The Starbucks Experience

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 directl y. 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 .

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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 .

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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 .

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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 .

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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 .

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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 .

If you find value in this podcast, please like, rate, comment, share, or subscribe to it!

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 .

If you find value in this podcast, please like, rate, comment, share or subscribe to it!

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 .

If you find value in this podcast, please like, rate, comment, share, or subscribe to it!

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 .

If you find value in this podcast, please like, rate, comment, share or subscribe to it!

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.