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

The Success of Your Business Depends on a Single Question: How Do You Respond?

In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments than their more cynical counterparts.
Highlighting the significance of assuming positive intent, Dr. Michelli offers actionable tips for building trust and strengthening relationships:
Small Gestures: Simple acts of kindness, like warm greetings or free upgrades, can make a substantial difference, enhancing trust and customer loyalty.
Consistency: Reliable and consistent positive experiences solidify customer relationships, transforming occasional buyers into loyal advocates.
Emotional Connections: Personal touches that address customer preferences and show empathy can deepen emotional bonds, turning customers into enthusiastic fans.
Loyalty and Referrals: Exceptional service leads to word-of-mouth marketing, a powerful tool in today’s competitive market. Happy customers are likely to refer others.
Assuming the Best: A positive outlook towards team members and customers cultivates a culture of trust and attracts like-minded customers.
Managing Exceptions: Focusing on positive interactions rather than suspecting each customer allows for a more open and constructive engagement.
Dr. Michelli prompts listeners to reflect on their perspectives toward others and how these views influence their interactions with team members and customers. He encourages a shift toward positivity and trust to enhance customer and team member relations.
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!

Customer Experience (CX) Day - Celebrating the Power of Partnership

In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program aimed at cultivating leaders in customer-centric strategies across diverse industries.
The program, designed in line with core competencies from the Customer Experience Professionals Association (CXPA), focuses on cultivating expertise in CX culture, insights, design, governance, and innovation. It's structured to equip students with the necessary tools to enhance customer journeys, build strong customer relationships, and foster brand loyalty across various business sectors, including healthcare, transportation, and retail.
Dr. Michelli also shares valuable lessons on forming successful business partnerships:
Entertain Partnership Opportunities: Embrace collaborations that align with your values and offer mutual benefits.
Conduct Due Diligence: Vet potential partners thoroughly to build a partnership on a solid foundation.
Identify Complementary Strengths: Partner with organizations whose strengths enhance your capabilities.
Focus on Shared Challenges: Align with partners who share your passion for addressing specific problems.
Develop Actionable Solutions: Collaboratively create innovative solutions that address identified challenges.
Invest in the Partnership: Commit to open communication, consistent effort, and trust in the partnership process.
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!

Are you a Lovemark? The Journey to Becoming a Beloved Brand

In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in their customers' lives.
Dr. Michelli reflects on his experience while working on "The Starbucks Experience" and "Leading the Starbucks Way," where he explores how brands can transform into "lovemarks" by creating deep emotional connections with customers. He examines how Starbucks and other iconic brands have become venues for significant life events, highlighting their transition from businesses to integral parts of personal identities.
Key takeaways include:
Building Emotional Connections: Foster strong bonds by offering exceptional customer service and personalized experiences.
Enabling Self-Expression: Allow customers to express themselves through customizable products and inclusive community spaces.
Creating Memorable Experiences: Pay attention to the details that make customer interactions memorable and consistently deliver high-quality service.
Leveraging Social Media: Engage with customers on social media to build a community and share content that resonates with your audience.
Encouraging Word-of-mouth Marketing: Motivate customers to share their positive experiences and become organic advocates for your brand.
Dr. Michelli also introduces a practical approach to measuring customer engagement through Gallup’s metric, which involves asking customers to rate their inability to imagine a world without the brand and how perfectly the brand suits them. This metric helps businesses gauge their success in becoming beloved brands or "lovemarks."
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!
 
 

Defying Expectations - The Power of Vision, Purpose, and Dedication

In this episode, Dr. Michelli reflects on the remarkable journey of Ernie Andrus, a World War II Navy veteran who, at the age of 100, completed his second run across America. Dr. Michelli shares insights from his personal experience running alongside Ernie, exploring the deep lessons in determination, resilience, and purpose that Ernie's endeavors impart.
Ernie Andrus not only shattered records by becoming the oldest man to run across the United States but also inspired countless individuals along his path. His runs, aimed at raising funds for the restoration of the LST 325, a World War II ship he served on, illustrate the profound impact of setting visionary goals and pursuing them with passion and perseverance.
Key lessons from Ernie's story include:
Vision and Passion: Ernie’s audacious goal to run across America twice highlights the transformative power of setting and pursuing grand ambitions.
Resilience: Despite advanced age and health challenges, Ernie's adaptability and tenacity showcase how to overcome obstacles and continue moving forward.
Purpose: His commitment to honoring veterans and preserving history underscores the importance of having a clear, motivating purpose behind one's actions.
Customer Connection: Ernie's authentic engagements along his journey emphasize the value of genuine interactions in forming lasting bonds.
Continuous Improvement: Ernie’s journey reflects a continuous quest for personal growth and challenge.
Dr. Michelli ties these themes back to business, advising leaders and teams to embrace change, focus on purpose, set bold goals, build resilience, and prioritize genuine customer connections. Ernie's story acts as a beacon for anyone looking to transcend perceived limitations and achieve the extraordinary.
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!

Your Customers Are Changing Fast, Are You?

 
In this episode, Dr. Michelli examines Starbucks' evolution under Howard Schultz's leadership from a traditional coffee shop to a modern quick-service model dominated by mobile ordering and drive-thrus. Reflecting on his extensive experience as a consultant for Starbucks and his insights from authoring books about the company, he discusses how Starbucks adapted its business to align with shifting customer behaviors and preferences, particularly the increasing demand for convenience.
Despite challenges such as perceived loss of the brand's experiential charm and increased pressure on baristas, Starbucks has continued to innovate. The company is investing heavily in new technologies like the Siren System to improve efficiency in drink preparation, particularly for cold beverages which now constitute over half of its sales. Additionally, Starbucks is diversifying its store formats to cater to different customer needs, ranging from traditional cafes to pick-up and drive-thru only locations.
Dr. Michelli highlights key lessons for businesses looking to remain relevant in changing markets:
Adapt to changing customer preferences while being ready to evolve your business model.
Balance operational efficiency with maintaining the unique experiential qualities of your brand.
Invest in technology to enhance customer convenience but ensure it doesn't detract from the quality of customer interactions.
Diversify offerings to cater to various customer segments and maintain competitive relevance.
Listen to employees, as their insights are crucial in refining customer and operational strategies.
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!

Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls

In this episode, Dr. Michelli delves into the ethical and legal challenges associated with the use of AI and data analytics in customer service, highlighted by the ongoing lawsuit involving Patagonia and its use of Talkdesk's services. This case exemplifies the crucial need for transparency and customer consent in data practices, as it alleges that Patagonia intercepted and analyzed customer communications without proper authorization, raising significant privacy concerns.
Dr. Michelli outlines several lessons from this legal battle, emphasizing the importance of obtaining explicit customer consent and being transparent about data usage. He advises businesses to maintain clear, up-to-date privacy policies that comply with legal standards and foster customer trust.
Additionally, the discussion explores the broader implications of deploying Voice AI in customer service. Dr. Michelli provides tips for customizing AI solutions to fit specific needs, integrating AI systems carefully with existing customer platforms, and maintaining a balance between automated tools and human service professionals.
Key takeaways include the necessity of designing AI applications that respect customer privacy, the benefits of continuous improvement in AI performance, and the importance of training staff to use AI to enhance rather than replace human interactions.
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!

Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth

 
In this episode, Dr. Michelli explores the intriguing partnership between Starbucks and Mercedes-Benz (two brands with which he's worked and written books about), focusing on their collaborative effort to expand electric vehicle (EV) charging facilities. This alliance aims to install high-power EV chargers at over 100 Starbucks locations along a major travel corridor from Washington to California, merging sustainability with customer convenience.
Dr. Michelli discusses how this partnership between two industry leaders leverages their unique strengths to enhance the customer experience. Starbucks provides a comfortable space for drivers to relax while their vehicles charge, and Mercedes-Benz supplies the cutting-edge charging technology. This strategic collaboration not only improves service delivery but also reinforces both brands’ commitments to sustainability.
Key takeaways include the importance of identifying complementary partners to foster innovation and growth, utilizing each partner's strengths to benefit customers, and enhancing convenience to improve the overall customer experience. Additionally, the initiative emphasizes investing in sustainable infrastructure and engaging employees in environmental efforts, which can attract eco-conscious customers and increase brand loyalty.
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!

Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping

 
In this episode, Dr. Michelli delves into the critical importance of perspective in understanding customer interactions with products and services. He explores the concept of being too close to a process to assess it objectively, highlighting the need for businesses to step back and view their offerings through the eyes of their customers.
Dr. Michelli introduces the concept of customer journey mapping, a powerful tool for visualizing the steps customers go through in engaging with a company. He explains how journey maps can reveal discrepancies between a business's internal understanding and the actual customer experience, helping to identify gaps and opportunities for improvement.
Key takeaways include the importance of shifting to the customer's perspective, creating detailed journey maps that include all touchpoints, engaging in thorough customer research, and using insights from this research to inform and update journey maps. Dr. Michelli also stresses the need for cross-departmental collaboration to align efforts and improve the customer experience, as well as the importance of regularly updating journey maps and acting on customer feedback to drive meaningful changes.
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!

Valued but Not Equal - A Case for Customer Segmentation

 
In this episode, Dr. Michelli addresses the nuanced reality that while customers may not always be right or contribute equally, they invariably pay the bills. He explores the diverse approaches of business leaders towards customer prioritization, echoing Peter Drucker's principle that businesses exist primarily to "create a customer," and through them, profits are generated.
Dr. Michelli discusses the strategic importance of segmenting customers based on their engagement and spending patterns—low, medium, and high frequency/spend—and tailoring services to each group to optimize resource use and enhance customer loyalty. He emphasizes the necessity of providing quality service across all segments while varying the level of customization and personalization to align with customer value to the business.
Key takeaways include identifying and categorizing customer segments, ensuring a baseline of respect and quality in service delivery, customizing services to efficiently allocate resources, and using customer data to guide service enhancements and recovery efforts. Special attention is given to high-value customers, advocating for significant investment in personalized services and proactive service recovery to foster loyalty and ensure satisfaction.
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!

Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)

 
In this episode, Dr. Michelli delves deeper into the principles of authentic customer experiences, building on insights from his interactions and writings on legendary brands like Ritz-Carlton, Zappos, and Starbucks. He emphasizes the need for extraordinary customer service that consistently exceeds expectations through creativity, presence, kindness, and patience.
Dr. Michelli poses critical questions from his book "The Zappos Experience," encouraging listeners to evaluate their corporate values, the visibility of these values in recruitment, the depth of cultural immersion during onboarding, and the effectiveness of orientation processes in fostering empathy and connectivity within the company. These questions aim to help listeners reflect on how well their organizational practices align with their declared values and the expectations of their customers.
Key takeaways include the importance of aligning corporate values with customer needs, enhancing onboarding and orientation to deeply integrate new employees into the company culture, ensuring consistency between stated values and business actions, and being open to revising values or practices to maintain authenticity and integrity.
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!