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

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!

Building a Culture of Innovation Through Empowerment

In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success by enabling employees to take ownership of their ideas and decisions.
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!

The Role of Emotional Intelligence in Exceptional Leadership

 
In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture.
 
Dr. Michelli highlights that an emotionally intelligent leader excels in managing relationships and inspiring and motivating others, ultimately enhancing team performance and organizational success.
 
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 Long Game: Building Sustainable Customer Loyalty

In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in depth in "The Starbucks Experience." Dr. Michelli emphasizes that loyalty is cultivated over time through trust, value, and emotional resonance, stressing the importance of acting on customer feedback and investing in community causes that reflect the brand’s values.
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: The Heart of Exceptional Leadership

In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer satisfaction.
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!