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

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

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

  1. HACE 3 DÍAS

    Elevating Employee Wellbeing: The Key to Workplace Success

    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!

    5 min

  2. 14 NOV

    The Power of Product Knowledge: Mastering the Basics

    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

    4 min

  3. 7 NOV

    Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences

    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!

    4 min

  4. 31 OCT

    Transforming Service into Experience: The Power of Personal Connection

    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!

    4 min

  5. 24 OCT

    The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints

    In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance. The article highlights that organizations focusing on the entire customer journey, rather than isolated interactions, achieve enhanced customer satisfaction, reduced churn, and increased revenues. This comprehensive approach also fosters better collaboration across company departments, enhancing employee satisfaction and operational efficiency. Dr. Michelli unpacks the difference between touchpoint satisfaction and overall journey satisfaction, stressing that successful individual interactions do not necessarily equate to lasting loyalty or emotional engagement. He shares strategies for businesses to measure and improve their entire customer journey, emphasizing the importance of creating emotional connections and refining processes continuously to meet evolving customer needs. Listeners are encouraged to reflect on how well they manage their customer journeys and whether they prioritize holistic experiences over fragmented successes. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

    4 min

  6. 17 OCT

    It's Not Just Who You Know: Building Deeper Connections for Success

    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!

    5 min

  7. 10 OCT

    The Success of Your Business Depends on a Single Question: How Do You Respond?

    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!

    4 min

  8. 3 OCT

    Customer Experience (CX) Day - Celebrating the Power of Partnership

    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!

    5 min
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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

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