In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections. Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers. The installment provides insights int...
Dec 14, 2023•4 min•Season 15Ep. 521
In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He presents a narrative underscored by his professional experiences, stressing the importance of businesses recognizing and staying true to their core strengths. By examining cases from renowned companies such as Apple and Disney, the episode underscores how a disciplined commitment to specific competencies can significantly enhance customer relations...
Dec 07, 2023•4 min•Season 16Ep. 520
In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly. Another focal point is ...
Nov 30, 2023•4 min•Season 15Ep. 519
In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and improve overall well-being. From leadership roles in fostering a culture of appreciation to the practical steps for cultivating gratitude within the w...
Nov 22, 2023•4 min•Season 15Ep. 518
In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second episode in a series highlights the union of human touch and technological resources across various stages of a customer's journey. In this installment, you will: Understand the overarching principles that guide when, where, and how to use AI. Grasp the pivotal role of human service in tasks like relationship building, and Discern areas where AI can ...
Nov 16, 2023•5 min•Season 15Ep. 517
In this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. T...
Nov 09, 2023•6 min•Season 15Ep. 515
In this episode, Dr. Joseph Michelli outlines the concept of "customer shadowing" – a method where business leaders observe how customers interact with their products or services in real-time. By supplementing what customers report in surveys with real behavioral observation, leaders can uncover unseen pain points, preferences, and potential areas of opportunity. This method isn't limited to just B2B or B2C sectors; Dr. Michelli's team has shadowed insurance agents and jewelry buyers alike. In t...
Nov 02, 2023•6 min•Season 15Ep. 514
In this episode, Dr. Joseph Michelli shares Michael Porter's "Five Forces Analysis," reimagining it in the context of customer engagement and loyalty. Gleaned from research while penning " Leading the Starbucks Way, " Dr. Michelli presents a fresh perspective on Porter's variables that have shaped business strategies over the years. From the daunting presence of an established market player with an engaged customer base acting as a deterrent to new entrants to the protective shield loyal custome...
Oct 26, 2023•5 min•Season 15Ep. 512
In this episode, Dr. Joseph Michelli explores the distinction between "good" customer experiences and those that truly "wow" the recipient. Drawing from his book, " The New Gold Standard ," and experience with his clients, Dr. Michelli uses Sonny’s BBQ, a well-known southern barbecue restaurant chain, to exemplify a "wow" moment. An interaction between Christie Schatz, the Director of HR at Sonny’s, and a relocated customer exemplifies how businesses can form emotional connections with their cli...
Oct 19, 2023•5 min•Season 15Ep. 513
In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions. Drawing from insights gained while authoring " Leading the Starbucks Way ," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as pur...
Oct 12, 2023•5 min•Season 15Ep. 511
In this episode," Dr. Joseph Michelli shares the story of "Joshie the Giraffe" at the Ritz-Carlton Amelia Island, illustrating the power of memorable experiences and their potential to inspire customer storytelling. Excerpting from his book, " The New Gold Standard ," Dr. Michelli shares how the hotel staff turned a child's distress over a lost toy into an enchanting adventure that went viral. Using this example, he emphasizes key lessons for businesses: the undeniable value of small, thoughtful...
Oct 05, 2023•5 min•Season 15Ep. 510
In this episode, Dr. Joseph Michelli navigates the nuanced topic of customer complaints and feedback. Delving into a recent consulting experience, he uncovers the often under-appreciated value of complaints and why they're akin to gifts for businesses. Joseph highlights the pitfalls of customer silence and explains why the absence of complaints doesn't always signify satisfaction. Rather than directly seeking complaints or compliments, he advocates for neutral, open-ended questions that pave the...
Sep 28, 2023•4 min•Season 15Ep. 509
In this episode, Dr. Joseph Michelli explores the often-overlooked difference between customer satisfaction and true customer engagement. Drawing from real-life scenarios, he dissects the fallacy of mere satisfaction and underscores the risk of businesses losing customers to the next big offer. Joseph offers insights into metrics like Repurchase Intent, Actual Repurchase Behavior, and the significance of the Net Promoter Score™. By referencing research from the Harvard Business Review and introd...
Sep 21, 2023•6 min•Season 15Ep. 508
In this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Originally developed in 1935, Inca Kola was more than just a refreshing drink for the locals; it encapsulated the essence of Peruvian pride and heritage. Despite Coca-Cola's colossal global presence, they faced stiff resistance from Inca Kola, highlighting the power of emotional and cultural value in branding and experience delivery. Drawing parallels, ...
Sep 14, 2023•4 min•Season 15Ep. 507
In this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an intricate reflection of what people - both employees and customers - think and say about a business. He lays out critical considerations, starting with the notion that brands represent either promises kept or broken. The strength of a brand is gauged by the experiences supporting it. No amount of marketing can rectify consistently broken promises. Mi...
Sep 07, 2023•5 min•Season 15Ep. 506
Amid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not to do when leading a human-centric organization. The stark contrast between political candidates' promises and the actions of genuine servant leaders forms the backdrop of the episode. Joseph advises against speaking negatively about competitors, stating that doing so doesn't elevate one's own business in the eyes of customers. Instead, time is bett...
Aug 31, 2023•3 min•Season 15Ep. 505
In this podcast episode, Dr. Michelli suggests steps to drive operational excellence and enhance customer experiences. He advises businesses to identify essential service elements, invest in process improvement, enforce accountability, and discover their unique 'chocolates' - those low-cost, high-value touches that differentiate a business. Dr. Michelli stresses that sustainable success requires a blend of operational excellence with a dash of over-delivery, turning customers into advocates and ...
Aug 24, 2023•4 min•Season 15Ep. 504
In this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The most potent solutions blend technological breakthroughs, such as Artificial Intelligence (AI), with customers' unmet needs. He also distinguishes between invention, creating something new, and innovation, which fulfills a marketable need. Dr. Michelli also offers guidelines to spark innovation. He encourages maintaining a relentless focus on custom...
Aug 17, 2023•4 min•Ep. 503
This episode provides practical suggestions for quantifying business performance. Dr. Michelli encourages you to identify a critical question relevant to your mission, initiate simple data collection methods, prioritize data collection, effectively analyze results, and, most importantly, take actionable steps based on these findings. Dr. Michelli underlines that data collection, analysis, and innovation are ongoing and must be refined continuously. As you become more adept at handling data, you ...
Aug 10, 2023•4 min•Season 15Ep. 502
In this episode, Dr. Michelli delves into the captivating world of neuromarketing, specifically focusing on Martin Lindstrom’s seminal book, "Buyology: Truth and Lies about Why We Buy". In this episode, Dr. Michelli interprets Lindstrom's comprehensive research into customer behavior, branding, and neuromarketing, unearthing the powerful interplay between sensory engagement and emotional connection in shaping customer experiences. Drawing upon Lindstrom's profound insights, Dr. Michelli discusse...
Aug 03, 2023•4 min•Season 15Ep. 501
In this enlightening episode of "Customer Experience University," Dr. Joseph Michelli addresses a crucial but often overlooked challenge in the realm of customer service - "continuous partial attention." Former Apple & Microsoft executive Linda Stone coined this term to describe the habit of frequently splitting our attention between multiple sources, often due to digital distractions. Dr. Michelli presents an in-depth exploration of how "continuous partial attention" can severely undermine serv...
Jul 27, 2023•5 min•Season 15Ep. 500
In this helpful episode of "Customer Experience University," Dr. Joseph Michelli explores the transformative power of storytelling in enhancing customer engagement. Guided by the story of Chris Lindland, the founder of Betabrand and master brand storyteller, you will uncover how narratives can create emotional connections and boost brand loyalty. "The Art of Storytelling: A Powerful Catalyst in Customer Engagement" spotlights: The Power of Narrative: Learn how an engaging story can bridge the ga...
Jul 20, 2023•4 min•Season 15Ep. 499
In this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned customer service and the reality of execution. Drawing from a real-life example, he dissects how promising service intentions often break down in the face of practical application and highlights key lessons to navigate this frequent challenge. In "Beyond Good Intentions - Keys to Executing for Customers," you'll explore six concepts including: The Power ...
Jul 13, 2023•3 min•Season 15Ep. 498
In this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business millionaire, and what he can teach us about designing unforgettable customer experiences. Inspired by Scott Mckain's book, " All Business is Show Business ," Dr. Michelli delves into P.T. Barnum's "The Art of Money Getting: Golden Rules for Making Money," illuminating how Barnum's insights remain relevant over two centuries after his birth. (For a ...
Jun 29, 2023•5 min•Season 15Ep. 497
Welcome to this episode of "Customer Experience University" where Dr. Joseph Michelli explores the rising tide of conflict in customer service and ways to address it effectively. Drawing from the results of the 2022 National Customer Rage Study, he illustrates the extent of customer dissatisfaction and how these tensions can escalate. In this challenging landscape, the age-old adage "The customer is always right" seems to falter. Dr. Michelli reframes this idea, acknowledging that customers can ...
Jun 22, 2023•5 min•Season 15Ep. 496
Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consumer base. Drawing on real-world examples from giants such as Clorox, Zappos, Airbnb, and Starbucks, he delves into the essence of brand permission and how far a company can stretch its product and service offerings. Tune into this episode for an enlightening exploration of branded customer experience and business growth strategies. Make sure to check out the...
Jun 15, 2023•5 min•Season 15Ep. 495
Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyond the superficial to truly understand the needs and desires of your team and customers, serving those who serve you, being considerate in all interactions, and celebrating the people who make your business what it is. Drawing on his experience working with renowned companies like Starbucks and Zappos, he shares stories and actionable insights on how to infuse a human...
Jun 08, 2023•4 min•Season 15Ep. 494
In this episode, Dr. Michelli shares four tips for designing and delivering differentiated customer experiences, including creating emotional connections, co-creating experiences based on customer input, thinking beyond products, services, and profits, and inspiring greatness in your teams. He'll also address the importance of tracking and fostering engagement and customer happiness as a means of predicting and driving repeat business and referrals.
Jun 01, 2023•4 min•Season 15Ep. 493
In this week's podcast, Dr. Michelli highlights the Ritz-Carlton Hotel Company's commitment to outstanding customer service and unforgettable experiences. You'll hear a heartwarming example of how the Ritz-Carlton team went above and beyond to create an unforgettable experience for 13-year-old Natalie, who was battling cancer. Moreover, you'll experience the importance of actively listening to customers to uncover ways to create unforgettable experiences, take initiative and collaborate in the s...
May 25, 2023•3 min•Season 15Ep. 492
In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbucks and his books, The Starbucks Experience and Leading the Starbucks Way. Learn how Starbucks partners create emotional connections with customers, co-create experiences based on customer input, think beyond products, services, and profits, and inspire greatness in their teams.
May 18, 2023•3 min•Season 15Ep. 491
