542 episodes

Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time Dr. Joseph A. Michelli

    • Business

Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com

    It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance

    It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance

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

    • 4 min
    It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members

    It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members

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

    • 4 min
    Turning Customer Disappointments into Delight: Tips for Business Leaders

    Turning Customer Disappointments into Delight: Tips for Business Leaders

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

    • 3 min
    Driving Customer Loyalty by Zigging When Others Zag

    Driving Customer Loyalty by Zigging When Others Zag

    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!
     

    • 3 min
    Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer

    Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer

    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!
     

    • 3 min
    Scaling Your Business with Customer Magic - Part 2

    Scaling Your Business with Customer Magic - Part 2

    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!
     

    • 4 min

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