20 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

The Michelli Experience Dr. Joseph A. Michelli

    • Entrepreneurship

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

    Leveraging Trends to Drive Business Success through Customer Experience

    Leveraging Trends to Drive Business Success through Customer Experience

    Let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. That study reflects the input of more than 13,000 marketers, IT professionals, and creatives from across the globe.
    Let’s take a look at a couple of these findings and what they can mean for your business.
     

    • 4 min
    2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

    2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

    You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use their global research on consumer expectations for human care and technology deployment.
    Today, I’ll share some of PwC’s findings from their 2020 Retail Marketplacestudy, which has broad implications beyond the retail sector. In that research, PwC identifies a number of key drivers affecting customer expectations today...

    • 4 min
    Looking Back, Letting Go, and Moving Forward

    Looking Back, Letting Go, and Moving Forward

    I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important elements of personal and business success.
    Many of us will begin 2020 with a long list of new strategic priorities. We’ll identify six, seven, or more new projects to add to business objectives that carried over from 2019. All these new initiatives may be relevant to future success, but few will likely garner widespread buy-in and effective execution.
    From my vantage point, the art of business success is to identify key business objectives and execute against them flawlessly. All too often, companies drift in what I call shiny ball syndrome...

    • 3 min
    Imagine it is 2025 – How’s Your Customer Experience?

    Imagine it is 2025 – How’s Your Customer Experience?

    What will customers expect and encounter when they interact with you and your business in 2025?
    I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away.

    • 3 min
    Slowing Down to Savor the Season – Unplugging to Connect!

    Slowing Down to Savor the Season – Unplugging to Connect!

    About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it, the authors, Jo Robinson and Jean Staeheli, focused on four main themes:
    Prioritize gift-giving to those who truly need your gifts
    Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values
    Seek to be a peacemaker among friends and family
    Commit to spiritual growth
    Over time, I’ve come to believe we don’t need to and quite frankly can’t “Unplug the Christmas Machine” – that machine will run even if you or I were to find a way to unplug it.
    I suspect our efforts are better spent focusing on how to create humanity-rich experiences this time of year. To that end, I offer some thoughts which I’ll lovingly call “gifts” for the season. These gifts can be given to...

    • 3 min
    Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience

    Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience

    For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it.
    Allow me to explain…

    • 2 min

Customer Reviews

Matthew Pertz ,

Brilliant!

Short, sweet, and to the point

Lord gains ,

G

G

MPWho ,

Surprise and Delight

This is a very well produced 'cast. Each segment presents a management nugget in a concise, entertaining style. You won't earn an MBA by listening, but it will refresh and reenergize you. Overall, it's the best 5 minutes of iPod time I spend each week.

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