Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
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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 https://amzn.to/2DVbDjKand Leading the Starbucks Way https://amzn.to/2IVRKg7). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep your brand dynamic and explores the balance of offering variety while maintaining excellence. Joseph concludes with a call to action for businesses to create resonant experiences through accessibility, experimentation, excellence, and relevance, much like Starbucks does. It is a guide for businesses to thrive by embracing change and ensuring relevance in every market they approach. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 https://amzn.to/2Ge1dO8." and shared in this short video https://vimeo.com/manage/videos/912076703. Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous acts of fun, and foster a culture of innovation through lighthearted interactions. The podcast also addresses the significance of building team solidarity through fun and integrating enjoyment into routine tasks. It advocates for measuring the tangible benefits of workplace fun on team dynamics and retention, emphasizing the concept of 'Return On Fun Lasts' (R.O.F.L). The episode concludes with strategies for creating moments of unexpected delight for employees and customers alike, aiming to cultivate a workplace where fun and work coexist to bolster both employee satisfaction and brand perception. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 then transitions these steps into actionable customer experience lessons. It emphasizes the importance of personalizing communication, focusing on emotional connections, delivering comprehensive service, being thorough in information exchange, and concluding positively. Each point is explored in depth, giving listeners practical advice on how to emulate Zappos' exemplary customer service model. By implementing these strategies, leaders can create a service experience that satisfies and surpasses customer expectations - making other companies pale in comparison. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting to speak to Joseph are encouraged to reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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, prioritizing exceptional customer service, ensuring financial stability, managing reviews, and elevating your Net Promoter Scores (NPS). Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting to speak with Joseph are encouraged to reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 outlines a five-step strategy for effective service recovery. It begins with the necessity of a prompt and sincere apology, setting the stage for reconciliation. The discussion then moves to empowering team members to innovate solutions, providing them with the means and freedom to creatively and efficiently resolve issues, which in turn, stimulates both employee and customer engagement. Exceeding customer expectations through gestures of goodwill is presented as a crucial step following resolution. Closing the feedback loop is emphasized as essential for ensuring long-term satisfaction and maintaining a dialogue with customers. Continuous improvement is advocated, with a focus on learning from each incident to prevent future issues and improve overall service. Leadership advocacy is underscored as the final piece of the puzzle, promoting a culture of customer care from the top down. The episode concludes with reflective questions, inviting listeners to assess and refine their service recovery processes, and ensuring a culture where empowered service recovery leads to loyal customers. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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 understanding the architecture, neighborhood, customer base, and competition to create spaces that resonate with the local community. Listeners will be guided through the steps to ensure their brand remains universally recognized while also uniquely tailored to each market. The episode emphasizes community immersion, celebrating local flair, forming local partnerships, and the importance of selecting talent who understand local cultures. Additionally, it stresses the need to maintain the core consistency of the brand, evaluate and adapt based on community feedback, create localized experiences, and monitor the economic viability of these efforts. The podcast culminates with reflective questions on how businesses can enhance their glocal approach, encouraging listeners to consider how they can blend branded experience consistency with the right amount of local flavor. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
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. Michelli's book Leading the Starbucks Way https://amzn.to/2IVRKg7, highlighting his Savor and Elevate principle. Listeners will hear about the impact of cultivating a business environment where every team member, without exception, exhibits an entrepreneurial zeal in delivering exceptional customer service. The podcast sheds light on the powerful cultural rituals at Starbucks, which are not merely symbolic but form the bedrock of the company’s values and aspirations. These rituals, such as coffee cuppings and imparting knowledge of coffee’s journey, are central to crafting a strong, united company culture. This episode emphasizes key strategies such as igniting product passion, cultivating a transcendent spirit among employees, implementing meaningful rituals that align with the company's mission, promoting experiential learning, reinforcing the company culture, and the critical evaluation and evolution of these rituals. It provides a deep understanding of how these elements contribute to an optimal customer experience and a robust company culture, as underscored by the insights of Triathlete Avinash Kushwaha on the profound influence of rituals in shaping business success. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. https://amzn.to/2Ge1dO8 The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchmark in customer experience. Joseph spotlights key elements such as: __ __ Michelli discusses how Zappos transformed its contact center from a cost center into a loyalty builder and revenue generator. This in-depth exploration provides valuable insights into how businesses can adopt similar practices to foster meaningful connections with their customers, enhancing engagement and loyalty. The episode serves as a guide for businesses aiming to elevate their customer experience by incorporating the proven strategies of a renowned customer-centric brand. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving interactions (as opposed to transactions) can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners with practical, actionable strategies to break down these barriers. Michelli emphasizes the importance of creating cross-functional teams, developing a unified customer view through CRM systems, empowering employees for issue resolution, and investing in cross-departmental training. The discussion is framed around the critical need for businesses to foster a culture where collaboration supersedes division, ultimately leading to enhanced customer loyalty and referrals. This episode serves as a guide for leaders seeking to navigate and dismantle internal silos to build a more cohesive, customer-centric organization. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.' Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimately outweighs mere speed. The episode examines how service velocity is about rapid actions and ensuring these actions propel customer service in the right direction. Referencing Gallup's research, the discussion centers on the customer preference for 'better' over 'faster,' highlighting the importance of thoughtful and thorough customer service. Listeners gain insights into balancing efficiency with customer need fulfillment, understanding customer preferences, and the critical role of feedback. The episode also explores how technology can be harnessed to enhance service while maintaining personalized care, ultimately advocating for a harmonious blend of speed, quality, and customer satisfaction. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share, or subscribe!
In this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty. Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six actionable tips for enhancing personalized customer experiences. These include: __ __ Through this episode, listeners gain an understanding of the importance of personalization in today's business landscape. Dr. Michelli emphasizes how technology, while impersonal, can be harnessed to enable personalized interactions that resonate deeply with customers. The episode is a guide for business leaders seeking to leverage personalization effectively to foster stronger customer connections and drive growth. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading the Starbucks Way, https://amzn.to/2IVRKg7 Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience. The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These principles highlight Starbucks' unique approach to creating a welcoming and familiar ambiance, building deep emotional connections with customers, and staying ahead in the market through thoughtful innovation. Michelli's insights reveal how Starbucks has created a customer-centric environment that resonates with patrons worldwide. The episode serves as a masterclass for businesses seeking to elevate their customer experience by balancing product excellence with genuine human connection, as exemplified by Starbucks' journey. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions. He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode offers Joseph's projections for 2024, including the anticipated rise of voice and conversational interfaces and augmented reality in retail. Dr. Michelli also addresses the growing importance of customer privacy and the expansion of self-service options. The episode will equip business leaders with insights and strategies to stay ahead in the customer experience domain, emphasizing the need for continuous adaptation and innovation in an ever-changing market. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season. Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activities that align with personal values, and being a peacemaker among friends and family. He emphasizes the power of small gestures like a sincere smile and recognizing the unique humanity in every customer interaction, advocating for creating joyous experiences for team members, customers, family, and friends. As Dr. Michelli shares these insights, he urges listeners to savor the present moment and cherish the holiday season with loved ones, marking the episode as a reflective pause and a warm conclusion to the year. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on personally engaging everyone they serve can contact him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share, or subscribe to it!
In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections. Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers. The installment provides insights into how an attentive approach by staff can significantly enhance the customer's shopping experience. It also addresses the importance of leadership in nurturing employees and customers during high-stress periods. Dr. Michelli advocates prioritizing customer understanding, selling experiences over products, and transforming retail spaces into inviting destinations. This episode guides leaders and business owners on maintaining a balance between achieving sales goals and creating lasting customer relationships during the bustling holiday season. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving interactions (as opposed to transactions) can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He presents a narrative underscored by his professional experiences, stressing the importance of businesses recognizing and staying true to their core strengths. By examining cases from renowned companies such as Apple and Disney, the episode underscores how a disciplined commitment to specific competencies can significantly enhance customer relationships. It provides actionable insights for listeners on streamlining and authenticating their service offerings. This episode arms leaders and teams with the know-how to craft a customer experience that not only meets but surpasses expectations, ensuring customer retention and satisfaction. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly. Another focal point is the effective use of social media, as demonstrated by a beauty brand that galvanized its customer base into brand advocates through consistent, authentic engagement on Instagram. Additionally, the episode covers the importance of understanding and refining the customer journey, with a home builder client's success story illustrating the benefits of journey optimization on customer engagement and recommendations. Empowering teams to innovate based on customer feedback is also highlighted, with insights from a technology startup's experience showing how internal feedback mechanisms can lead to better product offerings and increased sales. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and improve overall well-being. From leadership roles in fostering a culture of appreciation to the practical steps for cultivating gratitude within the workplace, this episode covers actionable strategies for organizations. This narrative illustrates that gratitude can lead to a more engaged, productive, and positively charged environment when woven into the fabric of a company's operations. The installment concludes with an invitation for feedback and engagement, emphasizing that gratitude is more than a response—it's a proactive approach to life and business. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second episode in a series highlights the union of human touch and technological resources across various stages of a customer's journey. In this installment, you will: __ __ The episode further segments the customer journey into awareness, consideration, sales, service, and referrals, emphasizing the complimentary roles of AI and humans at each phase. By its end, listeners are left contemplating how effectively they are merging human interaction and AI to enhance customer interactions. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
In this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era dominated by AI and technological advancements, businesses leverage these tools to address labor market challenges, inflation, and shifting consumer needs. Dr. Michelli breaks down the strengths of integrating AI into customer experiences: from enhancing efficiency to offering tailored personalizations. However, it's not just about the technology. The true magic happens when the human touch seamlessly integrates with these tools, leading to elevated customer satisfaction. From the vantage of the Michelli Experience, he touches upon the hesitations leaders have in seeking assistance and the crucial role of robust leadership in driving a balanced customer experience strategy. With a spotlight on the importance of organizational culture, this episode sets the stage for deeper discussions on the convergence of technology and human touch in future episodes. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on balancing AI & human service experiences can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 https://www.josephmichelli.com/blog. Additionally, those wanting guidance on naturally observing their customers can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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, https://amzn.to/2IVRKg7" 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 https://www.josephmichelli.com/blog. Additionally, those wanting guidance on developing effective customer-centric strategy can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, share or subscribe to it!
Navigating the intricate dance between AI and human service in the modern customer journey, Dr. Michelli shares the skill needed to blend these elements into optimum customer experiences. The current episode, the second in a series, spotlights the union of human touch and technological prowess across various stages of a customer's journey. This installment will help you: __ __ The episode further segments the customer journey into awareness, consideration, sales, service, and referrals, emphasizing the complimentary roles of AI and humans at each phase. By its end, listeners are left contemplating how effectively they are merging human interaction and AI to enhance customer interactions. Listeners can obtain a detailed infographic based on this podcast from Joseph's website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on merging human service and AI can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 https://amzn.to/2IU5iJd," 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 https://www.josephmichelli.com/blog. Additionally, those wanting guidance on increasing wow experiences can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, rate, comment, share or subscribe to it!
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 https://amzn.to/2IVRKg7," 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 https://www.josephmichelli.com/blog. Additionally, those wanting guidance on driving emotional connections with customers can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, share or subscribe to it!
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 https://amzn.to/2IU5iJd," 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 https://www.josephmichelli.com/blog. Additionally, those wanting guidance on enhancing memorable experiences can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, share or subscribe to it!
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 https://www.josephmichelli.com/blog. Also, feel free to reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it!
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 https://www.josephmichelli.com/blog. Additionally, listeners can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it.
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: __ __ To drive deeper emotional engagement with your offerings, Dr. Michelli provides resources on his website https://www.josephmichelli.com/blog and an open invitation for https://www.josephmichelli.com/contact further discussions. If you find value in this podcast, please LIKE, SHARE, or SUBSCRIBE to it.
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: __ __ Listeners can obtain a detailed infographic from his website https://www.josephmichelli.com/blog. Additionally, those wanting guidance on upholding their brand promises can reach out to him directly https://www.josephmichelli.com/contact. If you find value in this podcast, please like, share or subscribe to it!
