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

Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends

In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly.
Another focal point is the effective use of social media, as demonstrated by a beauty brand that galvanized its customer base into brand advocates through consistent, authentic engagement on Instagram.
Additionally, the episode covers the importance of understanding and refining the customer journey, with a home builder client's success story illustrating the benefits of journey optimization on customer engagement and recommendations.
Empowering teams to innovate based on customer feedback is also highlighted, with insights from a technology startup's experience showing how internal feedback mechanisms can lead to better product offerings and increased sales.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
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Thankful Leadership - Why & How to Develop a Grateful Culture

In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and improve overall well-being.
From leadership roles in fostering a culture of appreciation to the practical steps for cultivating gratitude within the workplace, this episode covers actionable strategies for organizations. This narrative illustrates that gratitude can lead to a more engaged, productive, and positively charged environment when woven into the fabric of a company's operations. The installment concludes with an invitation for feedback and engagement, emphasizing that gratitude is more than a response—it's a proactive approach to life and business.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.
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Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business

In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second episode in a series highlights the union of human touch and technological resources across various stages of a customer's journey.   In this installment, you will:
Understand the overarching principles that guide when, where, and how to use AI.
Grasp the pivotal role of human service in tasks like relationship building, and
Discern areas where AI can streamline operations, from personalized ads to detecting fraud.
The episode further segments the customer journey into awareness, consideration, sales, service, and referrals, emphasizing the complimentary roles of AI and humans at each phase.
By its end, listeners are left contemplating how effectively they are merging human interaction and AI to enhance customer interactions.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly.
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Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals

In this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. The true magic happens when the human touch seamlessly integrates with these tools, leading to elevated customer satisfaction.
From the vantage of the Michelli Experience, he touches upon the hesitations leaders have in seeking assistance and the crucial role of robust leadership in driving a balanced customer experience strategy. With a spotlight on the importance of organizational culture, this episode sets the stage for deeper discussions on the convergence of technology and human touch in future episodes.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly.
If you find value in this podcast, please like, rate, comment, share or subscribe to it!

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

In this episode, Dr. Joseph Michelli outlines the concept of "customer shadowing" – a method where business leaders observe how customers interact with their products or services in real-time. By supplementing what customers report in surveys with real behavioral observation, leaders can uncover unseen pain points, preferences, and potential areas of opportunity.
This method isn't limited to just B2B or B2C sectors; Dr. Michelli's team has shadowed insurance agents and jewelry buyers alike. In this episode, he offers a roadmap on how to approach shadowing, emphasizing the role of permissions, making astute observations, asking probing questions, and analyzing findings for actionable insights. Through a tangible example of a SaaS company's billing process, he demonstrates the real-world impact of shadowing. By focusing on proactive customer understanding, businesses can foster stronger client relationships, stay competitive, and prioritize retention.
For those invested in refining their customer experiences, customer shadowing can offer profound insights.
Listeners can obtain a detailed infographic based on this episode from Joseph's website. Additionally, those wanting guidance on naturally observing their customers can reach out to him directly.
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Porter’s Five Forces and the Power of Customer Loyalty

In this episode, Dr. Joseph Michelli shares Michael Porter's "Five Forces Analysis," reimagining it in the context of customer engagement and loyalty. Gleaned from research while penning "Leading the Starbucks Way," Dr. Michelli presents a fresh perspective on Porter's variables that have shaped business strategies over the years.
From the daunting presence of an established market player with an engaged customer base acting as a deterrent to new entrants to the protective shield loyal customers offer against potential substitute threats, this podcast spotlights the power dynamics of business through the lens of customer loyalty.
The episode provides actionable strategies on fostering deeper customer relations, ensuring consistent core values even while innovating, and the significance of continuous market assessments. Throughout, listeners are reminded of the intertwined relationship between Porter’s strategic forces and the pivotal role of customer engagement, urging them to recalibrate strategies for lasting market impact.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on developing effective customer-centric strategy can reach out to him directly.
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How to Wow - Simple Acts That Make A Difference

In this episode, Dr. Joseph Michelli explores the distinction between "good" customer experiences and those that truly "wow" the recipient. Drawing from his book, "The New Gold Standard," and experience with his clients, Dr. Michelli uses Sonny’s BBQ, a well-known southern barbecue restaurant chain, to exemplify a "wow" moment.
An interaction between Christie Schatz, the Director of HR at Sonny’s, and a relocated customer exemplifies how businesses can form emotional connections with their clientele. While a simple gesture, such as sending a complimentary bottle of Sonny's sauce, might seem trivial, its ripple effects are undeniable.
The episode emphasizes the importance of personal engagement, anticipating customer needs, and the significance of every customer. Listeners are also prompted to consider how sharing such stories can influence company culture and how they might evaluate the scalability of such impactful moments. Ultimately, this episode underscores the power and potential returns of investing in "wow" experiences.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on increasing wow experiences can reach out to him directly.
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Emotional Economics: Crafting Deeper Connections with Those You Serve

In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions.
Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries like casinos.
Dr. Michelli concludes with actionable takeaways, emphasizing the significance of emotional branding, fostering trust, and nurturing authentic relationships. He leaves listeners with a pressing question about their brand's emotional resonance and challenges them to delve deeper into the heart of their customer's needs.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on driving emotional connections with customers can reach out to him directly.
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A Guide to Memorable Customer Experiences: Forget Heroism - Focus on Thoughtful Collaboration

In this episode," Dr. Joseph Michelli shares the story of "Joshie the Giraffe" at the Ritz-Carlton Amelia Island, illustrating the power of memorable experiences and their potential to inspire customer storytelling.
Excerpting from his book, "The New Gold Standard," Dr. Michelli shares how the hotel staff turned a child's distress over a lost toy into an enchanting adventure that went viral. Using this example, he emphasizes key lessons for businesses: the undeniable value of small, thoughtful gestures; the potency of inter-departmental collaboration; and the essence of fostering a customer-centric culture.
Dr. Michelli also underscores the significance of consistency in service and the importance of celebrating and sharing success stories. Through the lens of Joshie's adventure, he illuminates how the synthesis of individual initiative and collective effort can transform everyday incidents into legendary tales, prompting listeners to ponder their potential in crafting unparalleled customer experiences.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on enhancing memorable experiences can reach out to him directly.
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When It Comes To Customers, No Bad News Can Be Terrible News

In this episode, Dr. Joseph Michelli navigates the nuanced topic of customer complaints and feedback. Delving into a recent consulting experience, he uncovers the often under-appreciated value of complaints and why they're akin to gifts for businesses.
Joseph highlights the pitfalls of customer silence and explains why the absence of complaints doesn't always signify satisfaction. Rather than directly seeking complaints or compliments, he advocates for neutral, open-ended questions that pave the way for genuine, unbiased feedback.
Offering strategies for effective customer listening, Joseph discusses the significance of framing broad inquiries, followed by more tailored questions to unearth actionable insights.
The episode concludes with a heartfelt call for feedback from podcast listeners, emphasizing the importance of continuous improvement driven by customer guidance. It efforts foundational content on authentic listening and the transformative power of feedback in shaping business futures.
Listeners can obtain a detailed infographic with this content from his website. Also, feel free to reach out to him directly.  If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it!