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..
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
2w ago
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 thoroug ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
3w ago
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 Jo ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
1M ago
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 inn ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
1M ago
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 recogn ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
1M ago
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.
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:
the importance of a warm greeting,
creating personal emotional connections,
resourceful service,
effective information exchange, and
memorable conclusions to customer interactions ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
2M ago
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 ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
2M ago
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 ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
2M ago
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:
defining the target audience,
developing detailed customer profiles,
analyzing existing data for insights,
identifying key touchpoints,
testing personalized content, and
measu ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
2M ago
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, 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 dee ..read more
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
3M ago
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 ..read more