http://drjosephm.podbean.com New York Times #1 Bestselling Author Shares Business Insights from Starbucks, Ritz-Carlton, Zappos, Pike Place Fish and More Fri, 22 Feb 2013 21:19:35 +0000 http://podbean.com/?v=3.2 en Business 1440 service,leadership,customer,starbucks,ritz-carlton,josephmichelli,zappos,ucla Joseph Michelli Ph.D sparks leadership growth The author of the Wall Street Journal and USA TODAY bestselling business book - THE STARBUCKS EXPERIENCE: 5 PRINCIPLES FOR TURNING ORDINARY INTO EXTRAORDINARY offers practical leadership tips gained from great businesses - large and small. The podcast will spark you and your company to grow and improve. Dr. Joseph Michelli is an organizational consultant, author, professional speaker and daily radio talk show host. He has also written WHEN FISH FLY (co-authored with the owner of the World Famous Fish Market) in Seattle. More info can be found at www.josephmichelli.com or www.starbucksexperience.net Dr. Joseph A. Michelli Dr. Joseph A. Michelli dr.josephm@prodigy.net No Clean http://img.podbean.com/itunes-logo/112/croppedcup.jpg http://drjosephm.podbean.com 144 144 http://drjosephm.podbean.com/2013/02/22/finding-your-customer-experience-core/ http://drjosephm.podbean.com/2013/02/22/finding-your-customer-experience-core/#comments Fri, 22 Feb 2013 21:19:35 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience Twitter Facebook Pike Place Fish Market Zappos Experience Starbucks Experience The New Gold Standard Prescription for Excellence When Fish Fly The Zappos Experience http://drjosephm.podbean.com/2013/02/22/finding-your-customer-experience-core/ Dr. Michelli helps you determine your core customer experience…

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]]> http://drjosephm.podbean.com/2013/02/22/finding-your-customer-experience-core/feed/ Dr. Michelli helps you determine your core customer experience...Download Standard Podcasts Dr. Michelli helps you determine your core customer experience...Download Standard Podcasts joseph michelli, client experience, starbucks, ritz-carlton, pike place fish, zappos, Dr. Joseph A. Michelli Clean No http://drjosephm.podbean.com/2013/01/11/the-human-experience-lessons-from-bedside-in-the-icu/ http://drjosephm.podbean.com/2013/01/11/the-human-experience-lessons-from-bedside-in-the-icu/#comments Fri, 11 Jan 2013 15:30:12 +0000 Joseph Michelli Uncategorized http://drjosephm.podbean.com/2013/01/11/the-human-experience-lessons-from-bedside-in-the-icu/ Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.

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]]> http://drjosephm.podbean.com/2013/01/11/the-human-experience-lessons-from-bedside-in-the-icu/feed/ Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.Download Standard Podcasts Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.Download Standard Podcasts customer experience, patient experience, zappos, starbucks, joseph michelli, Dr. Joseph A. Michelli Clean No http://drjosephm.podbean.com/2012/09/10/can-you-handle-the-truth-about-social-media-hype/ http://drjosephm.podbean.com/2012/09/10/can-you-handle-the-truth-about-social-media-hype/#comments Mon, 10 Sep 2012 15:11:48 +0000 Joseph Michelli Uncategorized business Customer Experience Consulting Customer Service Consulting Leadership Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Client Experience Customer Experience Facebook http://drjosephm.podbean.com/2012/09/10/can-you-handle-the-truth-about-social-media-hype/ Dr. Michelli explores a balance point between substance and hype in a world of social media buzz…

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]]> http://drjosephm.podbean.com/2012/09/10/can-you-handle-the-truth-about-social-media-hype/feed/ Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...Download Standard Podcasts Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...Download Standard Podcasts customer experience, client experience, customer service, leadership, michelli, Dr. Joseph A. Michelli Clean No http://drjosephm.podbean.com/2012/09/07/connecting-people-to-a-culture-of-connection/ http://drjosephm.podbean.com/2012/09/07/connecting-people-to-a-culture-of-connection/#comments Fri, 07 Sep 2012 17:40:52 +0000 Joseph Michelli Uncategorized http://drjosephm.podbean.com/2012/09/07/connecting-people-to-a-culture-of-connection/ Are you building a “culture of connection” for your team?  Dr. Michelli explores the issue in this week’s podcast….

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]]> http://drjosephm.podbean.com/2012/09/07/connecting-people-to-a-culture-of-connection/feed/ Are you building a "culture of connection" for your team?  Dr. Michelli explores the issue in this week's podcast....Download Standard Podcasts Are you building a "culture of connection" for your team?  Dr. Michelli explores the issue in this week's podcast....Download Standard Podcast customer experience, client experience, customer service, leadership, michelli, Dr. Joseph A. Michelli Clean No http://drjosephm.podbean.com/2012/08/12/shouldnt-you-be-shadowing-your-customers-whys-hows-and-whats-for-success/ http://drjosephm.podbean.com/2012/08/12/shouldnt-you-be-shadowing-your-customers-whys-hows-and-whats-for-success/#comments Mon, 13 Aug 2012 00:23:32 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience Pike Place Fish Market Zappos Experience Starbucks Experience The New Gold Standard Prescription for Excellence When Fish Fly The Zappos Experience Shadowing http://drjosephm.podbean.com/2012/08/12/shouldnt-you-be-shadowing-your-customers-whys-hows-and-whats-for-success/ Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service delivery

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]]> http://drjosephm.podbean.com/2012/08/12/shouldnt-you-be-shadowing-your-customers-whys-hows-and-whats-for-success/feed/ Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service deliveryDownload Standard Podcasts Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service deliveryDownload Standard Podcasts customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:02:06 http://drjosephm.podbean.com/2012/08/04/the-basics-for-delivering-customer-value/ http://drjosephm.podbean.com/2012/08/04/the-basics-for-delivering-customer-value/#comments Sat, 04 Aug 2012 14:04:35 +0000 Joseph Michelli Uncategorized http://drjosephm.podbean.com/2012/08/04/the-basics-for-delivering-customer-value/ Dr. Michelli outlines three key elements for delivering value to your customers.

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]]> http://drjosephm.podbean.com/2012/08/04/the-basics-for-delivering-customer-value/feed/ Dr. Michelli outlines three key elements for delivering value to your customers.Download Standard Podcasts Dr. Michelli outlines three key elements for delivering value to your customers.Download Standard Podcasts customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:02:12 http://drjosephm.podbean.com/2012/07/27/baking-customer-loyalty-into-your-overall-business-strategy/ http://drjosephm.podbean.com/2012/07/27/baking-customer-loyalty-into-your-overall-business-strategy/#comments Fri, 27 Jul 2012 21:51:31 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience Facebook Pike Place Fish Market Zappos Experience Starbucks Experience The New Gold Standard Prescription for Excellence When Fish Fly http://drjosephm.podbean.com/2012/07/27/baking-customer-loyalty-into-your-overall-business-strategy/ Dr. Michelli integrates customer loyalty with Porter’s 5 forces model of business strategy in this week’s podcast.  In so doing, he helps you see the role of client engagement in defending against threats and creating business opportunities.

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]]> http://drjosephm.podbean.com/2012/07/27/baking-customer-loyalty-into-your-overall-business-strategy/feed/ Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast.  In so doing, he helps you see the .. Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast.  In so doing, he helps you see the role of client engagement in defending against threats and creating business opportunities.Download Standard Podcast customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:02:39 http://drjosephm.podbean.com/2012/07/20/how-to-respond-to-pinteresting-times-in-customer-engagement/ http://drjosephm.podbean.com/2012/07/20/how-to-respond-to-pinteresting-times-in-customer-engagement/#comments Fri, 20 Jul 2012 17:27:45 +0000 Joseph Michelli Uncategorized Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience Pinterest Twitter Facebook http://drjosephm.podbean.com/2012/07/20/how-to-respond-to-pinteresting-times-in-customer-engagement/ Do you have an interest in Pinterest?  Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your customers…..

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]]> http://drjosephm.podbean.com/2012/07/20/how-to-respond-to-pinteresting-times-in-customer-engagement/feed/ Do you have an interest in Pinterest?  Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your .. Do you have an interest in Pinterest?  Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your customers…..Download Standard Podcast customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:02:56 http://drjosephm.podbean.com/2012/07/15/gummy-worms-and-customer-experience-excellence/ http://drjosephm.podbean.com/2012/07/15/gummy-worms-and-customer-experience-excellence/#comments Sun, 15 Jul 2012 18:12:14 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience http://drjosephm.podbean.com/2012/07/15/gummy-worms-and-customer-experience-excellence/ What do gummy worms have to do with elevating customer experience?  Listen to this week’s podcast and find out!

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]]> http://drjosephm.podbean.com/2012/07/15/gummy-worms-and-customer-experience-excellence/feed/ What do gummy worms have to do with elevating customer experience?  Listen to this week's podcast and find out!Download Standard Podcasts What do gummy worms have to do with elevating customer experience?  Listen to this week's podcast and find out!Download Standard Podcast customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:02:18 http://drjosephm.podbean.com/2012/06/28/do-you-want-return-calls-from-sales-leads-focus-on-the-personal/ http://drjosephm.podbean.com/2012/06/28/do-you-want-return-calls-from-sales-leads-focus-on-the-personal/#comments Fri, 29 Jun 2012 01:19:24 +0000 Joseph Michelli Customer Experience Consulting Customer Service Consulting Leadership Ritz-Carlton Social Media Starbucks Joseph Michelli Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience http://drjosephm.podbean.com/2012/06/28/do-you-want-return-calls-from-sales-leads-focus-on-the-personal/ Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.

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]]> http://drjosephm.podbean.com/2012/06/28/do-you-want-return-calls-from-sales-leads-focus-on-the-personal/feed/ Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.Download Standard Podcasts Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.Download Standard Podcast customer experience, client experience, patient experience, joseph michelli, Dr. Joseph A. Michelli Clean No 00:01:51 http://drjosephm.podbean.com/2012/06/22/can-you-gamify-your-customer-experience-lessons-from-the-highway/ http://drjosephm.podbean.com/2012/06/22/can-you-gamify-your-customer-experience-lessons-from-the-highway/#comments Fri, 22 Jun 2012 22:02:20 +0000 Joseph Michelli Uncategorized business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks Joseph Michelli Gamification Customer Experience Keynote Client Experience Consulting Client Experience Keynote Patient Experience Consulting Patient Experience Keynote Patient Experience Client Experience Customer Experience http://drjosephm.podbean.com/2012/06/22/can-you-gamify-your-customer-experience-lessons-from-the-highway/ This week Dr. Michelli defines gamification and gives an example of its powerful applicability….

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]]> http://drjosephm.podbean.com/2012/06/22/can-you-gamify-your-customer-experience-lessons-from-the-highway/feed/ This week Dr. Michelli defines gamification and gives an example of its powerful applicability….Download Standard Podcasts This week Dr. Michelli defines gamification and gives an example of its powerful applicability….Download Standard Podcast customer experience consultant, joseph michelli, customer experience consultant, Dr. Joseph A. Michelli Clean No 00:02:30 http://drjosephm.podbean.com/2012/06/15/customer-experience-wow-defined-and-delivered/ http://drjosephm.podbean.com/2012/06/15/customer-experience-wow-defined-and-delivered/#comments Fri, 15 Jun 2012 20:00:15 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks Joseph Michelli http://drjosephm.podbean.com/2012/06/15/customer-experience-wow-defined-and-delivered/ Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client’s Sonny’s Bar-B-Q restaurants.  In addition to learning lessons from the example, Dr. Michelli encourages you to share your WOW stories….

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]]> http://drjosephm.podbean.com/2012/06/15/customer-experience-wow-defined-and-delivered/feed/ Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants.  In addition to learning lessons .. Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants.  In addition to learning lessons from the example, Dr. Michelli encourages you to share your WOW stories….Download Standard Podcast customer experience consultant, joseph michelli, customer experience consultant, Dr. Joseph A. Michelli Clean No 00:02:29 http://drjosephm.podbean.com/2012/06/08/customer-experience-understanding-emotional-economics/ http://drjosephm.podbean.com/2012/06/08/customer-experience-understanding-emotional-economics/#comments Fri, 08 Jun 2012 20:17:08 +0000 Joseph Michelli Uncategorized business Customer Experience Consulting Customer Service Consulting Leadership Zappos Starbucks Joseph Michelli http://drjosephm.podbean.com/2012/06/08/customer-experience-understanding-emotional-economics/ Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty and the overall equity of your brand…

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]]> http://drjosephm.podbean.com/2012/06/08/customer-experience-understanding-emotional-economics/feed/ Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty ... Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty and the overall equity of your brand...Download Standard Podcasts customer experience consultant, joseph michelli, customer experience consultant, Dr. Joseph A. Michelli Clean No 00:03:37 http://drjosephm.podbean.com/2012/05/31/you-look-like-a-curator%e2%80%a6a-key-to-adding-customer-experience-value/ http://drjosephm.podbean.com/2012/05/31/you-look-like-a-curator%e2%80%a6a-key-to-adding-customer-experience-value/#comments Fri, 01 Jun 2012 00:48:21 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks http://drjosephm.podbean.com/2012/05/31/you-look-like-a-curator%e2%80%a6a-key-to-adding-customer-experience-value/ Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought leadership…

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]]> http://drjosephm.podbean.com/2012/05/31/you-look-like-a-curator%e2%80%a6a-key-to-adding-customer-experience-value/feed/ Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought ... Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought leadership...Download Standard Podcasts customer experience consultant, joseph michelli, customer experience consultant, Dr. Joseph A. Michelli Clean No 00:03:00 http://drjosephm.podbean.com/2012/05/25/customer-experience-art-or-science-the-answer-is-yes/ http://drjosephm.podbean.com/2012/05/25/customer-experience-art-or-science-the-answer-is-yes/#comments Fri, 25 May 2012 21:57:08 +0000 Joseph Michelli business Customer Experience Consulting Customer Service Consulting Leadership Zappos Ritz-Carlton Social Media Starbucks http://drjosephm.podbean.com/2012/05/25/customer-experience-art-or-science-the-answer-is-yes/ This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.

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]]> http://drjosephm.podbean.com/2012/05/25/customer-experience-art-or-science-the-answer-is-yes/feed/ This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.Download Standard Podcasts This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.Download Standard Podcasts customer experience consultant, joseph michelli, customer experience consultant, Dr. Joseph A. Michelli Clean No 00:02:22 http://drjosephm.podbean.com/2012/05/19/customer-experience-limbo-how-low-can-it-go/ http://drjosephm.podbean.com/2012/05/19/customer-experience-limbo-how-low-can-it-go/#comments Sat, 19 May 2012 14:17:35 +0000 Joseph Michelli business http://drjosephm.podbean.com/2012/05/19/customer-experience-limbo-how-low-can-it-go/ Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business.  (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts.  From now on they will go right into Joseph and end with him - thanks for the input)

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]]> http://drjosephm.podbean.com/2012/05/19/customer-experience-limbo-how-low-can-it-go/feed/ Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business.  (BTW in response to your feedback - .. Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business.  (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts.  From now on they will go right into Joseph and end with him - thanks for the input)Download Standard Podcast customer experience consultant, ritz carlton, customer experience keynote, servi, Dr. Joseph A. Michelli Clean No 00:02:37 http://drjosephm.podbean.com/2012/05/13/giraffes-are-essential-to-your-customer-experience/ http://drjosephm.podbean.com/2012/05/13/giraffes-are-essential-to-your-customer-experience/#comments Sun, 13 May 2012 20:34:11 +0000 Joseph Michelli business http://drjosephm.podbean.com/2012/05/13/giraffes-are-essential-to-your-customer-experience/ Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….

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]]> http://drjosephm.podbean.com/2012/05/13/giraffes-are-essential-to-your-customer-experience/feed/ Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at .. Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….Download Standard Podcast customer experience consultant, ritz carlton, customer experience keynote, service, Dr. Joseph A. Michelli Clean No 00:03:49 http://drjosephm.podbean.com/2012/05/04/theres-more-to-business-than-money/ http://drjosephm.podbean.com/2012/05/04/theres-more-to-business-than-money/#comments Sat, 05 May 2012 01:58:53 +0000 Joseph Michelli business http://drjosephm.podbean.com/2012/05/04/theres-more-to-business-than-money/ Often we can learn important lessons from the stumbles of others.  Enter Spirit Airlines…

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]]> http://drjosephm.podbean.com/2012/05/04/theres-more-to-business-than-money/feed/ Often we can learn important lessons from the stumbles of others.  Enter Spirit Airlines...Download Standard Podcasts Often we can learn important lessons from the stumbles of others.  Enter Spirit Airlines...Download Standard Podcast customer experience consultant, customer service consultant, zappos, starbucks, Dr. Joseph A. Michelli Clean No 00:04:23 http://drjosephm.podbean.com/2012/04/27/a-swing-and-a-miss-wait-its-a-home-run/ http://drjosephm.podbean.com/2012/04/27/a-swing-and-a-miss-wait-its-a-home-run/#comments Fri, 27 Apr 2012 22:29:57 +0000 Joseph Michelli business http://drjosephm.podbean.com/2012/04/27/a-swing-and-a-miss-wait-its-a-home-run/ Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book “The Zappos Experience - 5 Principles to Inspire, Engage, and WOW…

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]]> http://drjosephm.podbean.com/2012/04/27/a-swing-and-a-miss-wait-its-a-home-run/feed/ Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book .. Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...Download Standard Podcast customer experience consultant, customer service consultant, zappos, starbucks, Dr. Joseph A. Michelli Clean No 00:03:36 http://drjosephm.podbean.com/2012/04/18/asking-for-complaints-yes-no-maybe/ http://drjosephm.podbean.com/2012/04/18/asking-for-complaints-yes-no-maybe/#comments Wed, 18 Apr 2012 21:25:11 +0000 Joseph Michelli business http://drjosephm.podbean.com/2012/04/18/asking-for-complaints-yes-no-maybe/ Should you ask your customer for complaints?  Here’s Dr. Michelli’s advice on that complicated question….

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]]> http://drjosephm.podbean.com/2012/04/18/asking-for-complaints-yes-no-maybe/feed/ Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….Download Standard Podcasts Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….Download Standard Podcast customer experience, customer service, voice of customer, starbucks, zappos, Dr. Joseph A. Michelli Clean No 00:02:47