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

Beyond Good Intentions - Keys to Executing for Customers

In this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned customer service and the reality of execution. Drawing from a real-life example, he dissects how promising service intentions often break down in the face of practical application and highlights key lessons to navigate this frequent challenge.
In "Beyond Good Intentions - Keys to Executing for Customers," you'll explore six concepts including:
The Power of Communication: Uncover why clear and consistent communication is vital in managing customer expectations and rectifying issues, and
The Difference Between Trying and Doing: Learn the importance of committing to definitive actions rather than ambiguous attempts in service delivery.
Dr. Michelli also  challenges listeners to examine their own business practices and identify areas where improved alignment between intentions and actions will elevate their customer experience.
Visit josephmichelli.com/blog for related content, share this podcast episode, or subscribe to keep up with the latest insights. You can also reach out to Dr. Michelli for personalized discussions on enhancing your customer service delivery.

Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum

In this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business millionaire, and what he can teach us about designing unforgettable customer experiences. Inspired by Scott Mckain's book, "All Business is Show Business," Dr. Michelli delves into P.T. Barnum's "The Art of Money Getting: Golden Rules for Making Money," illuminating how Barnum's insights remain relevant over two centuries after his birth.  (For a free download of the book, click here)
Whether you're navigating the shifting tides of the business world or seeking timeless wisdom to enhance your customer experience strategy, this episode brings valuable insights from "the greatest showman on earth."
Don't forget to check out the related infographic at josephmichelli.com/blog, share this podcast, subscribe, or reach out to Dr. Michelli to discuss how you can create unforgettable customer experiences.

Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management

Welcome to this episode of "Customer Experience University" where Dr. Joseph Michelli explores the rising tide of conflict in customer service and ways to address it effectively. Drawing from the results of the 2022 National Customer Rage Study, he illustrates the extent of customer dissatisfaction and how these tensions can escalate.
In this challenging landscape, the age-old adage "The customer is always right" seems to falter. Dr. Michelli reframes this idea, acknowledging that customers can sometimes be wrong, but they are always the customer. He delves into the complexities of customer behavior, emphasizing that understanding and managing these dynamics are essential for effective customer service.
Remember to check out the related infographic at josephmichelli.com/blog. Share, subscribe, or reach out to Dr. Michelli to further enhance your emotional intelligence and conflict management skills.

Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust

Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consumer base. Drawing on real-world examples from giants such as Clorox, Zappos, Airbnb, and Starbucks, he delves into the essence of brand permission and how far a company can stretch its product and service offerings.
Tune into this episode for an enlightening exploration of branded customer experience and business growth strategies. Make sure to check out the accompanying infographic at josephmichelli.com/blog and share, subscribe, or reach out to Dr. Michelli for deeper insights into successful brand extensions. 

Why All Business is Personal: Keys to Humanizing Business Success

Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyond the superficial to truly understand the needs and desires of your team and customers, serving those who serve you, being considerate in all interactions, and celebrating the people who make your business what it is.
Drawing on his experience working with renowned companies like Starbucks and Zappos, he shares stories and actionable insights on how to infuse a human touch into your business. He underscores the importance of not just knowing who you know, but knowing them on a deeper level. He also shares insights from his book, "The Zappos Experience," emphasizing the importance of serving all stakeholder groups, not just customers.
For additional resources, check out the related infographic at josephmichelli.com/blog and don't forget to subscribe, share, and connect with Dr. Michelli for more insights on creating personal customer experiences.

Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer

In this episode, Dr. Michelli shares four tips for designing and delivering differentiated customer experiences, including creating emotional connections, co-creating experiences based on customer input, thinking beyond products, services, and profits, and inspiring greatness in your teams. He'll also address the importance of tracking and fostering engagement and customer happiness as a means of predicting and driving repeat business and referrals.

Unforgettable Experiences: Poignant Lessons on Authentic Care

In this week's podcast, Dr. Michelli highlights the Ritz-Carlton Hotel Company's commitment to outstanding customer service and unforgettable experiences. You'll hear a heartwarming example of how the Ritz-Carlton team went above and beyond to create an unforgettable experience for 13-year-old Natalie, who was battling cancer. Moreover, you'll experience the importance of actively listening to customers to uncover ways to create unforgettable experiences, take initiative and collaborate in the service of others, personalize experiences to suit individual needs and preferences, and not wait to make a difference for someone.

How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks

In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbucks and his books, The Starbucks Experience and Leading the Starbucks Way.
Learn how Starbucks partners create emotional connections with customers, co-create experiences based on customer input, think beyond products, services, and profits, and inspire greatness in their teams. 

Service Recovery: How to Apologize and Build Strong Customer Relationships

In this episode, Dr. Michelli outlines the service recovery process he writes about in detail in his book titled The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
This four-step process can be the difference between average and outstanding service recovery. 

Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista

In this episode, Dr. Michelli borrows from his two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) to share tips on personal and memorable frontline service.