Customer Experience University - Winning Loyalty & Engagement One Customer At A Time podcast

#Business #Dr. Joseph A. Michelli #Entrepreneur

22:42

Bob Stobener , a seasoned leader celebrated for his adept communication skills, has a unique perspective on improving communication as a means to foster understanding and collaboration. Drawing from his creative background in cartooning and strategic advertising at a successful comedy club, Stobener believes that effective communication is essential not only for resolving conflicts but also for enhancing personal and professional growth. He emphasizes the importance of listening and forming genuine connections, demonstrating how these practices can lead to positive outcomes, as seen in his ability to guide team members toward fulfilling career paths. By advocating for open and honest dialogue, Stobener illustrates how strong communication skills can support individual success and organizational excellence across various industries. (00:01:52) Communication Skills: Comedy Club to Corporate Success (00:14:21) Transparent Interactions: The Foundation of Leadership Success (00:14:21) Transformative Impact of Transparent Leadership Communication (00:19:41) Mastering Communication Skills for Multifaceted Success Hosted by Larry Wilson Produced by: Verbal Ninja Productions Producer: R. Scott Edwards Sponsored by: The Wilson Method **Check out NEW upgraded website with FREE offer !! Visit: https://theWilsonMethod.com Link: TheWilsonMethod.com…

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

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New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.

583 episoade

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

updated acum 2 zile

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Pagina seriei•Feed

583 episoade

#Business #Dr. Joseph A. Michelli #Entrepreneur

Toate episoadele

1
Building a Culture of Innovation Through Empowerment 3:18

acum 2 zile3:18

3:18

In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions and the role of leadership in recognizing and rewarding innovative efforts. Leaders can unlock a wealth of creativity and drive sustained business success by enabling employees to take ownership of their ideas and decisions. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Also, those wanting to speak to Joseph are encouraged to reach out to him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
The Role of Emotional Intelligence in Exceptional Leadership 3:21

acum 9 zile3:21

3:21

In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI can steer their teams through challenges with resilience and foster a supportive culture. Dr. Michelli highlights that an emotionally intelligent leader excels in managing relationships and inspiring and motivating others, ultimately enhancing team performance and organizational success. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Additionally, those wanting to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
The Long Game: Building Sustainable Customer Loyalty 3:33

acum 16 zile3:33

3:33

In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in depth in " The Starbucks Experience. " Dr. Michelli emphasizes that loyalty is cultivated over time through trust, value, and emotional resonance, stressing the importance of acting on customer feedback and investing in community causes that reflect the brand’s values. Listeners can access a detailed infographic based on this podcast from Joseph's website . Additionally, those wanting to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Empathy: The Heart of Exceptional Leadership 3:22

acum 23 zile3:22

3:22

In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring leadership approaches to individual needs and honing emotional intelligence can significantly enhance organizational performance and customer satisfaction. Listeners can access a detailed infographic based on this podcast from Joseph's website . Those who want to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Building Loyalty Beyond Transactions: The Power of Shared Values 3:23

acum 4 weeks3:23

3:23

In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs. Dr. Michelli highlights strategies for building trust and celebrating customer advocates to reinforce their importance to the brand. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Also, those wanting to speak to Joseph are encouraged to reach out to him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
How AI Enhances Customer Experience Without Losing the Human Touch 4:05

acum 5 weeks4:05

4:05

In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz , Dr. Michelli shares actionable insights on how businesses can leverage AI for efficiency while maintaining the genuine human connections that customers cherish. He discusses the importance of AI in handling routine tasks, enriching employee capabilities with AI insights, ensuring AI tools reflect the brand’s personality, and maintaining clear pathways for customers to reach human support. Listeners can access a detailed infographic based on this podcast from Joseph's website . Those who want to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape 3:32

acum 6 weeks3:32

3:32

In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz . He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and maintaining flexibility—all crucial for standing out in today's competitive job market. Dr. Michelli highlights the importance of transparency and the thoughtful use of technology in recruitment, emphasizing that a genuine commitment to an employee-oriented culture is key to attracting quality talent. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Also, those wanting to speak to Joseph are encouraged to reach out to him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
The Role of Emotional Intelligence in Leadership 3:51

acum 7 weeks3:51

3:51

In this episode, Dr. Joseph Michelli explores emotional intelligence's (EI) crucial role in leadership, drawing on his insights gained while consulting for high-profile companies like Ritz-Carlton and Mercedes-Benz . He shares how leaders can enhance their self-awareness, regulate reactions, and foster open communication, which collectively builds a culture of trust and innovation. By mastering EI, leaders can inspire greater loyalty and performance within their teams and customer interactions. Listeners can access a detailed infographic based on this podcast from Joseph's website. Those who want to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Sustainable Growth: Balancing Expansion and Excellence 3:44

acum 8 weeks3:44

3:44

In this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos . He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr. Michelli highlights how sustainable exceptional customer experiences drive growth and involve balancing expanding revenues and nurturing relationships. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Also, those wanting to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
The Loyalty Equation: How to Turn Transactions Into Advocacy 3:44

acum 9 weeks3:44

3:44

In this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb , he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively promote and support your company. Key strategies covered include consistently exceeding customer expectations, fostering emotional connections, and offering authentic, meaningful rewards for loyalty. Dr. Michelli emphasizes the role of frontline employees in shaping customer perceptions and the significance of empowering these team members to deliver exceptional service. Additionally, the podcast delves into the importance of leveraging customer feedback to build trust and using memorable moments to enhance customer relationships. These insights aim to guide leaders in creating a loyalty-enhancing culture that values deep, lasting customer relationships over mere transactions. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Additionally, those wanting to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
The AI Advantage in Customer Experience: Balancing Automation and Empathy 4:15

acum 10 weeks4:15

4:15

In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The episode outlines strategies for integrating AI to augment human efforts, ensuring that technology enhances rather than detracts from customer relationships. Dr. Michelli provides insights on using AI for routine tasks while allocating more complex, emotionally sensitive interactions to human staff. He also stresses the importance of transparency in AI applications, training for staff on AI collaboration, and continuously iterating AI tools based on customer feedback to better align with company values and customer expectations. Listeners can access a detailed infographic based on this podcast from Joseph's website . Those who want to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Customer Experience Predictions for 2025: Insights from the Field 6:11

acum 11 weeks6:11

6:11

In this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also foresees a shift from transactional to emotional loyalty programs and highlights the growing importance of sustainability in consumer choices. Further, he emphasizes hyper-local personalization, proactive customer care, and the critical linkage between customer experience (CX) and employee experience (EX), which contributes to superior service. The discussion includes the necessity of seamless omnichannel experiences and creating impactful "micro-moments" that enhance customer satisfaction. Concluding the episode, Dr. Michelli urges leaders to adapt to these trends with authenticity, preparing their teams for a future where detailed, human-centered interactions drive customer loyalty and business success. This episode is essential for professionals looking to stay ahead in customer experience management. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Additionally, those wanting to speak to Joseph are encouraged to contact him directly . If you find value in this podcast, please like, rate, comment, share, or subscribe!…

1
Merry Christmas and Prosperous 2025! 1:14

acum 14 weeks1:14

1:14

In this episode, Dr. Joseph Michelli takes a moment to express his gratitude and share plans for the upcoming year. He announces a brief hiatus to enjoy the holiday season and reveals exciting content awaiting listeners in January, including discussions on the latest customer experience and leadership trends for 2025. Additionally, Dr. Michelli teases his upcoming book about Amazon One Medical, which is set for release later in the year. He closes the episode by extending heartfelt thanks for the support received in 2024 and offering well wishes for a blessed Christmas and a prosperous New Year to all his listeners and their families.…

1
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season 3:29

acum 15 weeks3:29

3:29

In this episode, Dr. Michelli shares ten invaluable tips to help businesses thrive during the intense holiday season, drawn from his extensive experience with companies like Godiva Chocolatier. As the countdown to Christmas begins, he emphasizes the importance of maintaining a balance between efficiency and the human touch in customer service. Dr. Michelli advises starting each customer interaction with a genuine greeting, highlighting the positive impact this can have on the shopping experience. He underscores the necessity of speed coupled with accuracy, and the critical role of deep product knowledge in helping customers make informed decisions. Attention to detail in visual displays and product placement also plays a crucial role in enhancing customer satisfaction. Listening to understand, rather than simply responding, is essential for building trust and offering effective solutions. Dr. Michelli suggests going beyond the immediate customer need by inquiring about other potential needs, which not only increases sales but also demonstrates care and attention. Moreover, he encourages guiding customers with thoughtful recommendations and turning simple smiles into memorable experiences. Managing stress through brief moments of mindfulness between interactions can help maintain a calm and present demeanor. Lastly, infusing fun and a positive attitude into the holiday rush can make a significant difference in the overall atmosphere of a business. Listeners can obtain a detailed infographic based on this podcast from Joseph's website . Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe! 4…

1
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences 4:16

acum 16 weeks4:16