Dr. Joseph A. Michelli

The Michelli Experience

Joseph Michelli Ph.D ignites employee and customer loyalty, engagement and advocacy
The Michelli Experience

Description

New York Times #1 Bestselling Author Shares Business Insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish and More

Categories

Business

Episodes

Leadership and Life Lessons Learned In a Pandemic – My Offer of Service

Mar 19, 2020 03:08

Description:

When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?”

Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and the wisdom of the ages, to cope with uncertainty like none I’ve encountered in my lifetime. Leveraging off my mom’s aforementioned phrase, I’ve been reflecting on this question – what can we learn and do in the face of this Pandemic?

VUCA, Coronavirus, and Tools for Human Experience Leadership

Mar 12, 2020 03:40

Description:

For years now, I have been equating leadership with managing in a VUCA world.

While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of years later in Army War College documents. As you likely know, VUCA refers to navigating a world replete with:

Volatility

Uncertainty

Complexity, and

Ambiguity

In continuation of my series on leading transformational human experiences in uncertain times, I’ve been struck by how well VUCA describes the challenges that leaders face in the context of the coronavirus.

Listening and Leading Customer Experience in Uncertain Times

Mar 6, 2020 03:22

Description:

I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the form of remote sales strategies or enabling team members to work from home.

Maybe I am unusually lucky, but in contrast to political leaders who can get bogged down in blaming their opposition for problems, the people with whom I work are spending all of their time looking for solutions on behalf of their team members and customers. I thought I would share some of these strengths in the hope that they will be of benefit to you.

Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

Feb 27, 2020 04:39

Description:

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this book, Peck suggested above all else people fear change.

That made me wonder if we also fear that things won’t change. In other words, we get bored when things become stagnant and become overwhelmed when change exceeds our ability to cope.

For me, the world of human experience elevation is a perfect mix of dynamic change.

Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!

Feb 20, 2020 04:01

Description:

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change.

While customer expectations are increasing at a lightning pace, the fundamentals of customer experience delivery have remained relatively constant across the past decade.

Smart customers realize that they have the power to choose brands that care about them and exceed their expectations.

Less smart leaders believe that customers make decisions predominantly based on the benefits, attributes, quality, and price of their products.

The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled

Feb 13, 2020 04:22

Description:

Quite frequently, my team and I are asked to develop customized frontline and leadership training materials in support of an enhanced team member or customer experience. Having reviewed a lot of generic service training materials available in the market today, I find myself cringing when the curriculum proceeds down any number of over-traveled paths like these...

Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond

Feb 6, 2020 04:42

Description:

We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be intentional. We also believe that it is not enough to be kind only when it’s expected. We want to surprise others with kindness!

Finally, we believe stories of surprising kindness serve to inspire others, so we hope you will share stories of leaders, managers, team members, colleagues, friends, family, acquaintances, and even strangers who have been surprisingly kind.

Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience

Jan 30, 2020 04:11

Description:

Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey of their core customer segments.

While each customer group will differ on the moments-that-matter most to them, certain customer interaction points play a fairly universal role when it comes to customer engagement or customer churn.

Leveraging Trends to Drive Business Success through Customer Experience

Jan 23, 2020 04:44

Description:

Let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. That study reflects the input of more than 13,000 marketers, IT professionals, and creatives from across the globe.

Let’s take a look at a couple of these findings and what they can mean for your business.

 

2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

Jan 16, 2020 04:11

Description:

You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use their global research on consumer expectations for human care and technology deployment.

Today, I’ll share some of PwC’s findings from their 2020 Retail Marketplacestudy, which has broad implications beyond the retail sector. In that research, PwC identifies a number of key drivers affecting customer expectations today...

Looking Back, Letting Go, and Moving Forward

Jan 9, 2020 03:59

Description:

I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important elements of personal and business success.

Many of us will begin 2020 with a long list of new strategic priorities. We’ll identify six, seven, or more new projects to add to business objectives that carried over from 2019. All these new initiatives may be relevant to future success, but few will likely garner widespread buy-in and effective execution.

From my vantage point, the art of business success is to identify key business objectives and execute against them flawlessly. All too often, companies drift in what I call shiny ball syndrome...

Imagine it is 2025 – How’s Your Customer Experience?

Jan 2, 2020 03:49

Description:

What will customers expect and encounter when they interact with you and your business in 2025?

I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away.

Slowing Down to Savor the Season – Unplugging to Connect!

Dec 26, 2019 03:20

Description:

About 28 years ago, I used to speak about managing the stress of the holidays. Those presentations were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it, the authors, Jo Robinson and Jean Staeheli, focused on four main themes:

Prioritize gift-giving to those who truly need your gifts Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values Seek to be a peacemaker among friends and family Commit to spiritual growth

Over time, I’ve come to believe we don’t need to and quite frankly can’t “Unplug the Christmas Machine” – that machine will run even if you or I were to find a way to unplug it.

I suspect our efforts are better spent focusing on how to create humanity-rich experiences this time of year. To that end, I offer some thoughts which I’ll lovingly call “gifts” for the season. These gifts can be given to...

Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience

Dec 19, 2019 02:53

Description:

For as many times as I have done it myself or experienced it, you’d think I would have made this connection much earlier. My newly emerging awareness involves the symbolic relationship between outstanding customer experience delivery and the practice of wrapping a personalized present and then putting a bow on it.

Allow me to explain…

Not All Customers are Jolly but Service Professionals SHOULD BE | 7 Tips for Managing Customer Complaints and Stress This Holiday Season

Dec 12, 2019 04:16

Description:

The holiday season may bring out the best in humanity, but holiday shopping can also bring out the worst. We’ve all seen the “Black Friday Brawls” as shoppers play tug-of-war with the last doorbuster sale item and we've heard of “Cyber Grinches” who gobble up online deals for high-demand items only to resell them when scarcity drives up the price.

No matter your business, people can become – let’s call it - frayed this time of year. So, here are a few tips I’ve shared across the years to help people work through a service challenge or customer complaint. I hope you find value in them as you seek to make this a peaceful and profitable holiday season.

Winning this Holiday Season | The Art of Selling through Human Experience Creation

Dec 5, 2019 03:41

Description:

The next few weeks will be “make or break” for retailers. With more shopping occurring online (particularly through mobile devices), brick and mortar retailers are looking for ways to get people to leap from their couches and into their stores.

Here are some things to consider as you build a lasting customer relationship based on positive sales experiences.

Create a Hostile Environment for the Ungrateful

Nov 28, 2019 03:43

Description:

I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it easy for ungrateful and scarcity-minded people to find employment elsewhere. Unfortunately, I have seen many examples where talented and positive people churn because the culture does not suit them. Wouldn’t it be great if your company was actually too optimistic and positive such that it drove the miserable away?

In this Thanksgiving week (where we formally take pause to give thanks), I thought it would be worthwhile to remind ourselves of the importance of driving a year-round culture of optimism and gratitude.

The Formula for Experience Success: Artificial + Human Intelligence

Nov 21, 2019 03:41

Description:

Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There's much at stake for this year’s retailers with spending projected to break a record and possibly top the 1 trillion-dollar mark.

Whether it's the way Target will be using augmented reality to help families visualize the Christmas trees they will be choosing for their homes, how Walmart will be enabling shoppers to scan the toy catalog using their mobile devices to rapidly locate items, or Best Buy’s use of push messaging to give shoppers real-time discount alerts – technology will be a shopping enabler this holiday season.

Catching What's Right | The Art of Service Storytelling

Nov 14, 2019 05:13

Description:

From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called customer service and now is called customer experience, I have seen the power of well-designed customer experience reward and recognition programs as well as the effectiveness of leaders who tell stories of optimal customer experience delivery.

My favorite example of leadership storytelling involves David Feinberg, M.D. and the way he used stories to (in David’s words) “lead a revolution to put care back into healthcare.”

Convenience over Privacy? Paying Attention to Consumer Trends

Nov 7, 2019 04:07

Description:

Let me give you a sense of how far customers are willing to be tracked in the name of personalization and convenience. Granted, my example comes from Sweden, but I sense it is a harbinger of things to come on a global basis.

Inspiring Growth: Not Demanding It!

Oct 31, 2019 03:51

Description:

I am convinced that most people want to make the lives of those they serve better. When they fall short, those individuals often need help to develop a specific skill or the confidence to believe they will find better options if they persist. Customer experience excellence is a core competency, not an instantly attainable destination. Great leaders help develop that competency in their team members by navigating the nuances and complexities of human experience delivery.

Customer Experience Excellence Requires Shared Communication Platforms

Oct 24, 2019 03:30

Description:

Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One Alliance and I'm honored to be a founding member of that alliance along with others like Keith Grossman, President of TIME, and Nick Sinai, former US Deputy CTO and Adjunct Faculty Member at the Harvard Kennedy School.

The alliance’s charter is “to explore how organizations can bridge the gap between people and technology to drive greater organizational effectiveness and achievement.” In keeping with that objective, Smartsheet recently asked Engine Research to look at the relationship between communication flow, organizational effectiveness, and customer impact. Here are a few findings from that study...

Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way

Oct 17, 2019 04:16

Description:

If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released!

Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior books took closer to three years from inception to publication! I share all of this to illustrate two points that relate to social trends, collaboration, and project completion.

The Never-ending Journey to Customer Experience Excellence

Oct 10, 2019 04:27

Description:

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.

 

Silos Do More than Hold Grain – They Hold Back Customer Experience Growth

Oct 3, 2019 03:57

Description:

I am convinced that NO leader sets out to create a siloed organization; however, organizational silos are highly present, naturally occurring, and self-perpetuating.

I recently wrote an article for Forbes, which outlines key factors that collaborative teams should consider when they seek to innovate and drive customer value. Leveraging Airbnb as an example, I highlight convenience, personalization, and personal care as prime targets.

What efforts have you taken to breakdown silos in your organization? What's your approach to creating collaborative innovation directed toward customer convenience, personalization, and personal care?

How to make EVERY DAY Customer Experience Day

Sep 26, 2019 04:12

Description:

October 1st is Customer Experience (CX) Day!

Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying) customers.

I’d love to talk with you about how you can make EVERY DAY CX DAY – simply reach out to me here.

The Benefits of Examination | How Would You Answer these Customer Experience Questions

Sep 19, 2019 04:10

Description:

I am on a media tour in the pre-launch phase of my new book The Airbnb Way(you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those queries here since they relate to customer experience enhancement.

How’s your growth mindset? The link between mindset and customer experience

Sep 12, 2019 04:42

Description:

Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you have one, you are likely on the way to losing it. How's your growth mindset?

Human Experience in A Technological World

Sep 5, 2019 04:35

Description:

My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable.

Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also will not keep my less than nice comments to myself. I’m justifying my actions in the name of helping you elevate your customer experience. Here goes…

Customer Segments or Customer Need States?

Aug 29, 2019 03:53

Description:

Customer segments or customer need states? The answer is … both!

It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states.

Trusting Your People and Superpowering Your Customer Experience

Aug 22, 2019 04:53

Description:

In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.

Legendary Brand: What’s Your Story?

Aug 15, 2019 00:00

Description:

In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share compelling brand stories that become part of the company’s mystique or lore.

Cutting-edge Service Technology Blended with a Human Service Culture

Aug 8, 2019 04:39

Description:

In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships via a blend of people and technology.

Soaring Through Future-Focused | Optimal Customer Visioning

Aug 1, 2019 05:06

Description:

In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.

The Agility of Ownership – Lessons from South African Entrepreneurs

Jul 24, 2019 03:59

Description:

In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.

Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]

Jul 18, 2019 04:34

Description:

In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.

Customer Experience Lessons from the African Bush

Jul 11, 2019 05:01

Description:

In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.

Extending Kindness for Generations to Come

Jul 4, 2019 03:52

Description:

In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.  

Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias

Jun 27, 2019 04:13

Description:

Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.

It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE

Jun 20, 2019 04:47

Description:

In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

Jun 6, 2019 00:00

Description:

In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.

Long ago in a galaxy far, far away... | Small-Town Lessons on Relationship and Business Reputation

May 23, 2019 00:00

Description:

Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.

The Bar is High – Are you Letting your Products and Technology Down?

May 16, 2019 04:24

Description:

In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

May 9, 2019 05:13

Description:

In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery. 

For the Love of Mike (and all the others you serve) – Close the Loop!

May 2, 2019 03:54

Description:

Dr. Michelli discusses the importance of closed-loop communication...

Rolling through the Highs and Lows | Where will your Customers Land?

Apr 25, 2019 04:52

Description:

In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!

5 Things Not To Do in Your Journey to Customer Experience Excellence

Apr 18, 2019 04:16

Description:

Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.

Your Customer Journey Map is Probably Not Enough

Apr 11, 2019 03:12

Description:

In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.

No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook

Mar 28, 2019 04:32

Description:

In this week's episode, Dr. Michelli discusses the importance of a brand story hook...

Sharing your brand stories differently

Mar 21, 2019 04:17

Description:

Dr. Michelli discusses how stories are a form of customer currency...

Do not Forget to Sprinkle Emotion on Top of Branded Storytelling

Mar 14, 2019 03:42

Description:

This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.

Say Yes to a Dress | Developing Characters in Branded Storytelling

Mar 7, 2019 05:01

Description:

In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...

It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?

Feb 28, 2019 04:33

Description:

In this week's episode, Dr. Michelli discusses the five brand components of successful companies...

Customer Experience Wisdom from a 96-year-old Business Legend

Feb 21, 2019 04:18

Description:

In this week's episode, Dr. Michelli discusses the storied Dooky Chase Restaurant in New Orleans and it's owner and head chef, 96-year-old Leah Chase.

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience

Feb 7, 2019 05:08

Description:

Dr. Michelli discusses a few of the visual storytelling offerings from the big game to see what we can learn from these efforts.

Old Things That Endure: Testing and Learning for Customer Experience Excellence

Jan 31, 2019 04:03

Description:

In this week's episode, Dr. Michelli discusses elements of customer experience improvement which have transcended place and time.

How to drive your brand voice through your customer experience

Jan 24, 2019 04:46

Description:

In this week's episode, Dr. Michelli discusses how to assess your brand voice for optimal customer experience...

A Blast from the Past: The 3 Ps of Customer Experience Excellence

Jan 17, 2019 03:47

Description:

Dr. Michelli discusses predictions Walker research group made back in 2013 about the future of customer experience by 2020...

How Did You Do That? | Making Magic for Customers in 2019

Jan 10, 2019 03:34

Description:

In this week's episode, Dr. Michelli discusses how businesses can deliver magical experiences for their customers...

Quickly Before the Year Ends – Deliver Convenience

Dec 20, 2018 02:26

Description:

In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...

When Customers Aren’t Jolly

Dec 13, 2018 04:13

Description:

Dr. Michelli discusses seven tips for managing customer complaints and stress this holiday season...

7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?

Nov 28, 2018 03:16

Description:

In this week's episode, Dr. Michelli discusses online retails during cyber week in the United States...

Two Magic Words - Human Experience Requires Gratitude

Nov 20, 2018 02:41

Description:

In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers... 

Catching People Doing What’s Right Along the Customer Experience Journey

Nov 15, 2018 03:22

Description:

Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...

Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling

Nov 8, 2018 04:20

Description:

In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling. 

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

Nov 2, 2018 04:15

Description:

In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...

Customer Experience Research and Life Long Learning

Oct 25, 2018 04:09

Description:

In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...

Up, Up, and Away - Getting Lift with Wearables and IoT

Oct 11, 2018 03:32

Description:

In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...

Taking Flight With Big Data – How’s Your Trip?

Oct 4, 2018 04:55

Description:

Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.

Transforming Customer Experience with Partners: The Art of Not Going It Alone

Sep 27, 2018 04:53

Description:

In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...

Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?

Sep 13, 2018 00:04:35

Description:

Dr. Michelli discusses iterative and future backward customer experience design…

Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping

Sep 5, 2018 00:04:15

Description:

In this week’s episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping…

What Is A Persona And What Does It Have To Do With Customer Journey Mapping?

Aug 31, 2018 00:04:18

Description:

In this week’s episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.

Patiently Seeking Input to Guide Service Experience Design

Aug 23, 2018 00:04:38

Description:

Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.

McDonald’s Experience of the Future & Your Keys to Outstanding Experience Design

Aug 16, 2018 00:04:43

Description:

In this week’s episode, Dr. Michelli discusses the phases of experience design…

If Only Someone Had Told Me Sooner!

Aug 9, 2018 00:04:11

Description:

Dr. Michelli discusses life lessons people wish they knew earlier…

Branded Customer Experience Delivery

Aug 2, 2018 00:05:20

Description:

In this week’s episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back…

Catching Great Leadership Skills

Jul 26, 2018 00:04:21

Description:

Dr. Michelli discusses a business leader who unites, empowers, and transforms…

So Many Customer Experience Lessons – So Little Time!

Jul 20, 2018 00:04:55

Description:

In this week’s episode, Dr. Michelli discusses three recent news events that pertain to customer experience…

From Customer Journey Map to an Optimal Customer Journey Road Map

Jul 13, 2018 00:04:28

Description:

In this week’s episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts…

Customer Journey Mapping and the Road Beyond

Jul 6, 2018 00:04:46

Description:

Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts…

No Joke! The Role of Humor in Customer Experience

Jun 28, 2018 00:03:57

Description:

Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear

Jun 21, 2018 00:05:25

Description:

Dr. Michelli discusses how businesses can operate from the perspective of abundance…

Howard Schultz: A Leader, A Teacher, and An Inspiration

Jun 14, 2018 00:05:44

Description:

In this week’s episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz…

Practicing Otherness in a Selfish World

Jun 6, 2018 00:04:27

Description:

In this week’s episode, Dr. Michelli discusses helping others…

A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize

May 30, 2018 00:06:42

Description:

Dr. Michelli discusses some of the nuances between customer loyalty and repeat business…     #customerloyalty #cxo    

5 Things You Absolutely Must Do To be Customer-Centric

May 24, 2018 00:04:07

Description:

In this week’s episode, Dr. Michelli discusses the five key things you must do to be customer-centric…

You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don’t Do This!

May 17, 2018 00:04:24

Description:

In this week’s episode, Dr. Michelli discusses five things you should not do in the name of customer experience…

Redesigning Process Improvement in the Age of AI & the Customer

May 10, 2018 00:06:06

Description:

Dr. Michelli discusses how business leaders drive modern adaptive process… 

Read the blog post.

Social Media Influencers and Your Customer Experience

May 3, 2018 00:06:36

Description:

In this week’s episode, Dr. Michelli discusses why many brands have softened their traditional media buys and have focused instead on paying influencers to position products. 

Starbucks Store Closings for Training: Déjà vu and You

Apr 26, 2018 00:05:23

Description:

In this week’s episode, Dr. Michelli discusses the history of Starbucks closing for training sessions…

Starbucks, Challenges and Opportunities in Philadelphia

Apr 19, 2018 00:06:03

Description:

Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them out?

Waiting for Your Email: For the Good of Humanity, Please Reply

Apr 12, 2018 00:05:23

Description:

In this week’s episode, Dr. Michelli discusses how to take your service communication to the next level.

Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.

Apr 6, 2018 00:03:47

Description:

In this week’s episode, Dr. Michelli discusses the war of words between Apple and Facebook…

My crystal ball says winning experiences will deliver

Mar 29, 2018 00:04:05

Description:

In this week’s episode, Dr. Michelli discusses the future of customer experience delivery…

Goodbye Toys “R” Us and Hello Your Sustainability

Mar 22, 2018 00:05:30

Description:

In this week’s episode, Dr. Michelli discusses the foundational business disruption that led to Toys “R” Us’ success is also what propelled its demise…

Starbucks: Greatness Personified/Excellence Diversified – What About You?

Mar 15, 2018 00:05:05

Description:

In this week’s episode, Dr. Michelli discusses the leadership legacy of Orin Smith (one of the original brand architects of Starbucks).

Strategic Positioning | Is Your Customer Experience Agile Enough?

Mar 9, 2018 00:05:16

Description:

Dr. Michelli discusses key business trends that determine success…

Everyone Has a Platform: Are You Training For that Reality?

Mar 2, 2018 00:05:12

Description:

In this week’s episode, Dr. Michelli discusses the influence we all have…

Customer Centricity is MORE than Customer Experience

Feb 23, 2018 00:05:27

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In this week’s episode, Dr. Michelli discusses the difference between customer-centricity and customer experience…

The Robots are Here and There is Fear

Feb 16, 2018 00:04:08

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In this week’s episode, Dr. Michelli discusses the future of technology and the human condition…

Customer Experience Lessons from Television Advertising’s Biggest Day In America

Feb 10, 2018 00:04:54

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Dr. Michelli discusses customer experience lessons from the advertising industry…

Go Human, Go Methodical but Above All Else GO for VALUE

Feb 2, 2018 00:04:21

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Empathic Design – As Close to the Holy Grail as You Can Get

Jan 26, 2018 00:04:45

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In this week’s episode, Dr. Michelli discusses how to build products and services from the customer perspective…

One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights

Jan 19, 2018 00:04:21

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In this week’s episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access…

Technology – Panacea or Tool?

Jan 13, 2018 00:04:07

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Dr. Michelli discusses how technology should address human needs when used in customer experience…

Supercharge Your Business by Letting Go

Jan 6, 2018 00:04:22

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In this week’s episode, Dr. Michelli discusses getting rid of unnecessary business components to allow for growth in new ways…

Retail Armageddon, Chupacabra, and Other Myths

Dec 30, 2017 00:05:03

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Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker…

Experiential Lessons for the Christmas Season: Going Beyond the Presents

Dec 22, 2017 00:03:57

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In this week’s episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experiences…

 

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

Dec 16, 2017 00:03:38

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In this week’s episode, Dr. Michelli discusses how customer experience is both better and worse now…

Complexly Simple – Success Can Breed Mediocracy

Dec 8, 2017 00:06:01

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Dr. Michelli discusses how the fear of change can hinder your business…

Please Ask My Opinion BUT NOT TOO MUCH

Dec 1, 2017 00:05:44

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In this week’s episode, Dr. Michelli discusses how you can listen to your customers in many different ways…

Want a Free Franchise? A Hypothetical with Real-World Implications

Nov 23, 2017 00:04:46

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Dr. Michelli discusses sustainable ways for businesses to thrive…

What’s Your Signature?

Nov 17, 2017 00:05:05

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In this week’s episode, Dr. Michelli discusses the importance of defining brand moments…

Gratitude is a Customer Experience Differentiator

Nov 11, 2017 00:05:52

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Dr. Michelli discusses how leaders set the tone for an appreciative workplace…

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Nov 4, 2017 00:05:27

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In this week’s episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.

“Where Has All The Loyalty Gone? – Long Time Passing”

Oct 27, 2017 00:05:19

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Dr. Michelli discusses retaining Boomer customer loyalty…

Lead People Not Technology: Interacting to Succeed

Oct 20, 2017 00:04:37

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Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”

My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.”