient workplace culture by promoting psychological safety, focusing on individual strengths, maintaining transparency during challenges, and modeling flexibility and optimism. Leaders can also empower their teams to navigate and thrive amid adversity by celebrating small victories and prioritizing team

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02:57

Servant Leadership in Cross-Generational Teams

Customer Experience University - Winning Loyalty &... ·

2025/08/21

In this episode, Dr. Joseph Michelli delves into the challenges and opportunities presented by today's generationally diverse workforce. He outlines how servant leadership, focusing on serving others, is exceptionally suited to bridging the generational gaps within modern workplaces. Michelli discusses practical strategies for adapting communication styles, encouraging cross-generational mentorship, fostering inclusivity, promoting work-life balance, and focusing on shared goals to create a

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03:45

Engaging Customers Through Personalization

Customer Experience University - Winning Loyalty &... ·

2025/07/31

In this episode, Dr. Joseph Michelli highlights the critical role of personalization in modern business, setting the stage for his new book, "All Business is Personal." He discusses how leveraging customer data responsibly can transform how businesses engage with their customers, making each interaction feel uniquely tailored and meaningful. Key strategies include humanizing automation to keep personal touches alive and empowering frontline staff with the right tools to deliver personalized service

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03:55

The Power of Storytelling in Customer Engagement

Customer Experience University - Winning Loyalty &... ·

2025/07/24

In this episode, Dr. Joseph Michelli delves into the transformative power of storytelling in business, highlighting how stories can forge deep emotional connections with customers and employees. He shares actionable strategies for leaders to leverage storytelling effectively, from sharing the brand’s origin story to celebrating customer successes and empowering employees to share their experiences. Dr. Michelli stresses the importance of creating content that resonates and evokes

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03:48

Servant Leadership in Crisis Management

Customer Experience University - Winning Loyalty &... ·

2025/07/10

In this episode, Dr. Joseph Michelli delves into leadership during crises, sharing insights from his book "Stronger Through Adversity," based on conversations with over 140 leaders during the pandemic. He emphasizes the importance of frequent communication, prioritizing team well-being, and modeling calm and optimism. Leaders can navigate uncertainty and inspire resilience by empowering others to act, adapting quickly, and celebrating small wins. Dr. Michelli challenges listeners to reflect on their

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04:25

Building Trust as the Foundation for Customer Loyalty

Customer Experience University - Winning Loyalty &... ·

2025/07/03

In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong

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04:20

Empowering Employees to Deliver Superior Service

Customer Experience University - Winning Loyalty &... ·

2025/06/19

In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and encouraging initiative, leaders can enhance their team's ability to excel in customer interactions. Dr. Michelli emphasizes the importance of building

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04:53

Reimagining Empowerment: How Amazon One Medical...

Customer Experience University - Winning Loyalty &... ·

2025/05/15

In this episode, Dr. Joseph Michelli shares how Amazon One Medical empowers its employees to deliver personalized, high-quality care—and how that empowerment translates into better customer experiences.Drawing from his latest book All Business Is Personal, Joseph explores how One Medical designs systems that reduce friction, trains for values and tasks, and fosters a purpose-driven culture. He offers practical insights for leaders who want to build loyalty by first elevating the people behind the

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04:23

Why Amazon One Medical Shows Us That All Business Is...

Customer Experience University - Winning Loyalty &... ·

2025/05/08

In this episode, Dr. Joseph Michelli explains how Amazon One Medical offers a blueprint for building loyalty and driving referrals through a profoundly human, tech-enabled approach to service.Drawing from insights in his new book All Business Is Personal, Joseph outlines how One Medical blends empathy with innovation, designing care experiences that begin long before a visit and continue long after. He shares practical takeaways for leaders in any industry: reduce friction, support teams with

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05:10

Designing for Moments That Matter: What Amazon One...

Customer Experience University - Winning Loyalty &... ·

2025/05/01

In this episode, Dr. Joseph Michelli explores what all industries can learn from Amazon One Medical’s approach to designing human-centered experiences.He highlights lessons from his book about One Medical, All Business is Personal. In it, Joseph explores why Amazon purchased One Medical for 4 billion dollars and how Amazon One Medical intentionally supports patients before, during, and after care delivery - transforming transitions into opportunities for trust and long-term loyalty. With practical

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03:33

When Things Go Wrong: Winning Customer Loyalty...

Customer Experience University - Winning Loyalty &... ·

2025/04/24

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs

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