Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Episodes

Jan 28, 2021
Jan 28, 2021
5 min
Let’s face it, most of us care a lot about what others think of us (especially if we are leaders in business, community, or family). We project “the best of” ourselves in public and reserve “the rest of” ourselves for private. That approach leads to 70 percent of people feeling what researchers Pauline Clance and Suzanne Imes label an “imposter syndrome.” Social media amplifies this syndrome, since most people tend to share the “highlight” reel of their life and not the “lowlight” events.
Let’s jump to the pandemic and how it made it harder to hide our blemishes, shortcomings, and limitations. For example, we saw leaders communicating from their bedroom not the boardroom. We knew our dogs, spouses, and children would wander into our videoconferences, and we went on camera having cut our own hair. As a result of our vulnerability, many of us spent less time managing our image. We acknowledged our fears, errors, and humanity, and operated more from our hearts and less from our heads.
For more about Stronger Through Adversity, visit https://www.josephmichelli.com/stronger-through-adversity/
Jan 28, 2021
5 min

Jan 21, 2021
Jan 21, 2021
3 min
Here's a question for you, if you could, would you go back to the way it was before COVID-19? Let's imagine you could flip a switch that would re-instate your life and your business to how it was in November of 2019? Before you decide, let's also assume you didn't lose your business, you experienced no family member's death, and remained in relatively good health.
Given those parameters, would you flip the switch? For me, the answer is a resounding NO!
For more about Stronger Through Adversity, visit https://www.josephmichelli.com/stronger-through-adversity/.
Jan 21, 2021
3 min

Jan 14, 2021
Three Ways to Lead with Light
Jan 14, 2021
Jan 14, 2021
5 min
In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” Quite frankly these days I’m just trying to get through the darkness of our time.
For me, when it's darkest, when I am horrified by nightly death tolls, or righteousness that prompts inexplicable violence, I look for light on the horizon. Sometimes it’s hard to see more than flickers, but I know the light is there and waiting for me find it.
Today I'm discussing three sources that have proven illuminating to me.
Jan 14, 2021
5 min

Jan 7, 2021
Happy New Year!
Jan 7, 2021
Jan 7, 2021
41 sec
Whew 2020 is over! On behalf of our team, I wish you a safe and prosperous 2021. Next week I will resume our video series Stronger Through Adversity, based on the book I released last month, but for now I’ll simply share words of hope written by Anne Frank. She noted: ”What a wonderful thought it is that some of the best days of our lives haven’t even happened yet.” I’m looking forward to those “best days of life - yet to come.” How about you?
Jan 7, 2021
41 sec

Dec 31, 2020
Dec 31, 2020
2 min
Throughout December, I’ve been sharing a few excerpts from Stronger Through Adversity to provide stories and lessons on resilience and hope. I had lots of stories to choose from, thanks to the wisdom shared by over 140 leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz. Today I’ll excerpt a section which features David Hudson, Commissioner and National Commander of The Salvation Army.
If you would like to learn more about the book Stronger Through Adversity, please visit strongerthroughadversity.com or buy it now wherever you get your books. Also, I’d be honored if you’d join me for my live interview series on Thursdays at 12:30 p.m. Eastern and simulcast on LinkedIn, Facebook, and YouTube.
Dec 31, 2020
2 min

Dec 24, 2020
Merry Christmas
Dec 24, 2020
Dec 24, 2020
28 sec
Wishing you and yours a Merry Christmas. I told my family that the only “gift” I wanted this year is a safe way for us to be physically together in the days ahead. I want that gift for you as well. Until those days come, Merry Christmas from The Michelli Experience team.
Dec 24, 2020
28 sec

Dec 10, 2020
Dec 10, 2020
3 min
My new book, Stronger Through Adversity features 140 plus leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-Benz, who shared their insights and wisdom. Today I'm sharing a section from the foreword of Stronger Through Adversity, which was written by my mentor Johnny Yokoyama. Irrespective of Johnny's recommendation to pick-up my book, I encourage you to take time this month to think about the lessons you have learned this year and how you will be stronger as a result of the pandemic. If you'd like to learn more information about the book Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Dec 10, 2020
3 min

Dec 3, 2020
Dec 3, 2020
4 min
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In Stronger Through Adversity, I play off the theme of "Bring your Son or Daughter to Work" day to emphasize the importance of bringing our authentic self to work every day. The leaders I spoke with for the book, whether that was Stephanie Linnartz, President of Marriott, Steven Preston, CEO of Goodwill Industries, or Dave Pace, Chairman of the Board for Red Robin Gourmet Burgers, talked a lot about authenticity and leadership vulnerability - especially in a crisis.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Dec 3, 2020
4 min

Nov 26, 2020
Happy Thanksgiving
Nov 26, 2020
Nov 26, 2020
2 min
I wanted to interrupt my series Stronger through Adversity to simply say Happy Thanksgiving.
For those of you across the US, I suspect, if you are like me, the Thanksgiving table will be quite different this year. While I wish I could be with my children and grandchildren, I am still filled with gratitude.
If anything, this year has been a tremendous opportunity to gain perspective on what really matters. It’s easy to get wrapped up in pain, fear, anger, and divisiveness brought on by the cataclysmic disruptions in 2020, but I am far too blessed to go there.
Nov 26, 2020
2 min

Nov 19, 2020
Stronger Through Adversity | Choose Words Wisely
Nov 19, 2020
Nov 19, 2020
4 min
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more than 140 global leaders as they navigate through COVID-19.
In conversations with leaders like Hans Vestberg, CEO of Verizon, Brian Cornell, CEO of Target, Matt Renner, President of Microsoft, and Barbara Humpton, CEO of Siemens USA, there were several consistent themes about thoughtful communication. Here is a cliff notes version of some of them:
1) The most common mistake when it comes to messaging is to under-communicate especially during a crisis.
2) Frequent communication doesn't mean haphazard messaging, and it's possible to over communicate.
3) Words can inspire resilience or worsen the crisis.
If you would like to learn more about Stronger Through Adversity and get your special signed 40% off pre-order offer, head to strongerthroughadversity.com.
Nov 19, 2020
4 min

Retain Customers & Gain Referrals
If you are a customer experience professional, business leader, or entrepreneur with limited time for podcasts, Customer Experience University is for you! These 3 to 5-minute weekly episodes are designed to help you think and act in ways increase customer loyalty and drive word-of-mouth business.

