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 satisfacti...
Mar 06, 2025•3 min•Season 17Ep. 581
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 ob...
Feb 27, 2025•3 min•Season 17Ep. 580
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 emp...
Feb 20, 2025•4 min•Season 17Ep. 579
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 t...
Feb 13, 2025•4 min•Season 17Ep. 578
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. ...
Feb 06, 2025•4 min•Season 17Ep. 577
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 relationship...
Jan 30, 2025•4 min•Season 17Ep. 576
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 of...
Jan 23, 2025•4 min•Season 17Ep. 575
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 relationshi...
Jan 16, 2025•4 min•Season 17Ep. 574
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,...
Jan 09, 2025•6 min•Season 17Ep. 573
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 th...
Dec 19, 2024•1 min•Season 16Ep. 572
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...
Dec 12, 2024•3 min•Season 16Ep. 571
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. ...
Dec 05, 2024•4 min•Season 16Ep. 570
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 ...
Nov 28, 2024•3 min•Season 16Ep. 569
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 actionabl...
Nov 21, 2024•5 min•Season 16Ep. 568
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 en...
Nov 14, 2024•4 min•Ep. 567
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 main...
Nov 07, 2024•4 min•Season 16Ep. 566
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 d...
Oct 31, 2024•4 min•Season 16Ep. 565
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 increas...
Oct 24, 2024•4 min•Season 16Ep. 564
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 ...
Oct 17, 2024•5 min•Season 16Ep. 563
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...
Oct 10, 2024•4 min•Season 16Ep. 562
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 ...
Oct 03, 2024•5 min•Season 16Ep. 561
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...
Sep 26, 2024•4 min•Season 16Ep. 560
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 alo...
Sep 19, 2024•4 min•Season 16Ep. 559
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 chal...
Sep 12, 2024•5 min•Season 16Ep. 558
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 ...
Sep 05, 2024•4 min•Season 16Ep. 557
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 betwe...
Aug 29, 2024•5 min•Season 16Ep. 556
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...
Aug 22, 2024•5 min•Season 16Ep. 555
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—lo...
Aug 15, 2024•4 min•Season 16Ep. 554
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 v...
Aug 08, 2024•4 min•Season 16Ep. 553
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 ca...
Aug 01, 2024•4 min•Season 16Ep. 552
