Dr. Joseph A. Michelli
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michell...
Author
Dr. Joseph A. Michelli
Category
Podcast website
Latest episode
Jul 10, 2026
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Episodes
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity. 06.04.2018 3:47
In this week's episode, Dr. Michelli discusses the war of words between Apple and Facebook...
My crystal ball says winning experiences will deliver 29.03.2018 4:05
In this week's episode, Dr. Michelli discusses the future of customer experience delivery...
Goodbye Toys “R” Us and Hello Your Sustainability 22.03.2018 5:30
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? 15.03.2018 5:05
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? 08.03.2018 5:16
Dr. Michelli discusses key business trends that determine success...
Everyone Has a Platform: Are You Training For that Reality? 01.03.2018 5:12
In this week's episode, Dr. Michelli discusses the influence we all have...
Customer Centricity is MORE than Customer Experience 22.02.2018 5:27
In this week's episode, Dr. Michelli discusses the difference between customer-centricity and customer experience...
The Robots are Here and There is Fear 15.02.2018 4:08
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 09.02.2018 4:54
Dr. Michelli discusses customer experience lessons from the advertising industry...
Empathic Design – As Close to the Holy Grail as You Can Get 25.01.2018 4:45
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 18.01.2018 4:21
In this week's episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access...
Technology – Panacea or Tool? 12.01.2018 4:07
Dr. Michelli discusses how technology should address human needs when used in customer experience...
Supercharge Your Business by Letting Go 05.01.2018 4:22
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 29.12.2017 5:03
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 21.12.2017 3:57
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 15.12.2017 3:38
In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...
Complexly Simple – Success Can Breed Mediocracy 07.12.2017 6:01
Dr. Michelli discusses how the fear of change can hinder your business...
Please Ask My Opinion BUT NOT TOO MUCH 30.11.2017 5:44
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 22.11.2017 4:46
Dr. Michelli discusses sustainable ways for businesses to thrive...
What’s Your Signature? 16.11.2017 5:05
In this week's episode, Dr. Michelli discusses the importance of defining brand moments...
Gratitude is a Customer Experience Differentiator 10.11.2017 5:52
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 03.11.2017 5:27
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” 26.10.2017 5:19
Dr. Michelli discusses retaining Boomer customer loyalty...
Lead People Not Technology: Interacting to Succeed 19.10.2017 4:37
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 le...
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