Customer Experience University - Winning Loyalty & Engagement One Customer at a Time: Recent Episodes
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.
A discount that only appears when you threaten to cancel isn’t loyalty — it’s a confession. Joseph Michelli unpacks the “smoke detector test” for predictive churn AI: the same model can serve customers or surveil them, and they can tell the difference instantly. With Bain’s retention economics and a Ritz-Carlton story, he offers three guardrails to use predictive signals to serve people, not stalk them.
Every leader’s obsessing over which AI model to deploy. Joseph Michelli argues they’re ignoring the real algorithm: the middle manager who decides whether AI feels like a gift or a threat. Drawing on Gallup data — 42% of quits are preventable, and one weekly conversation quadruples engagement — plus a Starbucks store-manager story, he unpacks why enabling managers, not announcing tools, is what turns AI into engagement.
The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli makes the case that AI-to-human escalation, not the bot itself, is the real failure point in customer service. Drawing on the Corporate Executive Board’s customer-effort research, he explains why making people repeat themselves is so costly — and offers four principles for designing a seam customers never feel.
Referral programs mostly fail because companies try to manufacture word of mouth rather than capture it. In this episode, Joseph Michelli reframes referrals as a design problem, not a promotion problem — anchored by Nielsen’s finding that 92% of people trust friends over any ad, and the referral gap: 83% of happy customers are willing to refer, but only 29% do. Featuring how Airbnb engineered talkable moments at scale.
Everyone now owns the same AI personalization tools — so personalization can no longer be your loyalty strategy. In this episode, Joseph Michelli separates loyalty from retention and makes the data case for emotional connection, citing HBR research that emotionally connected customers are 52% more valuable than merely satisfied ones. With a Starbucks lesson on the moments no algorithm can see, and three disciplines for building devotion machines can’t copy.
Only 20% of employees worldwide are engaged — and AI is about to test that fragile number. In this episode, Joseph Michelli draws on Gallup’s latest global data and a Ritz-Carlton lesson in trust to explain why AI leaks engagement before it breaks it, why your managers carry 70% of the outcome, and three moves leaders can make to turn the leak into lift.
Everyone’s buying the same AI. So what’s left to compete on? In this episode, Joseph Michelli makes the financial case for the “empathy gap” — the 28-point chasm between how customers rate human service versus AI — and shares three moves leaders can make this week to protect the human moments that drive loyalty and referrals. Featuring Forrester’s “green line of goodness” and the One Medical playbook.
Speed is an engine, but judgment is the brake. In this episode, we discuss the rise of "confident but incorrect" AI outputs—often called AI Slop—and the crisis it creates for customer trust. Discover how to build a human security layer that validates outcomes where ethics and complex recall are involved. Learn why protecting your brand means keeping the human in the loop.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
Efficiency is now a commodity. In an age where algorithms can provide answers in seconds, the human quest for meaning has become the primary differentiator. This episode explores why customers want an advocate—not just an answer—in high-stakes moments. Discover how to protect the interactions that machines cannot simulate and why making your brand indispensable requires a focus on human connection.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
High-growth environments often test an organization's "Safety Constitution." In this episode, we explore how to maintain a human-centered soul in technical partnerships and why success must be measured by the value returned to humans, not just the balance sheet. Discover how to set non-negotiable ethical standards that ensure your push for efficiency never overrides your commitment to people.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
In a technology-aided world, when you delegate your understanding of the tools, you delegate your ability to innovate. In this episode, we explore the power of the participatory leader. Learn why getting your hands dirty with your own technology and "building in public" is the only way to generate authentic trust and steadiness within your team. Shift from being a distant overseer to a leader who understands the reality of the trenches.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
Chronic exhaustion is a liability, not a badge of honor. In this episode, we explore how "regulated leaders" use data to identify stress patterns and protect the integrity of their most important decisions. Discover why managing your own biological edge is essential for maintaining the empathy and clarity required to lead a human-centered brand in 2026.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
We are entering a period of capability meritocracy, where the ability to execute in real-time is the most valuable credential a leader can possess. In this episode, we explore how the gap between a great idea and a market-dominating product has closed, and why leaders must shift from valuing "years of service" to valuing real-time results. Discover how to lead for capability by hiring for hustle, prototyping quickly, and acting as a vision-focused architect for your team.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
Customer effort is the strongest predictor of brand loyalty, but we often look for friction in the wrong places. In this episode, we explore how internal siloes and fragmented tools create "drag" that kills emotional connection. Discover why the most successful leaders in 2026 focus on removing friction for their employees first, knowing it's the only way to deliver a seamless experience to the customer.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
Great service used to mean being fast when a customer reached out; today, it means solving the problem before the customer even knows it exists. In this episode, we explore the concept of "Predictive Care" and the delicate line between being thoughtful and being intrusive. Discover how your Architecture of Care can signal to customers that you are truly looking out for them, while still empowering the critical human override in nuanced moments.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
Trust is a delicate balance in the technology-aided world. When brands know too much but seem to care too little, a "Trust Gap" emerges. In this episode, we explore the Privacy Paradox: why reliability and predictability are the modern equivalents of looking a customer in the eye. Learn how to use data to be helpful rather than haunting, and why consistency is your most valuable leadership asset in 2026.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
In this episode, we tackle one of the biggest misconceptions in business today: that AI is here to replace human judgment. We are moving from the "Bot Era" of passive conversation to an "Agentic Era" of autonomous action. While AI contributes speed and scale, humans must bring the interpretation, values, and empathy that machines cannot replicate. Discover why the most successful organizations in 2026 won't be the most automated—they'll be the most augmented.
To learn more about my keynote and training services, please contact me at josephmichelli.com/contact.
In a technology-aided world, the buyer's journey has compressed into a single moment. Learn how to design for the "Buyer’s Blink" by projecting warmth and competence in the first few milliseconds of any interaction.
To learn more about Joseph's keynote and training services, please contact him at josephmichelli.com/contact.
As we close out the first quarter of 2026, one insight stands out in experience research: customers remain loyal to brands that combine precision with warmth.
Precision—driven by AI—anticipates needs, reduces friction, and ensures accuracy. Warmth—driven by people—builds trust, belonging, and emotional connection. Precision without warmth feels cold; warmth without precision feels inconsistent.
In this episode, we explore how blending both creates experiences that feel effortless and human—the true differentiator for 2026.
High-performing customer experience organizations excel at spotting patterns before they turn into problems. From recurring friction and repeated customer questions to communication gaps and emotional cues of confusion, recognizing these signals is key.
In this episode, we explore how AI can surface what’s happening, while humans provide the context and insight to explain why. Great leaders don’t wait for issues to escalate—they act as soon as patterns become visible, creating smoother, more proactive experiences for their customers. To learn more about Joseph, please contact him at josephmichelli.com/contact.
In this episode, we reframe AI adoption where it truly belongs: as a human strategy, not just a technical one. Research shows that successful AI integration depends less on the tools themselves and more on the conditions surrounding them—psychological safety, practical skill-building, shared purpose, and ethical clarity.
Teams don’t resist AI. They resist confusion, inconsistency, and unclear intentions. When people are given confidence, context, and trust, they readily embrace tools that help them serve customers more effectively.
AI doesn’t transform organizations. People using AI well do. To learn more about Joseph, please contact him at josephmichelli.com/contact.
Research across customer behavior, employee engagement, and brand loyalty points to a single truth: belonging drives commitment.
In this episode, we explore why people stay—whether as customers or employees—when they feel seen, safe, and supported. While technology can anticipate needs and reduce friction, true belonging is created through human presence: warmth, listening, and small gestures that signal, “you matter here.”
In a marketplace filled with comparable products and accelerating technology, belonging emerges as one of the most durable and powerful differentiators.
Customer effort remains one of the strongest predictors of loyalty—and behavioral science continues to confirm it year after year. But effort isn’t just operational. It’s emotional.
In this episode, we explore how customers experience friction when they’re forced to repeat themselves, navigate confusing steps, absorb internal issues, or use tools that don’t work together. While AI can reduce friction, it only delivers results when paired with thoughtful experience redesign.
When humans and technology work in sync, interactions feel lighter, clearer, and more respectful. And when customer effort drops, loyalty grows. To learn more about Joseph, please contact him at josephmichelli.com/contact.
In this episode, we tackle one of the biggest misconceptions in business today: that AI is here to replace human judgment. Research shows the opposite is true.
As artificial intelligence becomes more capable, the human role becomes more essential—especially in meaning-making, ethical decision-making, emotional navigation, and elevating the overall experience. AI contributes speed, scale, and intelligence. Humans bring interpretation, values, and empathy.
Looking ahead to 2026, the organizations that succeed won’t be the most automated. They’ll be the most augmented—using AI to enhance human judgment rather than replace it. To learn more about Joseph, please contact him at josephmichelli.com/contact.
In a world where disruption is the new normal, experience design has become a strategic advantage. This episode dives into how organizations can create customer experiences that remain clear, calm, and reliable—even as change accelerates.
Drawing on current research, we explore what today’s customers expect most: clearer communication, more predictable journeys, and faster, steadier responses. You’ll learn the three priorities that matter now—reducing cognitive load to make decisions easier, creating emotional steadiness to build trust in uncertain moments, and blending digital speed with human reassurance, where AI moves things forward and people provide stability.
Disruption isn’t slowing down. The experiences that win are the ones designed to stay ahead of it. To learn more about Joseph, please contact him at josephmichelli.com/contact.
In this episode, we focus on a simple but powerful truth: customer experience is inseparable from employee experience.
Research consistently shows that employees deliver great service 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 on the outside. Internal friction becomes external frustration. Internal clarity becomes external confidence.
If you want customers who feel supported, confident, and cared for, it starts by supporting your people first.
In this episode, we explore how customer expectations really evolve—and why many leaders misread the pace of change. While expectations are often assumed to rise gradually, research shows they move in jumps.
Once customers experience a new standard—instant updates, tap-to-pay convenience, or faster personalization—they quickly expect it everywhere. We discuss how to recognize these inflection points early, prototype sooner, and balance technical precision with emotional intelligence.
Your real competition isn’t your last product update. It’s your customer’s last great experience. To learn more about Joseph, please contact him at josephmichelli.com/contact.
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 external confidence.
If you want customers who feel supported, understood, and valued, the work starts with supporting your people first. To learn more about Joseph, please contact him at josephmichelli.com/contact.
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 practical ways leaders can build trust while using AI:
- Explain where AI helps customers — clarity reduces uncertainty.
- Give people control — choice builds confidence.
- Keep humans present in meaningful moments — empathy creates trust, automation creates efficiency.
- Operationalize values — trust is built through consistent actions, not slogans.
AI will continue to accelerate experiences. But trust will determine who customers stay with — and who they leave behind.
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 immediately — warmth, steadiness, and genuine care create confidence.
- Micro-moments create macro-loyalty — a remembered name or a timely question can outweigh big campaigns.
- Consistency creates safety — customers stay with what they can count on.
- Technology amplifies emotion — AI accelerates decisions, but humans still give them meaning.
If you want loyalty in 2026, you don’t design for transactions — you design for moments. Because feelings drive decisions long before logic ever catches up. To learn more about Joseph, please contact him at josephmichelli.com/contact
In today’s episode, I share why this podcast is evolving — and what you can expect throughout 2026. Across every industry, one pattern has become unmistakable: technology is accelerating possibilities, and humanity is determining outcomes. Customers want experiences that feel both intelligent and deeply personal. Employees want clarity, steadiness, and tools that help them excel. And leaders are navigating environments that shift faster than ever.
This year, we’ll explore the intersection of Human-Centered AND Technology-Aided business — where emotional intelligence and operational intelligence combine to shape loyalty, growth, and sustainable performance.
Each episode will deliver clear, actionable insights designed to help you reduce friction, elevate care, strengthen trust, and lead with intention in an AI-shaped world. And because attention spans are shrinking, I’ll be keeping these episodes short — under two minutes.
Let’s build this year together, one episode at a time. To learn more about Joseph, please contact him at josephmichelli.com/contact.
In this episode, Dr. Joseph Michelli explores common pitfalls in leadership based on his extensive experience coaching leaders and writing about top companies like Amazon and Starbucks. He discusses how micromanaging, avoiding tough conversations, and neglecting emotional intelligence can adversely affect team morale and performance. Dr. Michelli offers practical solutions for each mistake, emphasizing the importance of trust, clear communication, and continuous personal development to foster a supportive and innovative work environment. Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 customer preferences. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 organizational values.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses how to build true customer loyalty through emotional engagement rather than traditional transactional rewards. He emphasizes the importance of personalizing rewards to suit individual preferences, building emotional connections through unique experiences, and recognizing customer milestones with thoughtful gestures. Michelli also suggests integrating core values like sustainability and community support into loyalty programs to resonate more deeply with customers.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 loyalty and referrals.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses how experiential branding builds customer loyalty beyond the conventional metrics of product and price. He highlights strategies such as incorporating surprises, engaging the senses, leveraging storytelling, encouraging participation, and transforming transactions into memorable moments. Michelli asserts that memorable experiences forge emotional connections, making memories the true currency of customer loyalty.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 trust.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 well-being.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 collaborative and thriving work environment.Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the power of proactive customer service in creating outstanding customer experiences. By anticipating customer needs and addressing potential issues before they escalate, businesses can foster loyalty, reduce friction, and build trust. Michelli highlights the importance of monitoring customer behavior, training teams to recognize and respond to subtle cues, and implementing follow-ups that enhance customer support. He also discusses how leveraging technology, such as automated alerts and AI-powered tools, can facilitate proactive engagement, ultimately transforming the customer service landscape into seamless and customer-focused.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the transformative power of emotional intelligence (EI) in leadership. He outlines how cultivating EI—through self-awareness, empathy, and emotional regulation—enables leaders to foster meaningful relationships, build trust, and effectively navigate challenges. Leaders are encouraged to reflect on their emotional triggers, actively listen to their teams, and adapt their responses to support their team's needs. This focus on EI enhances interpersonal relationships and drives team performance and innovation, embodying Simon Sinek’s perspective that authentic leadership means taking care of those in your charge.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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. Dr. Michelli urges leaders to reflect on their personalization strategies and create genuinely individualized customer experiences that foster loyalty and deepen relationships.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 emotions, transforming listeners into brand advocates, and fostering a community around shared narratives.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the crucial role of consistency in customer experience across multiple business locations, drawing on examples from renowned brands like Starbucks and The Ritz-Carlton Hotel Company. He outlines strategies for achieving uniformity in service quality, including standardizing training programs, leveraging technology for oversight, and empowering local managers to adapt to regional needs while maintaining core brand values. Dr. Michelli emphasizes the importance of regular performance monitoring and fostering a unified company culture to ensure customers receive the same high-quality service at every touchpoint.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 communication effectiveness, emotional support for their team, and their crisis management behaviors.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 advocates. Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that enhance loyalty and advocacy. Dr. Michelli emphasizes training teams to recognize and seize opportunities for delight and balance consistent service and unexpected pleasures to surprise and engage customers.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 a supportive environment where employees feel valued and trusted, which drives innovation and service excellence. Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understanding—it involves feeling with others to build trust, inspire, and create a supportive environment. This episode offers leaders strategies to cultivate empathy actively and expand their practice beyond their immediate teams to encompass customers and other stakeholders.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of consistent and public acknowledgment in building a positive workplace culture where employees feel genuinely valued and connected.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict resolution, emphasizing that these skills are crucial for fostering open communication and team cohesion.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective listening can build trust, foster collaboration, and drive meaningful action, ultimately strengthening team and customer relationships.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 brand.
Listeners are encouraged to purchase All Business Is Personal.
They can also obtain a detailed infographic based on this podcast from Joseph's website. Additionally, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 purposeful tools, and rethink relationships as ongoing partnerships.
Listeners are encouraged to purchase All Business Is Personal.
They can also obtain a detailed infographic based on this podcast from Joseph's website. Additionally, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 examples, Joseph discusses how businesses can reduce friction, design for continuity, and balance digital convenience with human connection. Listeners are encouraged to purchase All Business is Personal. They can also obtain a detailed infographic based on this podcast from Joseph's website. Also, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company’s commitment to exceptional service.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli reflects on the significance of Tax Day, not only as a financial deadline but as a metaphor for managing life’s demands with diligence and integrity. He explores how approaching deadlines can serve as opportunities for personal and professional growth, emphasizing the importance of integrity, stress management, and reflective practices. By viewing obligations like Tax Day as a chance to demonstrate discipline and prioritize effectively, individuals can foster a sense of accomplishment and maintain momentum in all aspects of life. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining consistency across all channels. He also stresses the importance of making customers the heroes of your brand's stories, deepening engagement and loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success by enabling employees to take ownership of their ideas and decisions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture. Dr. Michelli highlights that an emotionally intelligent leader excels in managing relationships and inspiring and motivating others, ultimately enhancing team performance and organizational success.Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in depth in "The Starbucks Experience." Dr. Michelli emphasizes that loyalty is cultivated over time through trust, value, and emotional resonance, stressing the importance of acting on customer feedback and investing in community causes that reflect the brand’s values.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer satisfaction.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs. Dr. Michelli highlights strategies for building trust and celebrating customer advocates to reinforce their importance to the brand.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz, Dr. Michelli shares actionable insights on how businesses can leverage AI for efficiency while maintaining the genuine human connections that customers cherish. He discusses the importance of AI in handling routine tasks, enriching employee capabilities with AI insights, ensuring AI tools reflect the brand’s personality, and maintaining clear pathways for customers to reach human support.Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz. He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and maintaining flexibility—all crucial for standing out in today's competitive job market. Dr. Michelli highlights the importance of transparency and the thoughtful use of technology in recruitment, emphasizing that a genuine commitment to an employee-oriented culture is key to attracting quality talent.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores emotional intelligence's (EI) crucial role in leadership, drawing on his insights gained while consulting for high-profile companies like Ritz-Carlton and Mercedes-Benz. He shares how leaders can enhance their self-awareness, regulate reactions, and foster open communication, which collectively builds a culture of trust and innovation. By mastering EI, leaders can inspire greater loyalty and performance within their teams and customer interactions.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr. Michelli highlights how sustainable exceptional customer experiences drive growth and involve balancing expanding revenues and nurturing relationships.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively promote and support your company.
Key strategies covered include consistently exceeding customer expectations, fostering emotional connections, and offering authentic, meaningful rewards for loyalty. Dr. Michelli emphasizes the role of frontline employees in shaping customer perceptions and the significance of empowering these team members to deliver exceptional service.
Additionally, the podcast delves into the importance of leveraging customer feedback to build trust and using memorable moments to enhance customer relationships. These insights aim to guide leaders in creating a loyalty-enhancing culture that values deep, lasting customer relationships over mere transactions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships.
Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI applications, training for staff on AI collaboration, and continuously iterating AI tools based on customer feedback to better align with company values and customer expectations.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also foresees a shift from transactional to emotional loyalty programs and highlights the growing importance of sustainability in consumer choices.
Further, he emphasizes hyper-local personalization, proactive customer care, and the critical linkage between customer experience (CX) and employee experience (EX), which contributes to superior service. The discussion includes the necessity of seamless omnichannel experiences and creating impactful "micro-moments" that enhance customer satisfaction.
Concluding the episode, Dr. Michelli urges leaders to adapt to these trends with authenticity, preparing their teams for a future where detailed, human-centered interactions drive customer loyalty and business success. This episode is essential for professionals looking to stay ahead in customer experience management.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli takes a moment to express his gratitude and share plans for the upcoming year. He announces a brief hiatus to enjoy the holiday season and reveals exciting content awaiting listeners in January, including discussions on the latest customer experience and leadership trends for 2025. Additionally, Dr. Michelli teases his upcoming book about Amazon One Medical, which is set for release later in the year. He closes the episode by extending heartfelt thanks for the support received in 2024 and offering well wishes for a blessed Christmas and a prosperous New Year to all his listeners and their families.
In this episode, Dr. Michelli shares ten invaluable tips to help businesses thrive during the intense holiday season, drawn from his extensive experience with companies like Godiva Chocolatier. As the countdown to Christmas begins, he emphasizes the importance of maintaining a balance between efficiency and the human touch in customer service.
Dr. Michelli advises starting each customer interaction with a genuine greeting, highlighting the positive impact this can have on the shopping experience. He underscores the necessity of speed coupled with accuracy, and the critical role of deep product knowledge in helping customers make informed decisions. Attention to detail in visual displays and product placement also plays a crucial role in enhancing customer satisfaction.
Listening to understand, rather than simply responding, is essential for building trust and offering effective solutions. Dr. Michelli suggests going beyond the immediate customer need by inquiring about other potential needs, which not only increases sales but also demonstrates care and attention.
Moreover, he encourages guiding customers with thoughtful recommendations and turning simple smiles into memorable experiences. Managing stress through brief moments of mindfulness between interactions can help maintain a calm and present demeanor. Lastly, infusing fun and a positive attitude into the holiday rush can make a significant difference in the overall atmosphere of a business.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
4
In this episode, Dr. Michelli offers invaluable insights for managing the unique stresses and demands of the holiday season in the business world. He emphasizes that while the season can bring out humanity's best, it can also lead to heightened frustrations, making it crucial for leaders to transform potential conflicts into opportunities for connection and customer loyalty.Dr. Michelli outlines seven key service behaviors designed to enhance customer interactions during the busy holiday rush. These include demonstrating empathy by connecting with customers on an emotional level, actively listening to allow customers to vent stress, and engaging customers directly by asking how one can assist them.
He advocates for viewing complaints as opportunities to strengthen relationships and improve business practices, and suggests co-creating solutions with customers to empower them and enhance their satisfaction. Each customer interaction is a chance to start afresh, maintaining high service levels without the burden of previous interactions.
Dr. Michelli reminds listeners that the holiday season, despite its challenges, is temporary and stresses the importance of focusing on core values like empathy, patience, and gratitude. By embodying these principles, businesses can navigate the holiday season with grace and foster enduring customer loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli delves into the profound role that gratitude plays in both personal well-being and business success. Reflecting on the insights of author Melody Beattie, he emphasizes how gratitude can transform the mundane into the extraordinary, turning everyday interactions into opportunities for meaningful connections.
Dr. Michelli shares personal anecdotes from his childhood in Colorado, illustrating how his parents chose a local grocery store over a larger chain, not for the products offered but for the appreciation they felt from the store's staff. This story underpins his belief that authentic gratitude can convert casual shoppers into loyal customers and first-time buyers into repeat patrons.
At The Michelli Experience, gratitude transcends mere strategy—it is a core value integral to the company's operations. Dr. Michelli explains how his team starts every meeting with stories of gratitude, celebrates employees' extra efforts, and extends thanks to the community through charitable acts, fostering a culture of appreciation that resonates deeply with clients and colleagues alike.
In a world often marked by division, Dr. Michelli calls on listeners to use the Thanksgiving season as a moment to reflect on and actively express gratitude, not just in personal spheres but also in professional environments, thereby enhancing relationships and enriching lives.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the intricate dynamics of hybrid and remote work environments and their impact on employee well-being. Citing recent Gallup and Workhuman research, he underscores that while flexibility is cherished, it alone does not guarantee enhanced employee satisfaction.
The cornerstone of thriving remote teams lies in creating a human-centered work culture, where clear expectations, recognition, and comprehensive support are paramount. Dr. Michelli provides actionable strategies for leaders to bolster well-being in their teams:
- Set Clear Expectations: Clarify daily roles and responsibilities to reduce anxiety and prevent burnout.
- Collaborative Goal Setting: Work with employees to set realistic, achievable goals that reflect both organizational objectives and personal work-life balance needs.
- Robust Recognition: Regularly acknowledge and celebrate both professional achievements and personal milestones, which is crucial for emotional well-being.
- Human-Centric Management: Maintain regular, supportive contact with remote teams, focusing on individual needs and professional development.
- Empowerment and Autonomy: Provide the necessary tools and freedom for employees to excel without micromanagement, fostering a sense of ownership and accountability.
- Lead with Flexibility and Trust: Emphasize outcomes over processes, allowing employees the space to manage their schedules effectively, enhancing productivity and job satisfaction.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversight in customer service training.
Dr. Michelli revisits the fundamental lessons he incorporated into Godiva's training, emphasizing the necessity of ensuring every team member grasps the basics of the products or services they provide. He outlines five critical lessons for any business aiming to elevate its customer service:
- Master the Basics: Employees must thoroughly know the products or services to foster trust and demonstrate competence.
- Experience Beyond Aesthetics: The entire customer experience should be meticulously designed, extending beyond visual appeal to include all aspects of service interaction.
- Empathetic Problem Resolution: Training staff to handle issues graciously can transform potential negatives into positive experiences that encourage customer loyalty.
- Hiring with Heart: Focus on recruiting individuals with a natural inclination towards service, as a service-oriented personality is crucial for genuine customer engagement.
- Aim for Customer Happiness: The ultimate goal is for customers to leave happier than they arrived, creating memorable experiences that drive repeat visits.
Dr. Michelli reminds listeners that what might seem obvious, like product knowledge, is often overlooked, underscoring the importance of not taking "common sense" for granted in customer service.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
4
In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their teams thoroughly.
Drawing from his insights in "Leading the Starbucks Way," Dr. Michelli emphasizes the importance of a clear service vision to maintain consistency across all customer interactions. Starbucks' commitment to creating "inspired moments in each customer's day" through behaviors like anticipating needs, personalizing service, connecting genuinely, and owning each interaction serves as a model for other businesses during the busy holiday season.
Key leadership strategies include defining a straightforward service vision, identifying essential service behaviors, and ensuring efficient yet meaningful customer interactions. Additionally, equipping employees with practical tools and leveraging veteran staff to mentor seasonal workers can enhance service consistency and quality.
The episode concludes by encouraging businesses to embrace the holiday rush as an opportunity to create lasting impressions and cultivate long-term customer loyalty, embodying General George S. Patton’s spirit by accepting challenges for the exhilaration of victory.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli examines the profound impact of exceptional customer service that transitions into unforgettable customer experiences. He shares a compelling story from Capital One, where a simple customer service interaction was transformed into a memorable experience that resonated deeply with the customer.
The story revolves around Kalen Raynor, who contacted Capital One for a replacement debit card but received much more than she bargained for. During the call, her daughter's distress over a broken bracelet was addressed by Jocelyn, the representative, who not only processed the transaction but also sent a charm bracelet kit to mend the emotional upset. This gesture turned a routine service into a personal and touching experience, leading Kalen to share her story widely, praising the bank for its thoughtful approach.
Dr. Michelli highlights the distinction between mere service and enriching experiences. Service meets the transactional need—like replacing a debit card—while an experience builds a deeper emotional connection that can foster loyalty and advocacy.
Key takeaways for leaders include looking for personal connection opportunities, adding unexpected touches that delight customers, fostering a culture of care among team members, and creating advocates through positive experiences.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance.
The article highlights that organizations focusing on the entire customer journey, rather than isolated interactions, achieve enhanced customer satisfaction, reduced churn, and increased revenues. This comprehensive approach also fosters better collaboration across company departments, enhancing employee satisfaction and operational efficiency.
Dr. Michelli unpacks the difference between touchpoint satisfaction and overall journey satisfaction, stressing that successful individual interactions do not necessarily equate to lasting loyalty or emotional engagement. He shares strategies for businesses to measure and improve their entire customer journey, emphasizing the importance of creating emotional connections and refining processes continuously to meet evolving customer needs.
Listeners are encouraged to reflect on how well they manage their customer journeys and whether they prioritize holistic experiences over fragmented successes.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli delves into the art of relationship-building, challenging the traditional adage with a nuanced approach: “It’s not what you know OR who you know. It’s what you know ABOUT who you know and what they know about you.” He discusses the importance of not only forming connections but also deeply understanding and being understood by those in your network.
Dr. Michelli is joined by Howard Partridge and Jim Cathcart, who expand on the concept by emphasizing positioning and emotional connection within professional networks. They explore how being known, valued, and loved within your circle can transform casual connections into a loyal advocacy base.
Key insights include:
- Understanding and Positioning: It’s crucial to deeply understand the needs and desires of your contacts and to clearly articulate your value to ensure mutual benefits.
- Emotional Connections: Cultivate relationships where contacts are genuinely glad to know you, seeing you as a valuable addition to their lives.
- Managing Perceptions: Be aware of how you are perceived, not just by close connections but also by broader audiences who may know you from your online presence or reputation.
- Creating Advocates: The ultimate goal is to foster deep connections with those who passionately support and promote your endeavors.
Listeners are encouraged to reflect on their relationships: Do they truly understand their contacts? Are they perceived as valuable? Who genuinely supports them? The answers can lead to more effective and rewarding interactions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments than their more cynical counterparts.
Highlighting the significance of assuming positive intent, Dr. Michelli offers actionable tips for building trust and strengthening relationships:
- Small Gestures: Simple acts of kindness, like warm greetings or free upgrades, can make a substantial difference, enhancing trust and customer loyalty.
- Consistency: Reliable and consistent positive experiences solidify customer relationships, transforming occasional buyers into loyal advocates.
- Emotional Connections: Personal touches that address customer preferences and show empathy can deepen emotional bonds, turning customers into enthusiastic fans.
- Loyalty and Referrals: Exceptional service leads to word-of-mouth marketing, a powerful tool in today’s competitive market. Happy customers are likely to refer others.
- Assuming the Best: A positive outlook towards team members and customers cultivates a culture of trust and attracts like-minded customers.
- Managing Exceptions: Focusing on positive interactions rather than suspecting each customer allows for a more open and constructive engagement.
Dr. Michelli prompts listeners to reflect on their perspectives toward others and how these views influence their interactions with team members and customers. He encourages a shift toward positivity and trust to enhance customer and team member relations.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program aimed at cultivating leaders in customer-centric strategies across diverse industries.
The program, designed in line with core competencies from the Customer Experience Professionals Association (CXPA), focuses on cultivating expertise in CX culture, insights, design, governance, and innovation. It's structured to equip students with the necessary tools to enhance customer journeys, build strong customer relationships, and foster brand loyalty across various business sectors, including healthcare, transportation, and retail.
Dr. Michelli also shares valuable lessons on forming successful business partnerships:
- Entertain Partnership Opportunities: Embrace collaborations that align with your values and offer mutual benefits.
- Conduct Due Diligence: Vet potential partners thoroughly to build a partnership on a solid foundation.
- Identify Complementary Strengths: Partner with organizations whose strengths enhance your capabilities.
- Focus on Shared Challenges: Align with partners who share your passion for addressing specific problems.
- Develop Actionable Solutions: Collaboratively create innovative solutions that address identified challenges.
- Invest in the Partnership: Commit to open communication, consistent effort, and trust in the partnership process.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in their customers' lives.
Dr. Michelli reflects on his experience while working on "The Starbucks Experience" and "Leading the Starbucks Way," where he explores how brands can transform into "lovemarks" by creating deep emotional connections with customers. He examines how Starbucks and other iconic brands have become venues for significant life events, highlighting their transition from businesses to integral parts of personal identities.
Key takeaways include:
- Building Emotional Connections: Foster strong bonds by offering exceptional customer service and personalized experiences.
- Enabling Self-Expression: Allow customers to express themselves through customizable products and inclusive community spaces.
- Creating Memorable Experiences: Pay attention to the details that make customer interactions memorable and consistently deliver high-quality service.
- Leveraging Social Media: Engage with customers on social media to build a community and share content that resonates with your audience.
- Encouraging Word-of-mouth Marketing: Motivate customers to share their positive experiences and become organic advocates for your brand.
Dr. Michelli also introduces a practical approach to measuring customer engagement through Gallup’s metric, which involves asking customers to rate their inability to imagine a world without the brand and how perfectly the brand suits them. This metric helps businesses gauge their success in becoming beloved brands or "lovemarks."
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli reflects on the remarkable journey of Ernie Andrus, a World War II Navy veteran who, at the age of 100, completed his second run across America. Dr. Michelli shares insights from his personal experience running alongside Ernie, exploring the deep lessons in determination, resilience, and purpose that Ernie's endeavors impart.
Ernie Andrus not only shattered records by becoming the oldest man to run across the United States but also inspired countless individuals along his path. His runs, aimed at raising funds for the restoration of the LST 325, a World War II ship he served on, illustrate the profound impact of setting visionary goals and pursuing them with passion and perseverance.
Key lessons from Ernie's story include:
- Vision and Passion: Ernie’s audacious goal to run across America twice highlights the transformative power of setting and pursuing grand ambitions.
- Resilience: Despite advanced age and health challenges, Ernie's adaptability and tenacity showcase how to overcome obstacles and continue moving forward.
- Purpose: His commitment to honoring veterans and preserving history underscores the importance of having a clear, motivating purpose behind one's actions.
- Customer Connection: Ernie's authentic engagements along his journey emphasize the value of genuine interactions in forming lasting bonds.
- Continuous Improvement: Ernie’s journey reflects a continuous quest for personal growth and challenge.
Dr. Michelli ties these themes back to business, advising leaders and teams to embrace change, focus on purpose, set bold goals, build resilience, and prioritize genuine customer connections. Ernie's story acts as a beacon for anyone looking to transcend perceived limitations and achieve the extraordinary.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli examines Starbucks' evolution under Howard Schultz's leadership from a traditional coffee shop to a modern quick-service model dominated by mobile ordering and drive-thrus. Reflecting on his extensive experience as a consultant for Starbucks and his insights from authoring books about the company, he discusses how Starbucks adapted its business to align with shifting customer behaviors and preferences, particularly the increasing demand for convenience.
Despite challenges such as perceived loss of the brand's experiential charm and increased pressure on baristas, Starbucks has continued to innovate. The company is investing heavily in new technologies like the Siren System to improve efficiency in drink preparation, particularly for cold beverages which now constitute over half of its sales. Additionally, Starbucks is diversifying its store formats to cater to different customer needs, ranging from traditional cafes to pick-up and drive-thru only locations.
Dr. Michelli highlights key lessons for businesses looking to remain relevant in changing markets:
- Adapt to changing customer preferences while being ready to evolve your business model.
- Balance operational efficiency with maintaining the unique experiential qualities of your brand.
- Invest in technology to enhance customer convenience but ensure it doesn't detract from the quality of customer interactions.
- Diversify offerings to cater to various customer segments and maintain competitive relevance.
- Listen to employees, as their insights are crucial in refining customer and operational strategies.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli delves into the ethical and legal challenges associated with the use of AI and data analytics in customer service, highlighted by the ongoing lawsuit involving Patagonia and its use of Talkdesk's services. This case exemplifies the crucial need for transparency and customer consent in data practices, as it alleges that Patagonia intercepted and analyzed customer communications without proper authorization, raising significant privacy concerns.
Dr. Michelli outlines several lessons from this legal battle, emphasizing the importance of obtaining explicit customer consent and being transparent about data usage. He advises businesses to maintain clear, up-to-date privacy policies that comply with legal standards and foster customer trust.
Additionally, the discussion explores the broader implications of deploying Voice AI in customer service. Dr. Michelli provides tips for customizing AI solutions to fit specific needs, integrating AI systems carefully with existing customer platforms, and maintaining a balance between automated tools and human service professionals.
Key takeaways include the necessity of designing AI applications that respect customer privacy, the benefits of continuous improvement in AI performance, and the importance of training staff to use AI to enhance rather than replace human interactions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the intriguing partnership between Starbucks and Mercedes-Benz (two brands with which he's worked and written books about), focusing on their collaborative effort to expand electric vehicle (EV) charging facilities. This alliance aims to install high-power EV chargers at over 100 Starbucks locations along a major travel corridor from Washington to California, merging sustainability with customer convenience.
Dr. Michelli discusses how this partnership between two industry leaders leverages their unique strengths to enhance the customer experience. Starbucks provides a comfortable space for drivers to relax while their vehicles charge, and Mercedes-Benz supplies the cutting-edge charging technology. This strategic collaboration not only improves service delivery but also reinforces both brands’ commitments to sustainability.
Key takeaways include the importance of identifying complementary partners to foster innovation and growth, utilizing each partner's strengths to benefit customers, and enhancing convenience to improve the overall customer experience. Additionally, the initiative emphasizes investing in sustainable infrastructure and engaging employees in environmental efforts, which can attract eco-conscious customers and increase brand loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 company. He explains how journey maps can reveal discrepancies between a business's internal understanding and the actual customer experience, helping to identify gaps and opportunities for improvement.
Key takeaways include the importance of shifting to the customer's perspective, creating detailed journey maps that include all touchpoints, engaging in thorough customer research, and using insights from this research to inform and update journey maps. Dr. Michelli also stresses the need for cross-departmental collaboration to align efforts and improve the customer experience, as well as the importance of regularly updating journey maps and acting on customer feedback to drive meaningful changes.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 patterns—low, medium, and high frequency/spend—and tailoring services to each group to optimize resource use and enhance customer loyalty. He emphasizes the necessity of providing quality service across all segments while varying the level of customization and personalization to align with customer value to the business.
Key takeaways include identifying and categorizing customer segments, ensuring a baseline of respect and quality in service delivery, customizing services to efficiently allocate resources, and using customer data to guide service enhancements and recovery efforts. Special attention is given to high-value customers, advocating for significant investment in personalized services and proactive service recovery to foster loyalty and ensure satisfaction.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 corporate values, the visibility of these values in recruitment, the depth of cultural immersion during onboarding, and the effectiveness of orientation processes in fostering empathy and connectivity within the company. These questions aim to help listeners reflect on how well their organizational practices align with their declared values and the expectations of their customers.
Key takeaways include the importance of aligning corporate values with customer needs, enhancing onboarding and orientation to deeply integrate new employees into the company culture, ensuring consistency between stated values and business actions, and being open to revising values or practices to maintain authenticity and integrity.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the impact of authentic service and how brands like Zappos have set a high standard for customer care that many aspire to emulate. He draws from his book "The Zappos Experience" and examples from social media to illustrate how genuinely caring service can transform a customer's perception and loyalty.
Focusing on the essence of service that brands like Zappos, Starbucks, and Ritz-Carlton embody, Dr. Michelli shares actionable insights on how businesses can achieve similar acclaim. He advises leaders should commit to impassioned service, promote transparent communication, embrace diversity and weirdness, engage emotionally with customers, and foster creativity and presence in every interaction.
By integrating these elements, businesses will build a culture that consistently delivers exceptional experiences. This approach not only satisfies customers but also turns them into advocates.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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, such as user-friendly websites and AI-powered chatbots, can streamline customer interactions. Additionally, he emphasizes the significance of actively soliciting and responding to customer feedback to continually refine services and offerings.
Other key strategies highlighted include offering satisfaction guarantees or hassle-free returns to alleviate customer anxiety and demonstrating genuine care by personalizing interactions and remembering customer preferences. By integrating these approaches, businesses can ensure they are easy to do business with and become a source of peace for their customers, ultimately securing a competitive advantage in today’s crowded marketplace.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for businesses to genuinely ensure customer satisfaction and peace of mind.
The discussion pivots to strategies for businesses to enhance their customer experience by delivering consistently on promises, maintaining transparent communication, implementing robust quality control, providing compassionate customer support, and anticipating customer needs. Dr. Michelli challenges listeners to assess and improve the peace of mind they provide, marking it as a distinct value-add that separates extraordinary customer service from the ordinary.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need for empowering front-line employees.
Micah Solomon, author of "High-Tech High-Touch Customer Service," champions autonomy in service roles, suggesting that while standards are necessary, they should be adaptable to meet customer needs in real-time. This episode explores ways to balance these standards with the autonomy necessary for employees to excel. Dr. Michelli discusses actionable strategies such as empowering employees with decision-making authority, creating adaptive service standards, providing essential tools and training, setting clear operational boundaries, fostering a culture of initiative, streamlining resolution processes, and actively collecting and acting on feedback.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 Lovemarks—mystery, sensuality, and intimacy—Dr. Michelli explains how these elements can make brand messages stand out. He offers strategies for telling compelling stories that resonate emotionally, engaging the senses to create memorable experiences, fostering intimacy to build customer loyalty, and incorporating elements of surprise to delight customers. The episode also covers practical tips for leveraging user-generated content, blending contemporary relevance with timeless themes, demonstrating commitment to values, and creating interactive marketing experiences.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 business and honed his commitment to service.
The dialogue explores the nuanced balance of maintaining a customer-centric ethos amidst operational challenges, underscoring the importance of employee empowerment and innovative service strategies. Bill's insights provide a comprehensive view of how aligning company culture with customer expectations is crucial for sustaining brand loyalty and trust.
This episode is sponsored by iQor, a leading provider of customer engagement and technology -aided business process outsourcing (BPO) solutions. To learn more about iQor click here.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 organizations. Key strategies include empowering employees to engage in peer-to-peer recognition, balancing rewards between individual achievements and team efforts, leveraging the social aspects of recognition through public acknowledgments, ensuring universal participation in recognition programs, and focusing on intrinsic over extrinsic rewards to maintain and enhance employee motivation.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
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 "Leading the Starbucks Way," Michelli outlines key lessons applicable to any business leader. The podcast delves into strategies such as continuously innovating to stay relevant, understanding market dynamics, enhancing customer engagement through technology, investing in supply chain management, ensuring cultural and local relevance, and effective crisis management.
Listeners will gain actionable takeaways on navigating business challenges, emphasizing the importance of adaptation, customer-centric innovation, and clear communication during crises. This discussion provides valuable insights into maintaining resilience and driving business forward in the face of adversity.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Michelli explores the art and science of stakeholder management, inspired by research for an upcoming 2025 book release. The podcast presents a quote from Mother Teresa, setting the tone for discussing collaborative success among diverse stakeholders.
Listeners are introduced to several analytical frameworks that aid in understanding and enhancing stakeholder relations. These include the Power Interest Matrix, which helps classify stakeholders by power and interest, and the Stakeholder Salience Model, which assesses stakeholders based on power, legitimacy, and urgency. The episode also explores the Stakeholder Engagement Cycle, guiding listeners through identifying, analyzing, prioritizing, and engaging stakeholders effectively.
The Thomas-Kilmann Conflict Management Model is also discussed, outlining strategies for navigating stakeholder conflicts with tactics ranging from competing to accommodating.
The episode concludes with actionable tips for building healthy, productive partnerships through trust, clear communication, responsiveness to feedback, understanding motivations, demonstrating competence, and proactive problem-solving. This comprehensive approach ensures that listeners are equipped to collaborate successfully for mutual benefit, embodying the episode’s core message: "Together, we can do great things."
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.
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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: physical, sensory, emotional, social, mental, spiritual, and creative. Each category is discussed with specific actions leaders can take, such as encouraging regular breaks, fostering quiet zones, creating safe spaces for emotional expression, promoting social interactions, integrating mindfulness practices, supporting volunteer work, and stimulating creativity through cultural outings.
Dr. Michelli emphasizes that these restorative practices are integral to high-performing companies. Citing examples like Zappos and Mercedes-Benz, the episode illustrates how successful businesses incorporate these practices to enhance employee satisfaction and productivity, ultimately leading to a more balanced and effective workplace.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.
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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 interactions, taking a genuine interest in others, and finding common ground to enhance conversation quality.
The episode offers actionable advice for leaders and managers on fostering an open communication culture, training teams in active listening, celebrating diverse interests and creating opportunities for informal team interactions. Emphasizing leadership by example, it advocates for managers to engage regularly in small talk that goes beyond work and recognizes team members as individuals.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.
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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 for feedback analysis is highlighted as a critical tool for refining customer service strategies.
The episode also stresses the value of transparency and a proactive culture in building customer trust. Celebrating and learning from service breakdowns is discussed to enhance organizational resilience.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.
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This episode explores the strategies behind Macquarie Technology Group's success, as detailed in Joseph's new book "Customer Magic." It underscores the necessity for organizations, regardless of size, to create value through people, process, and technology. Macquarie exemplifies how challenging the status quo, focusing on customer-centricity, and offering transparency can revolutionize industries.
Listeners will gain insights into Macquarie's approach to leveraging unique value by developing an Employee Value Proposition that supports employee growth and marketability. Dr. Michelli discusses the importance of finding team members with a service gene through behavioral interviews focused on emotional intelligence and alignment with company values.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership and empathy in building durable customer relationships.
Joseph also addresses the significance of a results-driven approach, emphasizing performance measurement and the celebration of achievements as vital components of Macquarie's culture. Simplicity in the company's cultural framework is highlighted, showing how it aids employees in aligning their actions with corporate values and objectives.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 mindset and lifelong learning as catalysts for continuous improvement and resilience.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 service.
Listeners will garner insights on the importance of identifying market gaps, the value of customer feedback, and the relentless pursuit of an entrepreneurial vision. The Tudehope's early days, marked by their hands-on involvement and sacrifices, exemplify the dedication needed to transform a fledgling company into a successful enterprise.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website.
Joseph's new book Customer Magic (based on Macquarie) is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.
Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 embed customer-centricity into their operations, diversify their offerings, and instill a culture that prioritizes exceptional service.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on creating Customer Magic can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 call to action for businesses to create resonant experiences through accessibility, experimentation, excellence, and relevance, much like Starbucks does. It is a guide for businesses to thrive by embracing change and ensuring relevance in every market they approach.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous acts of fun, and foster a culture of innovation through lighthearted interactions.
The podcast also addresses the significance of building team solidarity through fun and integrating enjoyment into routine tasks. It advocates for measuring the tangible benefits of workplace fun on team dynamics and retention, emphasizing the concept of 'Return On Fun Lasts' (R.O.F.L). The episode concludes with strategies for creating moments of unexpected delight for employees and customers alike, aiming to cultivate a workplace where fun and work coexist to bolster both employee satisfaction and brand perception.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and 5) Positive Ending.
The episode then transitions these steps into actionable customer experience lessons. It emphasizes the importance of personalizing communication, focusing on emotional connections, delivering comprehensive service, being thorough in information exchange, and concluding positively. Each point is explored in depth, giving listeners practical advice on how to emulate Zappos' exemplary customer service model.
By implementing these strategies, leaders can create a service experience that satisfies and surpasses customer expectations - making other companies pale in comparison.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 Promoter Scores (NPS).
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak with Joseph are encouraged to reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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, setting the stage for reconciliation. The discussion then moves to empowering team members to innovate solutions, providing them with the means and freedom to creatively and efficiently resolve issues, which in turn, stimulates both employee and customer engagement.
Exceeding customer expectations through gestures of goodwill is presented as a crucial step following resolution. Closing the feedback loop is emphasized as essential for ensuring long-term satisfaction and maintaining a dialogue with customers. Continuous improvement is advocated, with a focus on learning from each incident to prevent future issues and improve overall service.
Leadership advocacy is underscored as the final piece of the puzzle, promoting a culture of customer care from the top down.
The episode concludes with reflective questions, inviting listeners to assess and refine their service recovery processes, and ensuring a culture where empowered service recovery leads to loyal customers.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly.
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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 community.
Listeners will be guided through the steps to ensure their brand remains universally recognized while also uniquely tailored to each market. The episode emphasizes community immersion, celebrating local flair, forming local partnerships, and the importance of selecting talent who understand local cultures. Additionally, it stresses the need to maintain the core consistency of the brand, evaluate and adapt based on community feedback, create localized experiences, and monitor the economic viability of these efforts.
The podcast culminates with reflective questions on how businesses can enhance their glocal approach, encouraging listeners to consider how they can blend branded experience consistency with the right amount of local flavor.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly.
If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 about the impact of cultivating a business environment where every team member, without exception, exhibits an entrepreneurial zeal in delivering exceptional customer service. The podcast sheds light on the powerful cultural rituals at Starbucks, which are not merely symbolic but form the bedrock of the company’s values and aspirations. These rituals, such as coffee cuppings and imparting knowledge of coffee’s journey, are central to crafting a strong, united company culture.
This episode emphasizes key strategies such as igniting product passion, cultivating a transcendent spirit among employees, implementing meaningful rituals that align with the company's mission, promoting experiential learning, reinforcing the company culture, and the critical evaluation and evolution of these rituals. It provides a deep understanding of how these elements contribute to an optimal customer experience and a robust company culture, as underscored by the insights of Triathlete Avinash Kushwaha on the profound influence of rituals in shaping business success.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly.
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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 service,
- effective information exchange, and
- memorable conclusions to customer interactions.
Michelli discusses how Zappos transformed its contact center from a cost center into a loyalty builder and revenue generator.
This in-depth exploration provides valuable insights into how businesses can adopt similar practices to foster meaningful connections with their customers, enhancing engagement and loyalty. The episode serves as a guide for businesses aiming to elevate their customer experience by incorporating the proven strategies of a renowned customer-centric brand.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving interactions (as opposed to transactions) can reach out to him directly.
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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 practical, actionable strategies to break down these barriers.
Michelli emphasizes the importance of creating cross-functional teams, developing a unified customer view through CRM systems, empowering employees for issue resolution, and investing in cross-departmental training. The discussion is framed around the critical need for businesses to foster a culture where collaboration supersedes division, ultimately leading to enhanced customer loyalty and referrals.
This episode serves as a guide for leaders seeking to navigate and dismantle internal silos to build a more cohesive, customer-centric organization.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 direction. Referencing Gallup's research, the discussion centers on the customer preference for 'better' over 'faster,' highlighting the importance of thoughtful and thorough customer service.
Listeners gain insights into balancing efficiency with customer need fulfillment, understanding customer preferences, and the critical role of feedback. The episode also explores how technology can be harnessed to enhance service while maintaining personalized care, ultimately advocating for a harmonious blend of speed, quality, and customer satisfaction.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.
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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 existing data for insights,
- identifying key touchpoints,
- testing personalized content, and
- measuring the impact of these strategies.
Through this episode, listeners gain an understanding of the importance of personalization in today's business landscape. Dr. Michelli emphasizes how technology, while impersonal, can be harnessed to enable personalized interactions that resonate deeply with customers.
The episode is a guide for business leaders seeking to leverage personalization effectively to foster stronger customer connections and drive growth.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 highlight Starbucks' unique approach to creating a welcoming and familiar ambiance, building deep emotional connections with customers, and staying ahead in the market through thoughtful innovation.
Michelli's insights reveal how Starbucks has created a customer-centric environment that resonates with patrons worldwide. The episode serves as a masterclass for businesses seeking to elevate their customer experience by balancing product excellence with genuine human connection, as exemplified by Starbucks' journey.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 Joseph's projections for 2024, including the anticipated rise of voice and conversational interfaces and augmented reality in retail.
Dr. Michelli also addresses the growing importance of customer privacy and the expansion of self-service options. The episode will equip business leaders with insights and strategies to stay ahead in the customer experience domain, emphasizing the need for continuous adaptation and innovation in an ever-changing market.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 recognizing the unique humanity in every customer interaction, advocating for creating joyous experiences for team members, customers, family, and friends.
As Dr. Michelli shares these insights, he urges listeners to savor the present moment and cherish the holiday season with loved ones, marking the episode as a reflective pause and a warm conclusion to the year.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly.
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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 how an attentive approach by staff can significantly enhance the customer's shopping experience. It also addresses the importance of leadership in nurturing employees and customers during high-stress periods.
Dr. Michelli advocates prioritizing customer understanding, selling experiences over products, and transforming retail spaces into inviting destinations. This episode guides leaders and business owners on maintaining a balance between achieving sales goals and creating lasting customer relationships during the bustling holiday season.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving interactions (as opposed to transactions) can reach out to him directly.
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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 relationships. It provides actionable insights for listeners on streamlining and authenticating their service offerings. This episode arms leaders and teams with the know-how to craft a customer experience that not only meets but surpasses expectations, ensuring customer retention and satisfaction.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 effective use of social media, as demonstrated by a beauty brand that galvanized its customer base into brand advocates through consistent, authentic engagement on Instagram.
Additionally, the episode covers the importance of understanding and refining the customer journey, with a home builder client's success story illustrating the benefits of journey optimization on customer engagement and recommendations.
Empowering teams to innovate based on customer feedback is also highlighted, with insights from a technology startup's experience showing how internal feedback mechanisms can lead to better product offerings and increased sales.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 workplace, this episode covers actionable strategies for organizations. This narrative illustrates that gratitude can lead to a more engaged, productive, and positively charged environment when woven into the fabric of a company's operations. The installment concludes with an invitation for feedback and engagement, emphasizing that gratitude is more than a response—it's a proactive approach to life and business.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 streamline operations, from personalized ads to detecting fraud.
The episode further segments the customer journey into awareness, consideration, sales, service, and referrals, emphasizing the complimentary roles of AI and humans at each phase.
By its end, listeners are left contemplating how effectively they are merging human interaction and AI to enhance customer interactions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 true magic happens when the human touch seamlessly integrates with these tools, leading to elevated customer satisfaction.
From the vantage of the Michelli Experience, he touches upon the hesitations leaders have in seeking assistance and the crucial role of robust leadership in driving a balanced customer experience strategy. With a spotlight on the importance of organizational culture, this episode sets the stage for deeper discussions on the convergence of technology and human touch in future episodes.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 episode, he offers a roadmap on how to approach shadowing, emphasizing the role of permissions, making astute observations, asking probing questions, and analyzing findings for actionable insights. Through a tangible example of a SaaS company's billing process, he demonstrates the real-world impact of shadowing. By focusing on proactive customer understanding, businesses can foster stronger client relationships, stay competitive, and prioritize retention.
For those invested in refining their customer experiences, customer shadowing can offer profound insights.
Listeners can obtain a detailed infographic based on this episode from Joseph's website. Additionally, those wanting guidance on naturally observing their customers can reach out to him directly.
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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 offer against potential substitute threats, this podcast spotlights the power dynamics of business through the lens of customer loyalty.
The episode provides actionable strategies on fostering deeper customer relations, ensuring consistent core values even while innovating, and the significance of continuous market assessments. Throughout, listeners are reminded of the intertwined relationship between Porter’s strategic forces and the pivotal role of customer engagement, urging them to recalibrate strategies for lasting market impact.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on developing effective customer-centric strategy can reach out to him directly.
If you find value in this podcast, please like, share or subscribe to it!
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 clientele. While a simple gesture, such as sending a complimentary bottle of Sonny's sauce, might seem trivial, its ripple effects are undeniable.
The episode emphasizes the importance of personal engagement, anticipating customer needs, and the significance of every customer. Listeners are also prompted to consider how sharing such stories can influence company culture and how they might evaluate the scalability of such impactful moments. Ultimately, this episode underscores the power and potential returns of investing in "wow" experiences.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on increasing wow experiences can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries like casinos.
Dr. Michelli concludes with actionable takeaways, emphasizing the significance of emotional branding, fostering trust, and nurturing authentic relationships. He leaves listeners with a pressing question about their brand's emotional resonance and challenges them to delve deeper into the heart of their customer's needs.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on driving emotional connections with customers can reach out to him directly.
If you find value in this podcast, please like, share or subscribe to it!
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 gestures; the potency of inter-departmental collaboration; and the essence of fostering a customer-centric culture.
Dr. Michelli also underscores the significance of consistency in service and the importance of celebrating and sharing success stories. Through the lens of Joshie's adventure, he illuminates how the synthesis of individual initiative and collective effort can transform everyday incidents into legendary tales, prompting listeners to ponder their potential in crafting unparalleled customer experiences.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on enhancing memorable experiences can reach out to him directly.
If you find value in this podcast, please like, share or subscribe to it!
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 for genuine, unbiased feedback.
Offering strategies for effective customer listening, Joseph discusses the significance of framing broad inquiries, followed by more tailored questions to unearth actionable insights.
The episode concludes with a heartfelt call for feedback from podcast listeners, emphasizing the importance of continuous improvement driven by customer guidance. It efforts foundational content on authentic listening and the transformative power of feedback in shaping business futures.
Listeners can obtain a detailed infographic with this content from his website. Also, feel free to reach out to him directly. If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it!
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 introducing the Gallup CE-11, he showcases the gravity of emotional engagement in modern business practices. He concludes by emphasizing the value of understanding and acting on these insights to foster deeper connections with customers. This episode also provides a call to action for businesses aiming to move beyond basic satisfaction.
Listeners can obtain a detailed infographic from his website. Additionally, listeners can reach out to him directly.
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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. Michelli cites the example of Starbucks' iconic red winter cups, a brand he's intimately familiar with. These cups, much like Inca Kola, transcend the product itself, becoming synonymous with the joy and warmth of the holiday season.
Listeners are prompted to reflect on key takeaways:
- The significance of forging emotional bonds with customers.
- The importance of aligning a brand with relevant social causes.
- The potential of leveraging cultural moments to enhance brand value.
- The necessity to continuously adapt and resonate with evolving market emotions.
To drive deeper emotional engagement with your offerings, Dr. Michelli provides resources on his website and an open invitation for further discussions. If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it.
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 promises.
Michelli introduces the C.R.U.D framework, a measure of brand strength. Brands should be Credible, Relevant, Unique, and Durable. He brings this concept to life by examining powerful taglines from industry giants like Netflix, Airbnb, and Spotify, emphasizing how each succinctly encapsulates the brand's essence and promise.
To ensure brand authenticity, Dr. Michelli advises businesses to:
- Continuously match brand actions with its promises.
- Test the brand against the C.R.U.D parameters.
- Reassess and possibly rework the tagline.
- Gather customer feedback to ensure alignment with brand promises.
- Remain adaptable to the ever-shifting branding landscape.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on upholding their brand promises can reach out to him directly.
If you find value in this podcast, please like, share or subscribe to it!
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 invested in refining products, processes, and technologies.
The essence of the podcast is that humble, authentic, and value-focused leadership earns the trust and loyalty of team members and customers. For more insights and a downloadable infographic, please visit josephmichelli.com/blog or to speak to joseph about your customer experience, visit josephmichelli.com/contact.
Don't forget to share this enriching episode or subscribe to Customer Experience University, available wherever you listen to your podcasts.
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 extensions of your sales team.
For more tips and a downloadable infographic on creating memorable experiences, please visit josephmichelli.com/blog, or to talk to Joseph about driving operational excellence and memorable customer experiences, contact him at josephmichelli.com/contact.
Don't forget to share this episode or subscribe to Customer Experience University, available wherever you listen to your podcasts.
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' stated and unstated desires, fostering collaboration, involving customers in the innovation process, and developing core competencies in customer listening and trend spotting. Notably, he advocates for integrating innovation into daily operations, citing The Ritz-Carlton Hotel Company's 4-Step Innovation process as an example.
To view Ritz-Carlton's innovation process, please visit josephmichelli.com/blog, where you can also get a downloadable infographic with this content.
To talk to Joseph about developing a customer-centric innovation process, please visit josephmichelli.com/contact.
Don't forget to share this enriching episode or subscribe to Customer Experience University, available wherever you listen to your podcasts.
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 probe deeper with more "how do you know" questions, leading to more understanding and growth.
Ending with three critical questions for introspection, Dr. Michelli prompts listeners to examine their operational performance and question their sources of knowledge. This episode is essential for anyone seeking a more data-informed approach to customer experience.
To download an infographic on this episode's content, please go to josephmichelli.com/blog. To connect with Dr. Michelli for a discussion on how you can effectively measure your customer experience, please visit josephmichelli.com/contact
Don't forget to share this episode or subscribe to Customer Experience University, available wherever you listen to your podcasts.
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 discusses the emotional resonance of iconic brands, the imperative to engage all senses in marketing strategies, and the effectiveness of sexual imagery in advertising.
Dr. Michelli further provides actionable insights on how to apply these principles in any business. He walks through the process of integrating sensory stimuli at all customer touchpoints, optimizing current sensory elements to elicit the desired emotional response, and the necessity to declutter sensory input to prevent overwhelming customers.
Moreover, he underscores the importance of extending emotional engagement with customers beyond the transaction point. This approach, he notes, doesn't only deepen customer loyalty, but also drives repeat business and customer referrals.
An infographic on this episode's content can be found at josephmichelli.com/blog. To connect with Dr. Michelli for a discussion on how you can incorporate neuromarketing and sensory engagement principles in your customer journey, please visit josephmichelli.com/contact.
Don't forget to share this enriching episode or subscribe to Customer Experience University, available wherever you listen to your podcasts. Here's to elevating your business through enhanced customer experiences!
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 quality and customer satisfaction. More importantly, he provides actionable strategies for overcoming this pervasive problem:
- Adopt the "Fully Present Rule": Learn why dedicating your complete attention to each interaction can foster a sense of respect and maximize the potential of every customer or team member interaction.
- Minimize Distractions: Understand how minimizing digital distractions can enhance your ability to listen attentively, respond effectively, and provide personalized service that boosts client satisfaction and retention.
- Create a 'Fully Present Zone': Discover the benefits of creating a designated space for focused interaction and how such an environment encourages a culture of mindfulness and attention.
Throughout the episode, Dr. Michelli reinforces the significant benefits of offering undivided attention, both for customers and colleagues alike. He explores how such attention can make others feel valued, respected, heard, necessary, safe, comfortable, and connected.
Join in for this insightful discussion on one of the most critical aspects of customer service. Remember to share the podcast episode and subscribe to stay updated with the latest insights. You can also reach out to Dr. Michelli for more in-depth discussions on fostering excellent customer experiences.
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 between customers and your brand, fostering a stronger relationship and increased loyalty.
- The Freedom of Play and Improvisation: Discover how creativity, whimsy, and flexibility can turn crises into opportunities for playful engagement.
- The Virtues of Patience and Engagement: Realize how customers are more willing to be patient when they are entertained, informed, and valued - thus emphasizing the significance of consistent, meaningful communication.
The episode takes inspiration from Chris Lindland's journey with his innovative product, Cordarounds – horizontal corduroy pants. Chris's engaging narratives not only generated massive product demand but also kept customers entertained during a supply crisis. This compelling example underlines the truth that stories are indeed the 'social currency' of our time.
Tune in to evaluate your brand storytelling skills, gather inspiration, and learn how to leverage narratives to create memorable customer experiences.
Remember to share the podcast episode and subscribe to stay updated with the latest insights. You can also reach out to Dr. Michelli for more in-depth discussions on customer engagement and service delivery.
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 Communication: Uncover why clear and consistent communication is vital in managing customer expectations and rectifying issues, and
- The Difference Between Trying and Doing: Learn the importance of committing to definitive actions rather than ambiguous attempts in service delivery.
Dr. Michelli also challenges listeners to examine their own business practices and identify areas where improved alignment between intentions and actions will elevate their customer experience.
Visit josephmichelli.com/blog for related content, share this podcast episode, or subscribe to keep up with the latest insights. You can also reach out to Dr. Michelli for personalized discussions on enhancing your customer service delivery.
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 download of the book, click here)
Whether you're navigating the shifting tides of the business world or seeking timeless wisdom to enhance your customer experience strategy, this episode brings valuable insights from "the greatest showman on earth."
Don't forget to check out the related infographic at josephmichelli.com/blog, share this podcast, subscribe, or reach out to Dr. Michelli to discuss how you can create unforgettable customer experiences.
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 sometimes be wrong, but they are always the customer. He delves into the complexities of customer behavior, emphasizing that understanding and managing these dynamics are essential for effective customer service.
Remember to check out the related infographic at josephmichelli.com/blog. Share, subscribe, or reach out to Dr. Michelli to further enhance your emotional intelligence and conflict management skills.
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 out the accompanying infographic at josephmichelli.com/blog and share, subscribe, or reach out to Dr. Michelli for deeper insights into successful brand extensions.
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 to infuse a human touch into your business. He underscores the importance of not just knowing who you know, but knowing them on a deeper level. He also shares insights from his book, "The Zappos Experience," emphasizing the importance of serving all stakeholder groups, not just customers.
For additional resources, check out the related infographic at josephmichelli.com/blog and don't forget to subscribe, share, and connect with Dr. Michelli for more insights on creating personal customer experiences.
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.
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 service of others, personalize experiences to suit individual needs and preferences, and not wait to make a difference for someone.
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.
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.
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.
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.
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.
In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans. He also offers an approach for blending the best of technology with the best of humanity.
This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). In this episode, Dr. Michelli provides tips for navigating business Ambiguity.
This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). In this episode, Dr. Michelli offers skills for reducing business Complexity.
Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for taming Uncertainty.
Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA. This episode is the first in a four-part series looking at each letter in VUCA. Specifically, this podcast focuses on volatility.
Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend.
Dr. Michelli provides three guidelines for evaluating partnership opportunities. Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit.
Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.
Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love. He also outlines key elements for translating customer love into profitability.
Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond.
Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.
Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight.
Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction.
Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.
Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends.
In this episode, Dr. Michelli outlines research on the "service recovery paradox" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors.
With inflation and market-tightening interest rates, customer experience (CX) is more important than ever. Dr. Michelli offers four steps to deliver outcomes critical to your CX success in our current economy.
In the context of the US Thanksgiving Holiday, this episode expresses gratitude for your listenership and provides four tips for maximizing team member and customer appreciation.
Recent research shows many people and organizations are struggling to "bounce back" from crises and adversity. In this episode, Dr. Michelli offers four research-proven strategies for positioning your organization to emerge Stronger Through Adversity.
How do you strike the right balance between self-service and assisted service? In this episode, Dr. Michelli offers five tips for creating service options that drive customer retention.
Dr. Michelli looks at why you should and how you can maintain a focus on customer relationships as opposed to transactions.
In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training.
Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.
Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.
Starbucks has shifted its experience focus from "community" to "convenience." Dr. Michelli offers six steps for making a similar shift.
In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey. It turns out your mother was right!
In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey. It turns out your mother was right!
What does Emotional Intelligence (EI) have to do with Customer Experience (CX)? Moreover, how can you enhance both EI and CX? In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.
What does Emotional Intelligence (EI) have to do with Customer Experience (CX)? Moreover, how can you enhance both EI and CX? In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.
Customer service breakdowns are opportunities for learning. Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs.
Customer service breakdowns are opportunities for learning. Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs.
Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success.
Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success.
Have you created a culture of gratitude? Dr. Michelli looks at the role gratitude plays in customer engagement and the actions needed to ensure authentic customer appreciation.
When is it a good idea to send a customer to a competitor? Dr. Michelli offers guidance on when and how to "send customers away."
Dr. Michelli offers a definition for "signature moments" and provides tips on how to create distinction during a key customer touchpoint.
Dr. Michelli explains how to use the Kano model to prioritize design features that remove dissatisfiers, increase satisfiers, and add delighters as you create a new product or experience.
What's so great about the customer experience at Zappos? What can you learn from the quirky company? Dr. Michelli offers five powerful human experience lessons.
Dr. Michelli looks at 5 lessons from The Ritz-Carlton Hotel Company that can help you elevate your customer experience.
Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers.
Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them.
Are tracking customer input that leads to behavioral improvement? Dr. Michelli outlines key sources of customer feedback and how to leverage them for customer experience success.
Service is more than "doing for" others. Dr. Michelli helps you expand your service experience delivery by focusing on 5 Ways to Serve.
Dr. Michelli outlines 5 psychological factors that drive customer experiences AND purchases.
Dr. Michelli provides 5 steps to driving value enhancement and customer confidence (precursors to repeat business).
This week, Dr. Michelli offers 10 practical ways to retain team members and asks you to share your best practices.
This week Dr. Michelli gives you a hypothetical customer experience scenario and helps you analyze the factors needed to chart an effective course of action.
Often leaders overcomplicate and clutter the customer experience. In this episode, Dr. Michelli offers a process for streamlining your customers' journey.
Dr. Michelli offers a simplified look at customer experience excellence through the lens of value creation and effective value exchange.
Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).
Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.
Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.
In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.
In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.
In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.
In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.
Are you measuring customer effort? In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.
In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.
In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers.
In this week's podcast, Dr. Michelli explores the top 5 reasons customers complain about service and what you can do to head them off.
In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.
In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.
This week Joseph explores a concept he refers to as ROE or Return On Experience. He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.
This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did Mercedes-Benz set delight as their goal?
Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Unfortunately, when Mercedes-Benz satisfies them - that didn’t ensure that they are going to return or recommend the luxury automaker. By contrast, when brands like Mercedes-Benz satisfy and deliver positive emotions, customers report higher engagement levels that predict repeat business and referrals.
Are you measuring customer satisfaction or delight?
This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological change to enable customer delight.
What process improvement/technology integration programs have you launched in the last six months to a year? What integrations are on your roadmap?
This is the third in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives.
One of the target areas pursued by these leaders was to ensure every employee at every dealership was trained and equipped to drive customer delight. Mercedes-Benz approached this training on two levels – an initial orientation and a follow-up immersive training experience. Before developing any training, Mercedes-Benz leaders interviewed and surveyed all stakeholder groups, including 3,000 employees in Mercedes-Benz dealerships. Those inputs served to position the orientation training curriculum. After developing the orientation course, 20 trainers delivered customer experience content to 11,000 people across 24 cities and 355 dealerships within 90 days.
Before developing training programs, do you routinely seek input from your trainees regarding content opportunities?
This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints.
Specifically, at Mercedes-Benz, the customer experience team mapped various customer journeys.
Do you have a systematic view of your customers' actions as they move through their journey with your brand?
For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA from 22nd on the JD Power Customer Satisfaction Index to the number one position.
As a consultant who worked on the Mercedes-Benz customer experience transformation, I'll offer an inside look at the key leadership actions that pushed Mercedes-Benz to service greatness.
Have you assessed the current state and envisioned your optimal customer experience?
This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard’s legacy was intact. But that outcome wasn’t always certain. In fact, Howard had to return to the CEO position from his role as Chief Global Strategist to execute a bold transformational agenda that I chronicle in Leading the Starbucks Way. Howard and his leadership team had to also make difficult choices and invest wisely to ensure they stewarded a “lasting brand that elevates lives one cup at a time.”
What do you want your leadership legacy to be?
This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of my principle, Mobilize the Connection, I talked with, then CEO of Starbucks, Howard Schultz about digital transformation. He noted, “We started before there was a digital revolution; the third place was our stores. Our mobile focus has evolved to the point where everyone is getting primary information and communicating in a way that was nonexistent before. I don’t think any enterprise or organization can exist in the future without having a primary relevant position in the minds and hearts of people through a digital platform. Many brands will come and go in terms of relevancy and trust in the digital world, as trust and relevance will be harder to maintain digitally than through a physical presence.”
Does your digital strategy integrate multiple approaches to engage people across a mass-market and individually?
This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
In the context of my principle, Reach for Common Ground, I highlight two competing perspectives held by cultural anthropologists - universalism and cultural relativism. While the words are daunting, the concepts are straightforward. Universalism suggests that the underlying similarities of all people are greater than cultural differences. By contrast, cultural relativism asserts that cultural differences have the most profound effect on people making it difficult for “outsiders” to fully understand a relevant context of behavior. While anthropologists may argue about universalism or cultural relativism, most business owners and leaders are not interested in winning a debate. Instead, we need to scale our business to maximize commonalities while making local adjustments to ensure market acceptance.
How do you determine if you should vary your offering or drive consistency across locations?
This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People.
When sitting across from Howard Schultz (the former CEO of Starbucks) it doesn’t take him long to get to the heart of leadership excellence which explains why I titled a Starbucks business principle “Love to be Loved.”
From Howard’s perspective, much of leadership comes down to three traits: “Take love, humanity, and humility and then place them in a performance-driven organization. Those humanistic elements in performance may seem in conflict to the naked eye. But I believe performance is significantly enhanced by human-centric leadership. I am convinced of it because we have become more performance-driven than at any other time in our history and the values of the company are at a high level. If we can infuse love, humanity, and humility on a global basis and build it into a performance-driven organization, we are unbeatable.”
In what ways are you managing through the lens of humanity while still maintaining high-performance expectations?
For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-part series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way."
The story of Starbucks' meteoric growth during the 1990s and early 2000s is well chronicled in a series of books about the company including one I wrote titled The Starbucks Experience. However, by the mid-2000s the company was reeling from years of frenzied expansion, an obsession for year-over-year sales numbers, a sliding global economy, and less frequent visits from loyal customers in Starbucks’ U.S. stores.
In the book, I wrote during the Starbucks revitalization titled Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People, I outlined leadership and customer experience tactics that supported Starbucks' transformation plan.
To effectively elevate Starbucks to “be the undisputed coffee authority,” leadership redoubled efforts to drive a passion for the company’s core offering - coffee. While many leaders do not view product passion as a necessary component for sales success, it certainly differentiates sales leaders like Starbucks from most other competitors.
What are you doing to help your people become the undisputed authority in your sector?
This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way."
This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Throughout this series, we’ve explored belonging, trust, hospitality, and empowerment. This week we highlight community.
The Airbnb Way is filled with examples and tactics for bringing stakeholders together to enhance community.
How are you helping your customers come together as a community?
This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way."
This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.
Last week we touched on hospitality. This week we will spotlight empowerment and next week we will round out this series by discussing community.
At the core of Airbnb’s value proposition is empowerment. The platform enables people to use the economic power of their homes to generate revenue. In fact, Airbnb leaders have crafted an “Economic Empowerment Agenda.”
In The Airbnb Way, I go beyond the macroeconomics of the platform and explore how leaders enable and empower their teams, hosts, and guests.
Since empowerment is a multi-dimensional social process that helps people gain control and foster power, what processes do you have in place to foster power and control for your team members and customers?
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.
Last week we touched on trust. This week we will highlight hospitality and in the weeks ahead we will explore empowerment and community.
This is the second in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.
Last week we touched on belonging, this week we highlight trust and in the weeks ahead we will explore hospitality, empowerment, and community.
Given all the ways in which we routinely trust strangers in conventional business, why is it difficult to imagine a similar transfer of trust in the context of sharing economy options like Airbnb?
At what points in your customer journey are you at greatest risk for losing trust?
This is the first in a 5-part series.
In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.
As you can imagine, the timing of The Airbnb Way wasn’t optimal, as Airbnb faced its share of challenges with dramatic decreases in travel in the early phases of the pandemic. That said, I believe my work with Airbnb leaders provides important and enduring value across the five areas featured in the book. Namely:
- Belonging
- Trust
- Hospitality
- Empowerment
- Community
Each episode in this series will focus on one of those themes. Let’s start with belonging.
This is the final post in a series titled "Customer Experience IS Team Member Experience."
Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week, I’ll round out the series with 10 more scientifically proven ways to increase your organization's engagement levels.
This is the fifth post in a series titled "Customer Experience IS Team Member Experience."
As this post's name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activities this week and 10 more to close out the series next week.
This is the fourth in a series titled "Customer Experience IS Team Member Experience."
Generally, the benefits of a highly engaged workforce fall into two categories – increased financial performance and improved employee performance and well-being.
Since employee engagement looks like the best thing since sliced bread, how do we increase it in our workplaces?
This is the third in a series titled "Customer Experience IS Team Member Experience."
As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE.
While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12.
Next week, we’ll look at employee engagement outcomes. For now, here are three challenge questions:
- Do you measure the engagement of your workforce?
- If so, how are you using what you learn to craft action plans that decrease the "squatters and renters" while increasing the "owners?"
- If you don’t measure workplace engagement, when are you going to start?
I’ve spent considerable time talking about adaptivity and learning resilience. As such, I’m intrigued by the role of "vigor" and “absorption” in concepts of employee engagement.
As you'll recall from my last installment, employee engagement or EE was conceptualized in 1990 but didn't gain research traction until approximately 2008. In that post, I asked you to think about whether employee engagement is an employee trait, a state created by your organization, or a set of attitudes or behaviors.
This is the first post in a series titled "Customer Experience IS Team Member Experience."
As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement.
So, what is known about employee engagement (also referred to as role, personal, work, job, or organizational engagement)? Which widespread claims about employee engagement, or EE for short, are supported by research and which are not?
Previously, I've unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely:
- Flexibility
- Speed
- Experimenting
- Performance Risk
- Interpersonal Risk Taking
- Collaborating
In this installment, we’ll explore the final three skills presented in Dr. Burke's book, Learning Agility. Those skills are:
- Information
- Gathering Feedback
- Seeking Reflecting
Risk can come in the form of stretch opportunities or interpersonal sharing. In all cases, we need to proactively leave our comfort zones to grow and spark innovation. Volunteering for a new assignment, increasing appropriate, personal disclosure, and reaching out to others for collaboration, all require a courageous stretch.
Think of a project or task that would force you to grow. How would you approach "volunteering" for the new possibility?
Professor Burke is an organizational psychologist who began studying the characteristics of high potential individuals and high-performance teams. In 2017, Professor Burke released his ground-breaking book, aptly title Learning Agility, Dr. Burke, along with partners at the Center for Creative Leadership, assessed hundreds of leaders to determine the behaviors needed to adapt and maximize leadership potential.
Dr. Burke defines learning agility as a set of skills for dealing with new experiences flexibly and rapidly. These skills involve trying new behavior, getting feedback on those attempts, and making quick adjustments, so new learning occurs when there is no clear path to success.
How has your learning agility affected your impact as an individual contributor or leader in your organization?
Dr. Dweck is a Stanford University professor of personality, social, and developmental psychology. Her work looks at how beliefs shape individual differences, and her book Mindset -The New Psychology of Success is a must-read for anyone trying to drive personal or organizational change. Mindset offers insights on how belief systems foster or hinder growth and development. The good news from Carol Dweck’s work is that fixed mindsets don’t have to stay fixed. Like all behavioral change, the first step in transformation requires an honest assessment of the areas where your mindset is fixed. The next step involves a calculation of the risks that come from staying stuck and the benefits of growth. With honest self-assessment and a reason to change, the next step is to craft a plan that challenges underlying assumptions or breaks through those beliefs that keep you stuck. How would you rate your organization on a 10-point scale, with one being completely fixed and ten being completely growth-oriented? In what areas is your organization stuck, and in what areas are you growing?
Given the complexity of business, specialization is a natural and powerful force. Often in larger organizations, the research and development department owns much of the innovation. For example, a customer experience leader might enlist the services of their agile team to gather input, create a minimally viable solution, and iterate product or service improvements. In that case, it's easy to conclude innovation is NOT your area.
I’m convinced all of us can and should nurture our innate creative skills. As such, I often ask my clients to think beyond easy solutions by asking questions like "What else might you do?" or "Let's assume that option isn't available – now what?" As my clients internalize those types of questions, they hardwire creative inquiry and idea hunting into their company culture.
What excellent customer service ideas or innovations have come from people other than those tasked to generate them?
In A Whack on the Side of the Head, Roger suggests that clarity is essential for communication but can be limiting when it comes to ideation. In essence, when we don't embrace the multi-faceted nature of problems we often rush to simple and incomplete solutions (typically selecting the first logical solution that comes to mind). Similarly, Roger believes that errors "are a sign that you are diverging from the well-traveled path" since an error can be "a stepping-stone to some new idea you might not have otherwise discovered." He goes onto suggest that you must "strengthen your 'risk muscle.' Everyone has one, but you have to exercise it, or else it will atrophy. Make it a point to take at least one risk every twenty-four hours." Routinely, I help leadership teams enter a playful and safe ideation space before we tackle serious customer experience challenges. In what ways do you and your team embrace ambiguity?
In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book's author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered keen insights which were foundational to professor Carol Dweck's work on growth mindset and professor Warner Burke's research on learning agility. Since customer experience elevation requires flexibility, creativity, and adaptivity, this series of posts will cover the work of Drs. von Oech, Dweck, and Burke and will start with three of von Oech's ten mental locks, which he says are hazardous to creative thinking.
Recently, I have been asked to highlight companies that demonstrate breakthrough (CX) customer experience innovation. So, before I launch into another series, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. As you may know, the Manhattan-based jeweler serves upscale clients across the globe who are looking for custom-designed jewelry, especially engagement rings or other items that celebrate a milestone. The CX superpower for Zameer Kassam is storytelling. How are you helping your customer create the story they will share about your product or service?
Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more than 200 studies on customer value. The book is a rich resource on what drives customer choice, ways to inquire about customer value and data analytic approaches to consumer preferences. I will highlight the core tenets of the theory expressed and tested by these researchers and outline five types of consumer value.
Read more at https://www.josephmichelli.com/blog/levels-of-value/.
his is the sixth and final post in a series titled "Team Member and Customer Experience Value."
In my recently released book Stronger Through Adversity, Natasha Hritzuk the Vice President and Head of Consumer Insights at WarnerMedia Entertainment shared the challenges leaders can face when mining consumer insights to understand value drivers – especially in the context of a pandemic. According to Natasha, “In the first two months of our journey with COVID-19, we were concerned about a consumer survey being unwelcomed and receiving a low response rate. So, we initially engaged people in ways that were a bit unusual for us—through online focus groups and ethnography [descriptive or immersive studies using tools like customer journals]—before we returned to a survey approach.”
How would you rate your ability to drive customer success by using customer analytics at scale through formal listening?
I believe that even greater customer value comes from moving from services to experiences (rather than from products to services). I also believe physical and digital service experiences are not mutually exclusive. In other words, service is table stakes in the value equation of most customers, and well-designed branded, emotionally enveloping experiences are differentiators. Further, the future success of a business depends on a shift to digital self-serve bolstered by elevated human experience delivery – not a choice of digital versus physical.
For more about the role of value creation in the future of customer experience success, please pick up or gift a copy of my book Stronger Through Adversity or you can download one of my complimentary eBooks including one I just wrote about Stronger Through Adversity.
Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs.
For me, customer value often is more a function of reducing clutter as opposed to increasing complexity. Clutter removal often involves streamlining cumbersome processes that hamper value delivery.
For more about the role of value creation in the future of customer experience success, please pick-up or gift a copy of my book Stronger Through Adversity or you can download one of my many complimentary eBooks including one I just wrote about Stronger Through Adversity. You can do that by visiting josephmichelli.com.
For the sake of example, let’s assume you purchased a beverage and you pay full price for it. Let’s further assume you received half as much of that beverage as you usually do for that price. You likely will perceive the transaction as having been 50% less valuable to you even though the price was the same as normal. Since perceptions of value are affected by far more than the quantity of an item a customer receives, experience designers seek to drive perceived value across a range of dimensions like product quality, environmental aesthetics, service consistency, and even the gratitude of the provider.
The ultimate goal of this approach is to leverage research on perceived equity to produce customers who will refer your business to others. Equity research has shown that to optimally drive loyalty customers should feel they received slightly more value than they paid for. If they receive less value than they paid for they feel cheated. If they received value commensurate with what they paid, they feel satisfied but they are vulnerable to churn. If they receive far more value than what they paid for they often lose respect for the provider and fear the company will go out of business. So, the optimal end state is to give slightly more value than your customers expect.
How do you create value for team members and customers? In Stronger Through Adversity, Amir Dan Rubin, Chair and CEO of One Medical, discussed how he adjusted value drivers in response to the pandemic. For more about the role of value creation in the future of customer experience success, please pick-up or gift a copy of my book Stronger Through Adversity or download one of my many complimentary eBooks at josephmichelli.com.
According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I would argue extraordinary customer experience brands are also great simplifiers.
This is the fifth and final post in a series titled "How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World."
In the midst of all that confusion, team members and customers rushed toward leaders and brands that simplified their experiences and made their lives as easy as possible. In Stronger through Adversity, Ben Salzmann, President & CEO of Acuity Insurance offered insights on how to simplify the employee and customer experience by effectively leveraging technology and empowering team members through training.
Have you looked at your customer experience and sought to remove complexity, corporate-speak, and unnecessary steps?
Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Is your average response time from customer service below 5 minutes?
"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. The pandemic has produced sustained and heightened emotions of fear, anxiety, uncertainty, sadness, isolation, and loss. As such, the actions of leaders, team members, and brands are more vividly recallable than pre-pandemic events. Against that backdrop, it has become increasingly important to look for elements of a team member or customer journey that produce pain or pleasure. During the pandemic and into the future, are you demonstrating competence, consistency, responsiveness, and reliability that fuels positive emotional experiences?
Brian Solis observed, "Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it." Calling back to Brian Solis' quote, do you believe your business is experiencing digital Darwinism - reflecting an expedited evolution of consumer behavior, COVID-19, and technology advances?
Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say they want from their employers and companies with whom they do business. In addition to self-reported preferences, I watched consumer behavior dating back to research conducted as the virus first took hold in China.
This is the first post in a series titled How to Deliver Memorable Internal and External Customer Experiences in a Pandemic and Post-Pandemic World.
"My humanity is bound up in yours, for we can only be human together." Those are the words of civil rights leader Desmond Tutu.
This is the final post in a series titled The Gifts of the Pandemic.
For me, one of the most significant benefits of this unwanted crisis has been a recommitment to the human experience. By that, I mean, leaders have demonstrated more compassion and respect for their employees' needs. Team members have made sacrifices for one another and exceeded customer expectations.
For more about human experience elevation, please pick-up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Kohl's, Microsoft, and Marriott. To elevate the experience of those fighting COVID-19, I'm donating a portion of the book's proceeds to the international nonprofit Direct Relief, which provides food and supplies to those on the frontline.
It’s easy to remember a time when someone failed to acknowledge our contribution. However, it’s almost impossible to know how often people walked away from interacting with us feeling underappreciated. Based on my experience this last year, I’ve noticed leaders expressing gratitude more frequently to their team members. Michelle Gass, CEO of Kohl’s, exemplifies this unintended benefit of the pandemic.
Michelle told me one of her top priorities during COVID-19 has been to “consistently express my tremendous gratitude and thanks to our 100,000 associates. In every message, I’ve been very intentional about saying thank you. Sometimes it was in recognition for people who are on the front lines in our e-commerce fulfillment centers. Other times gratitude would be expressed for those who made curbside pick-up possible."
To learn more about the role of gratitude in crisis, please pick-up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Microsoft, and Marriott. As an expression of my gratitude, I’m donating a portion of the book’s proceeds to the international nonprofit Direct Relief, which provides food and supplies to those on the frontline.
The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding adventure. Now imagine you strap into your Space Mountain ride, and it lasts more than two and 1/2 minutes. Imagine you're still going for two and ½ hours, and you have no idea when the ride will end. Such is the state of disequilibrium most of us have experienced during the pandemic.
This is the fifth post in my series titled The Gifts of the Pandemic.
Keeping with our Space Mountain example, you've likely struggled to manage the speed of change needed to navigate the continual twists and turns of the pandemic. You probably had few options to slow or stop this ride. So where do you turn?
For more about the gift of purpose, I hope you'll pick-up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Kohl's, Microsoft, and Marriott. My purpose is to "serve those who serve well," so I'm donating a portion of the book's proceeds to the international nonprofit Direct Relief, which provides food and supplies to those on the frontline.
I'd like to invite you to join my guests and me for LinkedIn Live conversations every Thursday at 12:30 p.m. Eastern.
This is the fourth post in my series titled The Gifts of the Pandemic.
So far in this series, we've looked at pandemic gifts or teachable moments that include:
- Learning
- Humility
- Empathy
Upcoming installments will focus on:
- Clarity of Values
- Gratitude
- Human Experience Elevation
I realize the title of this series can be a bit jarring. How can the pandemic provide "gifts?"
When it comes to adaptivity, the pandemic forced many companies to pivot or perish.
For more about adaptivity and "pivoting with purpose," I hope you'll pick-up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Kohl's, Microsoft, and Marriott. When you purchase the book, you're helping those who are fighting the pandemic since a portion of the book's proceeds is donated to the international nonprofit Direct Relief, which provides food and supplies to those on the frontlines.
For me, empathy is best exemplified by neuroscientific research, which shows when we observe the pain of others, it activates the same neural pathways as when we experience pain ourselves. We are hardwired to “feel into” the pain of others, which is the translation of the German root from which the word empathy evolved. Empathy is the gift of feeling into the emotions of others.
For more about empathy and compassion, I hope you will pick up or gift a copy of my book Stronger Through Adversity, which provides more than 20 pandemic forged lessons from 140 plus leaders like the CEOs and Presidents of Target, Verizon, Kohl's, Microsoft, and Marriott. Out of empathy for those fighting the pandemic, I’m donating a portion of the book’s proceeds to the international nonprofit Direct Relief, which provides food and supplies to those on the frontline.
Let’s face it, most of us care a lot about what others think of us (especially if we are leaders in business, community, or family). We project “the best of” ourselves in public and reserve “the rest of” ourselves for private. That approach leads to 70 percent of people feeling what researchers Pauline Clance and Suzanne Imes label an “imposter syndrome.” Social media amplifies this syndrome, since most people tend to share the “highlight” reel of their life and not the “lowlight” events.
Let’s jump to the pandemic and how it made it harder to hide our blemishes, shortcomings, and limitations. For example, we saw leaders communicating from their bedroom not the boardroom. We knew our dogs, spouses, and children would wander into our videoconferences, and we went on camera having cut our own hair. As a result of our vulnerability, many of us spent less time managing our image. We acknowledged our fears, errors, and humanity, and operated more from our hearts and less from our heads.
For more about Stronger Through Adversity, visit https://www.josephmichelli.com/stronger-through-adversity/
Here's a question for you, if you could, would you go back to the way it was before COVID-19? Let's imagine you could flip a switch that would re-instate your life and your business to how it was in November of 2019? Before you decide, let's also assume you didn't lose your business, you experienced no family member's death, and remained in relatively good health.
Given those parameters, would you flip the switch? For me, the answer is a resounding NO!
For more about Stronger Through Adversity, visit https://www.josephmichelli.com/stronger-through-adversity/.
In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” Quite frankly these days I’m just trying to get through the darkness of our time.
For me, when it's darkest, when I am horrified by nightly death tolls, or righteousness that prompts inexplicable violence, I look for light on the horizon. Sometimes it’s hard to see more than flickers, but I know the light is there and waiting for me find it.
Today I'm discussing three sources that have proven illuminating to me.
Whew 2020 is over! On behalf of our team, I wish you a safe and prosperous 2021. Next week I will resume our video series Stronger Through Adversity, based on the book I released last month, but for now I’ll simply share words of hope written by Anne Frank. She noted: ”What a wonderful thought it is that some of the best days of our lives haven’t even happened yet.” I’m looking forward to those “best days of life - yet to come.” How about you?
Throughout December, I’ve been sharing a few excerpts from Stronger Through Adversity to provide stories and lessons on resilience and hope. I had lots of stories to choose from, thanks to the wisdom shared by over 140 leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz. Today I’ll excerpt a section which features David Hudson, Commissioner and National Commander of The Salvation Army.
If you would like to learn more about the book Stronger Through Adversity, please visit strongerthroughadversity.com or buy it now wherever you get your books. Also, I’d be honored if you’d join me for my live interview series on Thursdays at 12:30 p.m. Eastern and simulcast on LinkedIn, Facebook, and YouTube.
Wishing you and yours a Merry Christmas. I told my family that the only “gift” I wanted this year is a safe way for us to be physically together in the days ahead. I want that gift for you as well. Until those days come, Merry Christmas from The Michelli Experience team.
My new book, Stronger Through Adversity features 140 plus leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz, who shared their insights and wisdom. Today I'm sharing a section from the foreword of Stronger Through Adversity, which was written by my mentor Johnny Yokoyama. Irrespective of Johnny's recommendation to pick-up my book, I encourage you to take time this month to think about the lessons you have learned this year and how you will be stronger as a result of the pandemic. If you'd like to learn more information about the book Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In Stronger Through Adversity, I play off the theme of "Bring your Son or Daughter to Work" day to emphasize the importance of bringing our authentic self to work every day. The leaders I spoke with for the book, whether that was Stephanie Linnartz, President of Marriott, Steven Preston, CEO of Goodwill Industries, or Dave Pace, Chairman of the Board for Red Robin Gourmet Burgers, talked a lot about authenticity and leadership vulnerability - especially in a crisis.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
I wanted to interrupt my series Stronger through Adversity to simply say Happy Thanksgiving.
For those of you across the US, I suspect, if you are like me, the Thanksgiving table will be quite different this year. While I wish I could be with my children and grandchildren, I am still filled with gratitude.
If anything, this year has been a tremendous opportunity to gain perspective on what really matters. It’s easy to get wrapped up in pain, fear, anger, and divisiveness brought on by the cataclysmic disruptions in 2020, but I am far too blessed to go there.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In conversations with leaders like Hans Vestberg, CEO of Verizon, Brian Cornell, CEO of Target, Matt Renner, President of Microsoft, and Barbara Humpton, CEO of Siemens USA, there were several consistent themes about thoughtful communication. Here is a cliff notes version of some of them:
1) The most common mistake when it comes to messaging is to under-communicate especially during a crisis.
2) Frequent communication doesn't mean haphazard messaging, and it's possible to over communicate.
3) Words can inspire resilience or worsen the crisis.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
How would you rate your communication transparency during the pandemic? More importantly, how would your team members rate you on communication openness?
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
John Gerzema, the CEO of Harris Insights and Analytics, once observed, "Transparency, honesty, kindness, good stewardship, even humor, work in businesses at all times." I believe those qualities have had heightened importance during this crisis. In my conversations with leaders throughout the pandemic, I heard a recurrent theme. It's hard to be an effective steward of people and resources when actionable intelligence is a moving target. Specifically, in Stronger Through Adversity, I addressed the types of uncertainties that plague leaders.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
Let's talk this week about formal listening, which includes inviting customers to attend virtual feedback sessions (focus groups) or sending surveys to employees. Formal approaches like surveys generate large quantities of real-time and actionable information.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In Stronger Through Adversity, I borrow wisdom from Greek philosopher Epictetus who said, "We have two ears and one mouth so that we can listen twice as much as we speak." Throughout my conversations with leaders, it was clear that they were listening more and with increased intensity than they had before the pandemic. For example, these leaders regularly assessed their people and customers' emotional status, fears, and morale. Leaders increased stakeholder listening through surveys (which I will discuss in next week's post) and unstructured conversations.
These leaders practiced active, continuous listening, and they closed the loop by taking action on what they heard. From Epictetus' perspective, during this time of extreme disruption, the most successful leaders listened twice as much as they spoke.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In Stronger Through Adversity, I wrote, "The more things change, the more they stay the same or so it would seem from reading Marcus Tullius Cicero's writings.”
In conversations with leaders throughout the pandemic, it became clear that customer and employee safety (something that typically operates in the background of a business) jumped to supreme importance. Leaders shared with me many specific decisions they made to protect customers and team members - even when those decisions resulted in substantial short and mid-range costs and losses.
Stronger Through Adversity is full of examples of how leaders acted on behalf of team members and customers, consistent with Cicero's maxim that safety should be the highest law, but let's bring this discussion back to you.
How has your behavior aligned with Cicero's maxim? What are the short and mid-range costs to your business of setting safety supreme? What are some of your most challenging tradeoffs?
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In Stronger Through Adversity, I suggest that practicing employee obsession is an ominous concept since, in its most negative connotation, obsession means a disturbing preoccupation. I go on to write that the leaders I interviewed weren't advocating disturbing preoccupations with team members. I am, however, using the broader definition of obsession to reflect a compelling motivation.
In Stronger Through Adversity, I talk about how I've had a front-row seat as a leadership and customer experience consultant to a raging debate about whether companies should aspire to put the customer or the employee first. As you might guess from Amazon's guiding principles, Jeff Bezos consistently says, "Put the customer first," while the founder of Virgin Group, Sir Richard Branson, believes, "Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients."
What do you think of the debate between prioritizing team members versus customers? More importantly, how have you enhanced your team member experience, given the challenges of the pandemic?
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
I wrote the following in Stronger Through Adversity, "Unfortunately, many leaders lose perspective on their limitations and carry an inordinate responsibility for the success of their organization, team, family, and community. They fail to heed the wisdom of poet John Donne when he wrote, 'No man is an island, Entire of itself.'" The concept of leaving the island captures how world-class leaders eagerly asked for help, sought guidance, and adopted a growth mindset.
In the book, I said, "Ironically, many of the leaders I spoke with credited the pandemic for fueling substantial personal and organizational growth. I heard statements like, 'COVID-19 gave me a harsh wake-up call,' or 'The pandemic forced my team and me to dive into learning. As soon as we figured out operating in a lockdown, 'Bam,' we had to knit together a re-opening plan.'"
In many ways, COVID-19 has been the great equalizer. It's rendered leaders so vulnerable that they couldn't fake their way through solutions alone. It has humbled leaders to understand that asking for help is a sign of strength, not a sign of weakness.
To whom have you reached out for help during this pandemic? How regularly are you asking others for guidance? Who has turned to you? I would love to learn what will assist you? Let's explore what will be needed to help you elevate your leadership and human experience delivery.
If you would like to learn more about Stronger Through Adversity and get your special 40% off pre-order offer head to strongerthroughadversity.com.
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
During my conversations with leaders, many referenced having no roadmap for leading in the pandemic or suggested their previously crafted maps didn't apply. That prompted me to recall a lesson I learned when I started hiking 14,000-foot mountains in Colorado. A veteran climber told me, when the map doesn't match the terrain - follow the terrain.
They shared how they sought and continued to seek reliable, real-time information on all stakeholder perceptions as well as the financial health of the business. They candidly shared the challenges of garnering accurate data given widespread misinformation and conflicting expert and political guidance. They also spoke about the constant cadence of meetings and the rapid tactical shifts they make. Most importantly, they talked about the constant recalibration required to maintain a steady course in unsteadying times.
I won't get into the stories shared by these leaders, you can find those in the book; however, I will ask how readily you give up preconceived notions or existing plans? Where do you turn for reasonably accurate information amid a sea of distortions? How nimbly are you able to act and course-correct as conditions warrant?
If you would like to learn more about Stronger Through Adversity and get your special 40% off pre-order offer head to strongerthroughadversity.com. Until next time, may you be Stronger Through Adversity by following the terrain.
Thank you for joining me for this series titled "Stronger Through Adversity." This series highlights key takeaways from my upcoming book of the same name. That book is based on conversations and work with more than 140 global leaders. This installment is titled "Put Your Mask On First."
Leading through the pandemic has been an adventure. According to the CEOs and board members with whom I interacted, that adventure often meant self-sacrifice. Many leaders were working 16, 18, and 20 hours a day. I will be honest I was in that 20 hours a day camp myself.
In Stronger Through Adversity, leaders share how they maintain balance, self-talk, exercise, deep breathing, and movement. Leaders link improved performance to self-care rituals, where (as in the instructions of flight attendants) they put their self-care masks on first so they could assist others.
What are your self-care rituals? How diligently have you been putting your self-care mask on first? How do you remind yourself to pause, breathe, and move?
If you would like to learn more about Stronger Through Adversity and get your special pre-order offer head to strongerthroughadversity.com.
I pitched and had the concept for Stronger Through Adversity accepted by the publication board at McGraw-Hill. In the next two months, I engaged in over 140 conversations with remarkable business, nonprofit, and public safety leaders. CEOs and Presidents of companies like Target, Verizon, Kohl's, Microsoft, Farmers Insurance, Dairy Queen, Mercedes-Benz, Zappos, United Way, Salvation Army, and so many more kindly took time to talk about the lessons they were learning or affirming during the pandemic. I captured these conversations in Stronger Through Adversity and you can step into these resilience conversations in the pages of the book. I will tell you about the five main areas covered in the book throughout this series. Right now, I wonder, what book or conversation of yours needs to be captured? If you would like to learn more about Stronger Through Adversity and get your special pre-order offer head to strongerthroughadversity.com.
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series.
Like all retail and restaurant brands, Starbucks took a massive hit throughout the pandemic, but as of today, 90% of its stores remain open. That is a stark contrast to most global restaurant chains. I am convinced that Starbucks' pre-pandemic investments in technology and people contributed to the company's resilience.
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Map the Hybrid Journey."
I now know how my mom felt when I lost my driver's license at age 16 for repeatedly speeding in my '57 Chevy. She didn’t mince words and forcefully said, "I told you what would happen if you didn't change your ways."
As a consultant, I've never actually said to a client, I told you so, but sometimes I've entertained the thought. Particularly, when I look back on consultations with leaders who were reluctant to invest in technology-aided human service before COVID-19.
Thank you for joining me for the second installment in the series "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Compassion in Action."
In my last post, I distinguished between compassion, empathy, and sympathy. I also shared that from the onset of the pandemic, I've worked with leaders and businesses that have responded to the full-frontal blow of COVID-19. They have done so by showing tenacity, adaptivity, generosity, and most importantly, compassion.
Thank you for joining me for this new series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled "Be Compassionate."
People are in love with technology these days, and well, they should be. It's hard to imagine how we would have operated any business if this type of pandemic had occurred in the late-1970s without the benefits of the world wide web.
Many of us undoubtedly will look back on COVID-19 (whenever we can put this virus in the rearview mirror) and remember the value of cloud computing, online commerce, home delivery, and video conferencing. But what else will we recall?
Have you ever wanted to have a business do-over? In golf, we call it a mulligan. It's when you are forgiven your first shot and allowed to take another because, let's just say, the first ball didn't go where you intended.
Guess what? COVID-19 has hit the GIANT reset mulligan button for every business.
If pre-pandemic, you had cumbersome processes, now is the time to shed them and act like a start-up.
If you didn't invest enough in contactless processes, you have a great chance to fix that now.
Let's assume you didn't solicit customer feedback regularly and deploy it effectively? Fear not, you are living in the "Better New Days."
For me, the "old normal" world of business was too often like going to a chamber of commerce or networking event where everybody was selling, and no one was buying. There are a lot of business cards passed around, but very few people listening and understanding how they can be of service.
In this "Better than Normal" world, more people are willing to share input, and some companies are capitalizing by being more willing to listening. That listening takes the form of informal inquiries. For example, they track sentiment on social media and ask people to have casual conversations. Formal listening includes pulse surveys or more extensive customer or team member engagement surveys.
So here's the big question, are you one of those listening companies? If you are listening, what are you doing with what you are hearing?
I used to use the word empathetic until a researcher in the field corrected me. She said, "'Empathetic is wrong and empathic is correct." She added, "There is nothing 'pathetic" about empathy. Henceforth, I'm in the empathic camp.
Now that's out of the way, let's look at how the world has gotten better thanks to an upsurge in empathy.
As you likely know, the word empathy comes from a German word that roughly translates as "feel into” and humans are hard-wired to feel into the emotions of others. For example, neuroscientists have found that the same neural pathways which activate when we feel pain also fire when we observe the pain of others.
I love thinking I'm invincible - look at me who'd want to go toe-to-toe with me? Then again, when I look a little more closely I realize I'm not all that. What a gift COVID-19 has been when it comes to putting a humbling mirror up to most business owners and leaders.
Growing up in my Italian home, I was told never to say things like a pandemic is a gift, so I hope you forgive me. My point isn't that any of us wanted this tectonic disruption. It's just that we are best served by finding the thin silver lining in a stubbornly dark cloud.
For me, the vulnerability of the pandemic is an important part of these better than normal days. Let me explain.
This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.
I have been busier than I’ve ever been before during the pandemic, but in those rare moments of reflection, I have been able to evaluate what brings value and what was simply a habit, and your customers are doing the same.
For example, I used to live in hotels and on planes, but I haven’t struggled with getting my carry-on out of an overhead bin in months, and still business soars. Was all that air travel purposeful?
I am hoping my dry cleaner misses me because I was a loyal visitor when I wasn’t on the road. However, in the last few months, I haven’t had much of a reason to stop by. I’m not saying that planes, hotels, and dry cleaners aren’t important, I am merely suggesting that in this “better than normal” world we’re living in that all of us are given a chance to question decisions that used to seem reflective. It’s Monday, and I am home, I’d better go to the dry cleaner?
Let’s imagine your customers reflecting on the purposefulness of your business in their lives? How much of their purchases are driven by habit? How are you faring?
Ok, those are unpleasant questions, so let’s try something more positive. What might you do to increase the likelihood that customers will see the purposefulness of your offerings?
This is the first installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.
I don’t know about you, but I am already eager to put the phrase “new normal” out to pasture! When most people say it, I hear the pain in their voice and a nostalgic longing for the way things used to be. There’s an “if only” packed into it. If only, we weren’t in this new normal. Or if only, I could have this part of the old normal back. The words new normal are somehow reminiscent of my father’s penchant for saying things like “those good old days.”
I hereby decree the words “new normal” no longer are useable, and I declare they shall be replaced with the phrase “better than normal.” Since I’m striking down phrases, I will replace “good old days” with “good new days.” Alas, if only I had that power beyond this simple blog.
I make these two proclamations to frame the importance of working to make “now” better than “then” and to make the “future” better than “now.”
Let me show you two ways customer experiences are already better than normal.
I suspect you may be at least a little like me. I like spontaneity, but only on my terms. I’m a fan of agendas, plans, and being confident that my position on an issue is well informed.
Then came COVID-19, a sub-microscopic infectious agent, roughly 1/1000 the width of a human hair. I am lucky to date in that the virus has not rendered me or those I love ill, hospitalized, or worse. But it, along with the death of George Floyd, sent orderliness, planning, and knowledge certainty whirling. Those events probably did the same for you, your team members, and your customers.
It sounds strange, but I am starting to find value in discomfort and uncertainty.
Let’s face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight.
If, before COVID -19, you sold flowers in a traditional retail store, suddenly; you had to find a way to take your entire business online. Service providers leveraged technologies to maintain relationships with their clients and minimize revenue losses.
COVID-19 was a gut punch that forced radical business transitions, reduced service interactions to digital exchanges, and produced functional yet largely undifferentiated service experiences.
During those urgent transitions, most leaders functioned on adrenaline and survival instincts.
I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early in my career and helping people deal with anxiety, depression, loneliness, and isolation. It’s also affected by the last 20-plus years of my career, where I’ve helped mostly Fortune 500 leaders create positive emotional bonds with their customers.
I share that context because I am about to say something outrageous and I hope you will stay with me.
Ok, here goes…
I am convinced that the loneliness, anxiety, sadness, and loss of control emerging from the pandemic can be POSITIVE, but only if (and it’s a big IF) we learn lessons by flipping our feelings.
Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers.
A couple of installments back I talked about my dislike for how the word unprecedented is being used in the context of this pandemic. Typically, these days unprecedented implies no one has ever encountered a pandemic before and that history offers no guidance on how to cope and prevail. This week I am bristling at the way the word empathy is being used in the context of the pandemic. Quite frankly I love the word empathy and I’ve used the word regularly since I finished my doctorate in clinical psychology back in the late 1980s.
What’s bothersome about the word’s use these days, is that it’s thrown around as if everyone knows how to be empathic and as if it’s easy to demonstrate this component of emotional intelligence (EQ).
This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers.
There are days in this pandemic reality that quite literally seem upside down. While disorienting at times, I am heartened by how core leadership and human experience skills resoundingly apply; particularly when those skills are tempered by some new emotional guidelines.
This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers.
This week’s installment is titled Focus on the Hole. I take exception with the overuse of some words these days, particularly when those words suggest we are powerless or helpless.
One of my least favorite words (which I intentionally repurposed) for the title of this series is the word UNPRECEDENTED. Normally when we hear that word these days, it is used to signify the magnitude of the challenges we are all facing. With regard to challenges, let’s look at what the word implies.
This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions play in customer experience delivery.)
Sales trainers have long championed the concept of ABC. Which stands for always be closing. They suggest that when presenting your service or product, you should always be moving the conversation to close the sale. In the context of our current pandemic, I would modify ABC so that it stands for always be connecting.
This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption.
Our focus today is on being surprisingly kind.
Prior to COVID-19’s disruption across much of the world, my team and I launched something we call the Surprisingly Kind movement. We are collecting and sharing stories of surprising kindness.
Thanks for joining me for the third installment in my series titled Break the Glass, where we’re looking at ways to take constructive action in these unprecedented times.
This week we’ll explore the importance of setting expectations for team members and customers alike. We’ll also link expectation setting to the third of the four key behaviors covered in this series – namely letting people know if and when you are open.
No matter what the status of your business – now is not the time to go radio silent.
Last week we talked about the first of four categories of constructive behaviors that this series will cover, namely listening to the needs and pain of your team and customers. This week we will focus on anticipation and I will link anticipation to the second category of constructive behavior, which is offering value, thought leadership, and kindness.
I have been surprised at how quickly some owners, leaders, and managers have lost their focus on the people who created their success. Those leaders certainly prioritized team members and customers when business was good, but due to panic prompted by threats of business survival. In essence, self-preservation leads to “self-absorption.”
I want to offer a glimpse into a personal practice that helps me in these times. I truly hope that this approach will be helpful to you as well. It involves taking time every day to list and share the things for which you are grateful. Here’s an example of a recent day of writing...
This week I'm sharing lessons from the most challenging week of my career (and quite frankly, I had it easy compared to so many). When I’m talking challenges, I’m talking about leadership challenges faced by people I’m proud to call clients and friends. Let’s start with the word – leadership.
This past week I participated with phenomenal teams who stared into an uncertain future and led.
When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?”
Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and the wisdom of the ages, to cope with uncertainty like none I’ve encountered in my lifetime. Leveraging off my mom’s aforementioned phrase, I’ve been reflecting on this question – what can we learn and do in the face of this Pandemic?
For years now, I have been equating leadership with managing in a VUCA world.
While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of years later in Army War College documents. As you likely know, VUCA refers to navigating a world replete with:
Volatility
Uncertainty
Complexity, and
Ambiguity
In continuation of my series on leading transformational human experiences in uncertain times, I’ve been struck by how well VUCA describes the challenges that leaders face in the context of the coronavirus.
I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the form of remote sales strategies or enabling team members to work from home.
Maybe I am unusually lucky, but in contrast to political leaders who can get bogged down in blaming their opposition for problems, the people with whom I work are spending all of their time looking for solutions on behalf of their team members and customers. I thought I would share some of these strengths in the hope that they will be of benefit to you.
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this book, Peck suggested above all else people fear change.
That made me wonder if we also fear that things won’t change. In other words, we get bored when things become stagnant and become overwhelmed when change exceeds our ability to cope.
For me, the world of human experience elevation is a perfect mix of dynamic change.
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change.
While customer expectations are increasing at a lightning pace, the fundamentals of customer experience delivery have remained relatively constant across the past decade.
Smart customers realize that they have the power to choose brands that care about them and exceed their expectations.
Less smart leaders believe that customers make decisions predominantly based on the benefits, attributes, quality, and price of their products.
Quite frequently, my team and I are asked to develop customized frontline and leadership training materials in support of an enhanced team member or customer experience. Having reviewed a lot of generic service training materials available in the market today, I find myself cringing when the curriculum proceeds down any number of over-traveled paths like these...
We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be intentional. We also believe that it is not enough to be kind only when it’s expected. We want to surprise others with kindness!
Finally, we believe stories of surprising kindness serve to inspire others, so we hope you will share stories of leaders, managers, team members, colleagues, friends, family, acquaintances, and even strangers who have been surprisingly kind.
Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey of their core customer segments.
While each customer group will differ on the moments-that-matter most to them, certain customer interaction points play a fairly universal role when it comes to customer engagement or customer churn.
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.
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 identifies a number of key drivers affecting customer expectations today...
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 my vantage point, the art of business success is to identify key business objectives and execute against them flawlessly. All too often, companies drift in what I call shiny ball syndrome...
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.
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 peacemaker among friends and family
- Commit to spiritual growth
Over time, I’ve come to believe we don’t need to and quite frankly can’t “Unplug the Christmas Machine” – that machine will run even if you or I were to find a way to unplug it.
I suspect our efforts are better spent focusing on how to create humanity-rich experiences this time of year. To that end, I offer some thoughts which I’ll lovingly call “gifts” for the season. These gifts can be given to...
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…
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 work through a service challenge or customer complaint. I hope you find value in them as you seek to make this a peaceful and profitable holiday season.
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.
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 optimistic and positive such that it drove the miserable away?
In this Thanksgiving week (where we formally take pause to give thanks), I thought it would be worthwhile to remind ourselves of the importance of driving a year-round culture of optimism and gratitude.
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 devices to rapidly locate items, or Best Buy’s use of push messaging to give shoppers real-time discount alerts – technology will be a shopping enabler this holiday season.
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 Feinberg, M.D. and the way he used stories to (in David’s words) “lead a revolution to put care back into healthcare.”
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.
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.
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 organizational effectiveness and achievement.” In keeping with that objective, Smartsheet recently asked Engine Research to look at the relationship between communication flow, organizational effectiveness, and customer impact. Here are a few findings from that study...
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.
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.
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 organization? What's your approach to creating collaborative innovation directed toward customer convenience, personalization, and personal care?
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.
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.
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?
My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable.
Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also will not keep my less than nice comments to myself. I’m justifying my actions in the name of helping you elevate your customer experience. Here goes…
Customer segments or customer need states? The answer is … both!
It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states.
In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.
In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share compelling brand stories that become part of the company’s mystique or lore.
In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships via a blend of people and technology.
In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.
In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.
In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.
In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.
In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.
In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!
Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.
In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.
This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.
In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...
In this week's episode, Dr. Michelli discusses the five brand components of successful companies...
In this week's episode, Dr. Michelli discusses the storied Dooky Chase Restaurant in New Orleans and it's owner and head chef, 96-year-old Leah Chase.
Dr. Michelli discusses a few of the visual storytelling offerings from the big game to see what we can learn from these efforts.
In this week's episode, Dr. Michelli discusses elements of customer experience improvement which have transcended place and time.
In this week's episode, Dr. Michelli discusses how to assess your brand voice for optimal customer experience...
Dr. Michelli discusses predictions Walker research group made back in 2013 about the future of customer experience by 2020...
In this week's episode, Dr. Michelli discusses how businesses can deliver magical experiences for their customers...
In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...
Dr. Michelli discusses seven tips for managing customer complaints and stress this holiday season...
In this week's episode, Dr. Michelli discusses online retails during cyber week in the United States...
In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers...
Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...
In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.
In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...
In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...
In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...
Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...
In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...
Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...
In this week's episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz...
Dr. Michelli discusses some of the nuances between customer loyalty and repeat business...
customerloyalty #cxo
In this week's episode, Dr. Michelli discusses the five key things you must do to be customer-centric...
In this week's episode, Dr. Michelli discusses five things you should not do in the name of customer experience...
Dr. Michelli discusses how business leaders drive modern adaptive process...
Read the blog post.
In this week's episode, Dr. Michelli discusses why many brands have softened their traditional media buys and have focused instead on paying influencers to position products.
In this week's episode, Dr. Michelli discusses the history of Starbucks closing for training sessions...
Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them out?
In this week's episode, Dr. Michelli discusses how to take your service communication to the next level.
In this week's episode, Dr. Michelli discusses the war of words between Apple and Facebook...
In this week's episode, Dr. Michelli discusses the future of customer experience delivery...
In this week's episode, Dr. Michelli discusses the foundational business disruption that led to Toys “R” Us’ success is also what propelled its demise...
In this week's episode, Dr. Michelli discusses the leadership legacy of Orin Smith (one of the original brand architects of Starbucks).
In this week's episode, Dr. Michelli discusses the difference between customer-centricity and customer experience...
In this week's episode, Dr. Michelli discusses the future of technology and the human condition...
In this week's episode, Dr. Michelli discusses how to build products and services from the customer perspective...
In this week's episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access...
Dr. Michelli discusses how technology should address human needs when used in customer experience...
In this week's episode, Dr. Michelli discusses getting rid of unnecessary business components to allow for growth in new ways...
Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker...
In this week's episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experiences...
In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...
In this week's episode, Dr. Michelli discusses how you can listen to your customers in many different ways...
In this week's episode, Dr. Michelli discusses the importance of defining brand moments...
In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.
Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”
My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.”
In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...
To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.
In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries...
Dr. Michelli, discusses attention span and why communication should be viewed as an interruption...
In this week's episode, Dr. Michelli discusses human nature during a natural disaster...
In this week's episode, Dr. Michelli discusses how to be a human-centric organization...
Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...
In this week's episode, Dr. Michelli discusses the power of associations for your brand...
In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...
In this week's episode, Dr. Michelli discusses driving trust and engagement levels in your workforce...
Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy....
Dr. Michelli discusses in this week's episode whether or not a Chief AI Officer is needed in businesses...
In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....
In this week's episode, Dr. Michelli discusses emotional value in customer experience...
In this week's episode, Dr. Michelli discusses the human value in customer experience...
In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “to be new again"...
In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...
Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...
Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...
In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...
In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...
In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...
In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...
Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...
In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...
In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...
In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery. He also challenges listeners to "add value" through humanity and "ease" through automoation...
In this week's episode Dr. Michelli, discusses integrating human and technology based service...
In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricity...
Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...
In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...
Dr. Michelli, discusses why you should use customized customer service training tools as a guide only...
In this week's episode, Dr. Michelli discusses setting a new standard for experience delivery...
In this week's episode, Dr. Michelli discusses ways in which technology is making the customer experience easier...
In this week's episode, Dr. Michelli discusses leaders identifying their "one big thing"...
Dr. Michelli, discusses shifting prospective customers interest into a buying conversation...
In this week's episode, Dr. Michelli discusses the promises your business makes to customers who choose to engage with your brand...
In this week's episode, Dr. Michelli, discusses connecting to the higher needs of your customers...
In this week's episode, Dr. Michelli, discusses customer experience innovation as a design discipline...
In this episode, Dr. Michelli, discusses perception impacting your key performance indicators...
Dr. Michelli discusses creating the right environment for world-class customer experiences to occur...
Dr. Michelli, discusses a couple ways Domino's Pizza is innovating their customer experience through the use of technology.
Dr. Michelli, discusses wisdom and foolishness as it pertains to technology advances in customer experience delivery...
In this week's episode, Dr. Michelli, discusses the importance of interpersonal engagement...
This week, Dr. Michelli, talks about customers not always being right and when they should become former customers...
Dr. Michelli discusses taking the time to get to know unmet customer needs so you can craft solutions to serve targeted customer segments...
Dr. Michelli, discusses recent changes at Starbucks and how to have authentic personal emotional connection...
In this week's episode, Dr. Michelli, discusses how to create craveabilty in your business...
Dr. Michelli, discusses research supporting an investment in programs designed to improve the engagement and loyalty of your customers...
In this week's episode, Dr. Michelli, discusses branding lessons learned from Will Smith...
In response to the TERROR perpetuated in Orlando, Dr. Michelli looks at the critical importance of delivering compassionate service in every business interaction....
In this week's episode, Dr. Michelli, artificial intelligence and the uncanny valley...
Dr. Michelli discusses the importance of effectively using technology to inquire of your customers...
In this week's episode, Dr. Michelli, discusses points of distinction in the customer experience...
In this week's episode, Dr. Michelli, discusses whether employees or customers should come first...
Dr. Michelli discusses a company ranking high on the Fortune magazine “Best Companies to Work For” List...
In this week's episode, Dr. Michelli, discusses words/phrases team members should remove from their vocabulary...
In this week's episode, Dr. Michelli, discusses how to effectively listen and act on the feedback provided by customers...
Dr. Michelli talks about how you can engage Millennials and earn their customer loyalty...
In this week's episode, Dr. Michelli, discusses how you can wow customers without spending a dime...
In this episode, Dr. Michelli, discusses making commitments rather than resolutions in the new year...
In this week's episode, Dr. Michelli, the phenomena of rising property values near Starbucks stores...
Dr. Michelli discusses the use of an integrated solution to impact customer experience...
In this week's episode, Dr. Michelli, discuss the hustle and bustle of the holiday season...
In this week's podcast, Dr. Michelli talks about the various frequency categories for customers...
In this week's podcast, Dr. Michelli discusses peace of mind in the customer experience...
In this week's podcast, Dr. Michelli discusses linking nonprofits with for-profit businesses...
In this week's podcast, Dr. Michelli discusses businesses that are allowing employees to take as much vacation time as they want...
Dr. Michelli discusses employers whose policy requires employees to cover their tattoos...
In this week's episode, Dr. Michelli discusses sharing as a way to enhance customer experiences...
Dr. Michelli shares branding lessons learned from Trappist monks in this week's episode...
This week Dr. Michelli shares insights from Mahatma Gandi as they relate to your customer experience delivery...
In this week's podcast, Dr. Michelli discusses why word choice makes a difference in the customer experience...
In this week's podcast, Dr. Michelli discusses the need for feedback along the customer journey...
In this week's episode Dr. Joesph Michelli discusses the importance of listening to customers when creating a tactical approach to reach them...
In this week's podcast, Dr. Michelli discusses how businesses can create both a consistent and individualized experience across multiple locations.
In this week's podcast, Dr. Michelli discusses the new upgrade to the Starbucks mobile app allowing mobile tipping...
In this week's podcast Dr. Michelli discusses how great leaders develop recognition excellence by creating effective reward and recognition programs...
In this week's podcast Dr. Michelli talks about how businesses can pursue meaningful growth...
In this week's podcast Dr. Michelli discusses how authentic personal interest fosters customer engagement and loyalty...
In this week's podcast Dr. Michelli talks about how Zappos creates fun in the workplace...
In this week's podcast Dr. Michelli shares phenomenal marketing insights from Howard Partridge, president of Phenomenal Products...
In this week's podcast find out how Starbucks fosters a spirit of passion into their culture...
Do you know what holacracy is? Check this week's podcast to find out how it my affect your business....
Dr. Michelli discusses why mistake recovery has substantial impact on customer perceptions and on the future purchases of those consumers...
Dr. Michelli describes how Starbucks delivers consistent experiences to their customers time and time again...
Dr. Michelli shares how Starbucks gathers and analyzes feedback from customers about suggested improvements and innovations...
Dr. Michelli shares five points to ensure you are optimizing every opportunity to communicate with your customers ...
In this week's episode Dr. Joesph Michelli talks about what you can learn about seasonal customer experiences from Starbucks...
Dr. Michelli celebrates military veterans and encourages your business to have a heart....
What matters more to customers "speed" or "caring?" Dr. Michelli addresses research and reality when it comes to these important aspects of customer experience....
Dr. Michelli challenges you to look at whether you challenge the "awakeness" of your team members....
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mobilize the connection."
Sharing frrom his new book Leading the Starbucks Way, Dr. Michelli helps you find opportunities to embed your products and services more deeply into your customer's lifestyle....
This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribery....
Borrowing from concepts in his book Leading the Starbucks Way, Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of customer relationships....
Dr. Michelli shares how Starbucks leaders seek to deliver the differentiators that separate them from the innovators.
This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...
Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon, Barnes and Noble, and CEO Read. You can request a preview by clicking this link and typing "Exclusive" in the Subject Title.
In this week's podcast Dr. Michelli discusses the challenges of consistently approaching tasks across the scope of your business. While acknowledging shortcomings at The Michelli Experience, he also encourages you to look for consistency opportunities in yours...
Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.
Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...
Are you building a "culture of connection" for your team? Dr. Michelli explores the issue in this week's podcast....
Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service delivery
Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast. In so doing, he helps you see the role of client engagement in defending against threats and creating business opportunities.
Do you have an interest in Pinterest? Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your customers…..
What do gummy worms have to do with elevating customer experience? Listen to this week's podcast and find out!
Dr. Michelli examines the importance of personal connections on closing sales. He shares key insights from a recent study on return call responses.
This week Dr. Michelli defines gamification and gives an example of its powerful applicability….
Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants. In addition to learning lessons from the example, Dr. Michelli encourages you to share your WOW stories….
Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty and the overall equity of your brand...
Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought leadership...
This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.
Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business. (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts. From now on they will go right into Joseph and end with him - thanks for the input)
Service experience are more than just getting it right or making it right when you are wrong. Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….
Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...
Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence. His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...
Should you ask your customer for complaints? Here's Dr. Michelli's advice on that complicated question….
Do you believe in business karma? A recent Nielsen survey validates the notion that "you get what you give."
Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.
Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.
Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.
Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.
In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.
Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.
Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.
Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."
Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.
Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.
Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites you to win a $20 Starbucks gift card by guessing the company he will feature in his 2011 book!
Dr. Michelli looks at the ubiquitous importance of customer experience design and asks important questions regarding your customers' perceptions of the experiences you offer.
Dr. Michelli looks at the application of Martin Lindstrom's neuromarketing research to help you elevate your customer experience design.
Dr. Michelli helps you sort through the challenge of crafting "high touch" versus "high speed" customer experiences.
Dr. Michelli explores the use of trend data as the foundation for customer-centric design exploration and what you can do to create cutting-edge offerings.
Dr. Michelli offers a data based perspective on prioritizing customer experience initiatives and achieving easily accessible successes.
Dr. Michelli links customer loyalty research data to action steps for your service culture.
An Edelman study suggests the influence of social media is contracting. Dr. Michelli focuses on the bigger picture regarding delivery of the brand promise!
Dr. Michelli builds a business case for elevating customer service and shows you the strategy for success.
Dr. Michelli analyzes a drift to commoditized service delivery and its relevance to your business.
Dr. Michelli looks at an important way to benefit from social networking and it's not what you think!
Dr. Michelli offers practical tips for strengthening your knowledge of and connection with customers.
Dr. Michelli offers a powerful and critical tool for getting the data you need to address your critical business concerns.
Despite commentary to the contrary, Dr. Michelli discusses how Starbucks' revitalization can help you enhance your business.
While different leadership approaches are championed by varying theorists, Dr. Michelli offers an evidence based approach to a common leadership dilemma. Will you take this leadership quiz?
Using Home Depot as an example, Dr. Michelli links sound business tactics to core strategic objectives.
How do you make a lofty corporate mission relevant to all employees? Dr. Michelli benchmarks an effective strategy used at UCLA.
How good is the service that you and your company delivers? Using Zappos as an example, Dr. Michelli explores how to increase your service centricity.
What wisdom can be gleaned from Hamlet regarding business decision making? Dr. Michelli examines lessons learned from literature, errant business decisions, and the value of authenticity.
Do you know the strategy you are deploying with regard to product, service, and customer experience? Dr. Michelli offers an exercise for leadership alignment and strategic consistency.
Listen to Dr. Michelli's podcast this week to win a signed copy of 6 time Pro Bowl Denver Bronco linebacker, Karl Mecklenburg's new book "Heart of a Student Athlete." Take Dr. Michelli's leadership challenge....
Dr. Michelli offers effective insights on creating a lasting leadership legacy and expanding your enduring sphere of influence.
Dr. Michelli offers insights on how to authentically forge consumer relationships and strategically position your marketing message,
Can a customer experience be too enriched? Dr. Michelli tackles that question and helps you look at that very issue in your business.
Dr. Michelli discusses a fairly arbitrary distinction between customers and employees which is maintained by many business leaders. He challenges the conventional wisdom of that distinction.
Dr. Michelli offers a tool for assessing how to authentically present your products and services as being different from the competition.
Dr. Michelli help you explore how to examine and reposition your customer experience to maintain consumer relevance.
Dr. Michelli offers a synopsis of the Verde Group's results on what creates "wow" experiences for customers. He encourages you to elevate aspects highlighted in that study.
Dr. Michelli helps you look ahead to the consumer in the year 2020, thanks to the work of Doug Anderson the Senior Vice President of Research and Development for The Nielsen Company.
What's your USP and what does it have to do with driving sales in this economy? Dr. Michelli helps you answer those questions in this weeks podcast.
Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns. He places this number in the context of customer retention and customer acquistion costs.
What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.
Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.
Dr. Michelli expands on several of his Twitter posts (www.twitter.com/josephmichelli) which examine how some companies are improving customer service in these difficult economic times. He further challenges listeners to strategically reposition service to drive economic success.
Dr Michelli discusses the place for both virtual and true human service in this week's podcast about Alaska Airlines' Jenn. Further, he encourages and explorations on what can be learned from technological approaches to humanizing service.
Listen to an interview with Dr. Michelli about The New Gold Standard entitled Leadership Secrets of the Ritz-Carlton as presented on the Useful Commute Podcast at BNET.com.