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

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

Dr. Joseph A. Michelli•drjosephm.podbean.com
Business
Entrepreneurship
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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Episodes

Do Rewards Programs Produce Loyalty

In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.

Jan 20, 2022•4 min•Season 14Ep. 425

Return on Experience - The Pot of Gold at the End of the CX

This week Joseph explores a concept he refers to as ROE or Return On Experience. He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.

Jan 13, 2022•2 min•Season 12Ep. 424

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way

This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did Me...

Jan 06, 2022•5 min•Season 14Ep. 423

Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way

This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological change to enable customer delight. What process improvement/technology integration programs have you lau...

Dec 23, 2021•5 min•Season 13Ep. 422

Training for Delight | How to Drive Delight the Mercedes-Benz Way

This is the third in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by these leaders was to ensure every employee at every dealership was trained and equipped to drive customer delight. Mercedes-Benz approached this traini...

Dec 16, 2021•4 min•Season 13Ep. 421

Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints. Specifically, at Mercedes-Benz, the customer experience team ...

Dec 09, 2021•6 min•Season 13Ep. 420

From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA from 22nd on the JD Power Customer Satisfaction Index to the number one posi...

Dec 02, 2021•4 min•Season 13Ep. 419

Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement a few years ago, it was clear to me that Howard’s legacy was intact. But that outcome wasn’t always ...

Nov 18, 2021•3 min•Season 13Ep. 418

Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Mobilize the Connection, I talked with, then CEO of Starbucks, Howard Schultz about digital transformation. He noted, “We started before there was a digital revolution; the third place was our stores. Our mobile focus has evolved to the point where everyone is ...

Nov 11, 2021•4 min•Season 13Ep. 416

Reach for Common Ground | How to Deliver World-Class Customer Experiences –Leading the Starbucks Way

This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of my principle, Reach for Common Ground, I highlight two competing perspectives held by cultural anthropologists - universalism and cultural relativism. While the words are daunting, the concepts are straightf...

Nov 04, 2021•4 min•Season 13Ep. 415

Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we continue to explore business concepts in my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. When sitting across from Howard Schultz (the former CEO of Starbucks) it doesn’t take him long to get to the heart of leadership excellence which explains why I titled a Starbucks business principle “Love ...

Oct 28, 2021•4 min•Season 13Ep. 414

Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in a five-part series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." The story of Starbucks' meteoric growth during the 1990s and early 2000s is well chronicled in a series of books about the company including one I wrote titled The Starbucks Experience. However, by the mid-2000s the company was reeli...

Oct 21, 2021•5 min•Season 13Ep. 413

Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging . Throughout this series, we’ve explored belonging, trust, hospitality, and empowerment. This week we highlight community. The Airbnb Way is filled with examples and tac...

Oct 14, 2021•5 min•Season 13Ep. 412

Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way

This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on hospitality. This week we will spotlight empowerment and next week we will round out this series by discussing community. At the core of...

Oct 07, 2021•5 min•Season 13Ep. 411

Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way

This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on trust. This week we will highlight hospitality and in the weeks ahead we will explore empowerment and community.

Sep 30, 2021•5 min•Season 13Ep. 410

Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way

This is the second in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on belonging, this week we highlight trust and in the weeks ahead we will explore hospitality, empowerment, and community. Given all the ways in which we routinely trust strangers in conventional business, w...

Sep 23, 2021•5 min•Season 13Ep. 409

Create Belonging | Customer Experience Excellence – The Airbnb Way

This is the first in a 5-part series. In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. As you can imagine, the timing of The Airbnb Way wasn’t optimal, as Airbnb faced its share of challenges with dramatic decreases in travel in the early phases of the pandemic. That said, I believe my work with Airbnb leaders provides important and enduring value across the five areas f...

Sep 16, 2021•6 min•Season 13Ep. 408

How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience

This is the final post in a series titled "Customer Experience IS Team Member Experience." Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week, I’ll round out the series with 10 more scientifically proven ways to increase your organization's eng...

Sep 02, 2021•3 min•Season 13Ep. 407

How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience

This is the fifth post in a series titled "Customer Experience IS Team Member Experience." As this post's name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activities this week and 10 more to close out the series next week.

Aug 26, 2021•3 min•Season 13Ep. 406

What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience

This is the fourth in a series titled "Customer Experience IS Team Member Experience." Generally, the benefits of a highly engaged workforce fall into two categories – increased financial performance and improved employee performance and well-being. Since employee engagement looks like the best thing since sliced bread, how do we increase it in our workplaces?

Aug 19, 2021•5 min•Season 13Ep. 405

How do you know if they are engaged? | Customer Experience IS Team Member Experience

This is the third in a series titled "Customer Experience IS Team Member Experience." As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12. Next week, we’ll look at employee engagement outcomes. For now, here are three challenge questions: Do you measure the engagement of your workforce? If so, how are you using what you learn t...

Aug 12, 2021•4 min•Season 13Ep. 404

Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience

I’ve spent considerable time talking about adaptivity and learning resilience. As such, I’m intrigued by the role of "vigor" and “absorption” in concepts of employee engagement. As you'll recall from my last installment, employee engagement or EE was conceptualized in 1990 but didn't gain research traction until approximately 2008. In that post, I asked you to think about whether employee engagement is an employee trait, a state created by your organization, or a set of attitudes or behaviors....

Aug 05, 2021•4 min•Season 13Ep. 403

What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience

This is the first post in a series titled "Customer Experience IS Team Member Experience." As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement. So, what is known about employee engagement (also refe...

Jul 29, 2021•5 min•Season 13Ep. 402

Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success

Previously, I've unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely: Flexibility Speed Experimenting Performance Risk Interpersonal Risk Taking Collaborating In this installment, we’ll explore the final three skills presented in Dr. Burke's book, Learning Agility. Those skills are: Information Gathering Feedback Seeking Reflecting...

Jul 22, 2021•3 min•Season 13Ep. 401