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

Building Trust as the Foundation for Customer Loyalty

In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong advocates.
 
Listeners can access 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!

Designing “Wow” Moments in Customer Interactions

In this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that enhance loyalty and advocacy. Dr. Michelli emphasizes training teams to recognize and seize opportunities for delight and balance consistent service and unexpected pleasures to surprise and engage customers.
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!

Empowering Employees to Deliver Superior Service

In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and encouraging initiative, leaders can enhance their team's ability to excel in customer interactions. Dr. Michelli emphasizes the importance of building a supportive environment where employees feel valued and trusted, which drives innovation and service excellence.
 
Listeners can access 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!

Empathy as the Core of Servant Leadership

 
In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understanding—it involves feeling with others to build trust, inspire, and create a supportive environment. This episode offers leaders strategies to cultivate empathy actively and expand their practice beyond their immediate teams to encompass customers and other stakeholders.
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 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!