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

The Role of Recognition in Building Employee Loyalty

In this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of consistent and public acknowledgment in building a positive workplace culture where employees feel genuinely valued and connected.
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!

The Role of Emotional Intelligence in Team Cohesion

In this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict resolution, emphasizing that these skills are crucial for fostering open communication and team cohesion.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Also, 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!

The Art of Listening: Elevating Customer and Employee Experiences

In this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective listening can build trust, foster collaboration, and drive meaningful action, ultimately strengthening team and customer relationships.
Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Reimagining Empowerment: How Amazon One Medical Designs for Employees AND Customers

In this episode, Dr. Joseph Michelli shares how Amazon One Medical empowers its employees to deliver personalized, high-quality care—and how that empowerment translates into better customer experiences.
Drawing from his latest book All Business Is Personal, Joseph explores how One Medical designs systems that reduce friction, trains for values and tasks, and fosters a purpose-driven culture. He offers practical insights for leaders who want to build loyalty by first elevating the people behind the brand.
Listeners are encouraged to purchase All Business Is Personal.
They can also obtain a detailed infographic based on this podcast from Joseph's website. Additionally, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Why Amazon One Medical Shows Us That All Business Is Personal

In this episode, Dr. Joseph Michelli explains how Amazon One Medical offers a blueprint for building loyalty and driving referrals through a profoundly human, tech-enabled approach to service.
Drawing from insights in his new book All Business Is Personal, Joseph outlines how One Medical blends empathy with innovation, designing care experiences that begin long before a visit and continue long after. He shares practical takeaways for leaders in any industry: reduce friction, support teams with purposeful tools, and rethink relationships as ongoing partnerships.
Listeners are encouraged to purchase All Business Is Personal.
They can also obtain a detailed infographic based on this podcast from Joseph's website. Additionally, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design

In this episode, Dr. Joseph Michelli explores what all industries can learn from Amazon One Medical’s approach to designing human-centered experiences.
He highlights lessons from his book about One Medical, All Business is Personal. In it, Joseph explores why Amazon purchased One Medical for 4 billion dollars and how Amazon One Medical intentionally supports patients before, during, and after care delivery - transforming transitions into opportunities for trust and long-term loyalty.
With practical examples, Joseph discusses how businesses can reduce friction, design for continuity, and balance digital convenience with human connection. Listeners are encouraged to purchase All Business is Personal. They can also obtain a detailed infographic based on this podcast from Joseph's website. Also, anyone who wants to speak to Joseph can contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

When Things Go Wrong: Winning Customer Loyalty Through Service Recovery

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company’s commitment to exceptional 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!

Tax Day: A Day of Deadlines, Integrity, and Growth

In this episode, Dr. Joseph Michelli reflects on the significance of Tax Day, not only as a financial deadline but as a metaphor for managing life’s demands with diligence and integrity. He explores how approaching deadlines can serve as opportunities for personal and professional growth, emphasizing the importance of integrity, stress management, and reflective practices. By viewing obligations like Tax Day as a chance to demonstrate discipline and prioritize effectively, individuals can foster a sense of accomplishment and maintain momentum in all aspects of life.
 
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Mapping the Moments That Matter in Customer Journeys

In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.
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!

The Power of Storytelling in Building Brand Loyalty

In this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining consistency across all channels. He also stresses the importance of making customers the heroes of your brand's stories, deepening engagement and loyalty.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!