Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Dr. Joseph A. Michelli
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New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.

  1. 1 DAG GELEDEN

    Designing Experiences for a World of Constant Disruption

    In a world where disruption is the new normal, experience design has become a strategic advantage. This episode dives into how organizations can create customer experiences that remain clear, calm, and reliable—even as change accelerates. Drawing on current research, we explore what today’s customers expect most: clearer communication, more predictable journeys, and faster, steadier responses. You’ll learn the three priorities that matter now—reducing cognitive load to make decisions easier, creating emotional steadiness to build trust in uncertain moments, and blending digital speed with human reassurance, where AI moves things forward and people provide stability. Disruption isn’t slowing down. The experiences that win are the ones designed to stay ahead of it. To learn more about Joseph, please contact him at josephmichelli.com/contact.

    1 min

  2. 5 FEB

    Customer Expectations Don’t Rise Gradually — They Jump

    In this episode, we explore how customer expectations really evolve—and why many leaders misread the pace of change. While expectations are often assumed to rise gradually, research shows they move in jumps. Once customers experience a new standard—instant updates, tap-to-pay convenience, or faster personalization—they quickly expect it everywhere. We discuss how to recognize these inflection points early, prototype sooner, and balance technical precision with emotional intelligence. Your real competition isn’t your last product update. It’s your customer’s last great experience. To learn more about Joseph, please contact him at josephmichelli.com/contact.

    1 min

  3. 5 FEB

    The New Rules of Personalization

    In this episode, we focus on a simple but powerful truth: customer experience is inseparable from employee experience. Research consistently shows that employees deliver great service when expectations are clear, workloads are manageable, leaders model empathy and steadiness, and technology removes friction instead of adding noise. What happens inside an organization always shows up on the outside. Internal friction becomes external frustration. Internal clarity becomes external confidence. If you want customers who feel supported, confident, and cared for, it starts by supporting your people first.

    1 min

  4. 29 JAN

    Your Team IS the Experience

    In this episode, we explore a simple but powerful truth: customer experience can never be separated from employee experience. Research on engagement consistently shows that employees deliver their best work when expectations are clear, workloads are manageable, leaders model empathy and steadiness, and technology removes friction instead of adding noise. What happens inside an organization always shows up outside of it. Internal friction becomes external frustration. Internal clarity becomes external confidence. If you want customers who feel supported, understood, and valued, the work starts with supporting your people first. To learn more about Joseph, please contact him at josephmichelli.com/contact.

    1 min

  5. 22 JAN

    Trust Is the Currency of the AI Era

    As AI becomes a visible part of the customer experience, trust is no longer assumed — it’s questioned. In this episode, we explore why trust is emerging as the defining factor in how customers choose brands in an AI-powered world. Across industries, customers are asking new, more pointed questions: How is my data being used? Why was this decision made? Am I interacting with a person or an algorithm? Research shows that transparency now matters more than speed or convenience. We break down four practical ways leaders can build trust while using AI: Explain where AI helps customers — clarity reduces uncertainty. Give people control — choice builds confidence. Keep humans present in meaningful moments — empathy creates trust, automation creates efficiency. Operationalize values — trust is built through consistent actions, not slogans. AI will continue to accelerate experiences. But trust will determine who customers stay with — and who they leave behind.

    1 min

  6. 15 JAN

    Blink - Speed Decisions: How Customers Choose in 2026

    Customer decision-making is happening faster than ever — often in milliseconds. In this episode, we explore the behavioral research behind blink-speed decision-making and why customers feel your brand before they ever analyze it. Before features are compared or prices are weighed, people are already evaluating your clarity, tone, and consistency. Those first emotional signals shape trust instantly. We break down the four forces influencing customer loyalty right now: Emotional cues build trust immediately — warmth, steadiness, and genuine care create confidence. Micro-moments create macro-loyalty — a remembered name or a timely question can outweigh big campaigns. Consistency creates safety — customers stay with what they can count on. Technology amplifies emotion — AI accelerates decisions, but humans still give them meaning. If you want loyalty in 2026, you don’t design for transactions — you design for moments. Because feelings drive decisions long before logic ever catches up. To learn more about Joseph, please contact him at josephmichelli.com/contact

    1 min

  7. 8 JAN

    Why This Podcast Is Pivoting: Human-Centered AND Technology-Aided

    In today’s episode, I share why this podcast is evolving — and what you can expect throughout 2026. Across every industry, one pattern has become unmistakable: technology is accelerating possibilities, and humanity is determining outcomes. Customers want experiences that feel both intelligent and deeply personal. Employees want clarity, steadiness, and tools that help them excel. And leaders are navigating environments that shift faster than ever. This year, we’ll explore the intersection of Human-Centered AND Technology-Aided business — where emotional intelligence and operational intelligence combine to shape loyalty, growth, and sustainable performance. Each episode will deliver clear, actionable insights designed to help you reduce friction, elevate care, strengthen trust, and lead with intention in an AI-shaped world. And because attention spans are shrinking, I’ll be keeping these episodes short — under two minutes. Let’s build this year together, one episode at a time.  To learn more about Joseph, please contact him at josephmichelli.com/contact.

    1 min

  8. 30-10-2025

    Six Common Mistakes Leaders Make—and How to Avoid Them

    In this episode, Dr. Joseph Michelli explores common pitfalls in leadership based on his extensive experience coaching leaders and writing about top companies like Amazon and Starbucks. He discusses how micromanaging, avoiding tough conversations, and neglecting emotional intelligence can adversely affect team morale and performance. Dr. Michelli offers practical solutions for each mistake, emphasizing the importance of trust, clear communication, and continuous personal development to foster a supportive and innovative work environment.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

    4 min
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New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.

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