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

Apr 18 2024 25

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

Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com

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Scaling Your Business with Customer Magic - Part 2

Apr 18 2024 4 mins

This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consistency in every business relationship,

Scaling Your Business with Customer Magic - Part 1

Apr 11 2024 4 mins

This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, driven by a distinct vision and purpose

The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog

Apr 04 2024 4 mins

This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Telecom, Cloud Services, Government,

Navigating Growth and Innovation: Insights for Your Business

Mar 28 2024 3 mins

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep y

Injecting Fun into Your Business Culture: A Lesson from Zappos

Mar 21 2024 4 mins

This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous

Elevating Customer Service: A Guide for Business Leaders & Managers

Mar 14 2024 4 mins

In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and 5) Positive Ending. The episode t

Maximizing Customer Loyalty: Lessons from the Tech Industry's Best

Mar 07 2024 3 mins

In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships. This installment highlights the importance of leveraging social media to build a dedicated community of customers,

How to Building Customer Loyalty Through Service Recovery

Feb 29 2024 4 mins

This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty and engagement. The podcast outli

Are You Glocal?: How to Balance Brand Consistency with Community Connection

Feb 22 2024 4 mins

In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy. The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative explores the importance of understan

Cultivating Passion and Purpose: The Power of Rituals in Business

Feb 15 2024 5 mins

In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified by Starbucks, as discussed in Dr.