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

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!

Your Customer Is Satisfied - Are They a Coupon Away from Leaving?

In this episode, Dr. Joseph Michelli explores the often-overlooked difference between customer satisfaction and true customer engagement.
Drawing from real-life scenarios, he dissects the fallacy of mere satisfaction and underscores the risk of businesses losing customers to the next big offer. Joseph offers insights into metrics like Repurchase Intent, Actual Repurchase Behavior, and the significance of the Net Promoter Score™.
By referencing research from the Harvard Business Review and introducing the Gallup CE-11, he showcases the gravity of emotional engagement in modern business practices. He concludes by emphasizing the value of understanding and acting on these insights to foster deeper connections with customers. This episode also provides a call to action for businesses aiming to move beyond basic satisfaction. 
Listeners can obtain a detailed infographic from his website. Additionally, listeners can reach out to him directly.   
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Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

In this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Originally developed in 1935, Inca Kola was more than just a refreshing drink for the locals; it encapsulated the essence of Peruvian pride and heritage. Despite Coca-Cola's colossal global presence, they faced stiff resistance from Inca Kola, highlighting the power of emotional and cultural value in branding and experience delivery.
Drawing parallels, Dr. Michelli cites the example of Starbucks' iconic red winter cups, a brand he's intimately familiar with. These cups, much like Inca Kola, transcend the product itself, becoming synonymous with the joy and warmth of the holiday season.
Listeners are prompted to reflect on key takeaways:
The significance of forging emotional bonds with customers.
The importance of aligning a brand with relevant social causes.
The potential of leveraging cultural moments to enhance brand value.
The necessity to continuously adapt and resonate with evolving market emotions.
To drive deeper emotional engagement with your offerings, Dr. Michelli provides resources on his website and an open invitation for further discussions.   If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it.

Keeping Brand Promises - Delivering Experiences that Drive Referrals

In this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an intricate reflection of what people - both employees and customers - think and say about a business. He lays out critical considerations, starting with the notion that brands represent either promises kept or broken. The strength of a brand is gauged by the experiences supporting it. No amount of marketing can rectify consistently broken promises.
Michelli introduces the C.R.U.D framework, a measure of brand strength. Brands should be Credible, Relevant, Unique, and Durable. He brings this concept to life by examining powerful taglines from industry giants like Netflix, Airbnb, and Spotify, emphasizing how each succinctly encapsulates the brand's essence and promise.
To ensure brand authenticity, Dr. Michelli advises businesses to:
Continuously match brand actions with its promises.
Test the brand against the C.R.U.D parameters.
Reassess and possibly rework the tagline.
Gather customer feedback to ensure alignment with brand promises.
Remain adaptable to the ever-shifting branding landscape.
Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on upholding their brand promises can reach out to him directly.
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The Art of ”Otherness”: How Authentic Leadership Wins the Customer & Employee Vote

Amid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not to do when leading a human-centric organization. The stark contrast between political candidates' promises and the actions of genuine servant leaders forms the backdrop of the episode.
Joseph advises against speaking negatively about competitors, stating that doing so doesn't elevate one's own business in the eyes of customers. Instead, time is better invested in refining products, processes, and technologies.
The essence of the podcast is that humble, authentic, and value-focused leadership earns the trust and loyalty of team members and customers. For more insights and a downloadable infographic, please visit josephmichelli.com/blog or to speak to joseph about your customer experience, visit josephmichelli.com/contact.
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