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
A Contrarian View on the United Airlines Customer Nightmare 20.04.2017 6:25
In this episode, Dr. Michelli discusses the role we all have in customer experience...
Letting People Your Customers Care About Know About Brands That Care About Them 13.04.2017 4:44
In this week's episode, Dr. Michelli discusses five steps to getting more referrals...
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy 07.04.2017 3:48
In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...
Back with an Apology: Rare Rewards of Service Professionalism 31.03.2017 3:48
Dr. Michelli discusses lessons from an atypical apology...
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru? 23.03.2017 3:17
In this week's episode, Dr. Michelli discusses mobile ordering...
Revisiting Convenience – Lessons from H20 17.03.2017 5:28
In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...
When The Customer Is Wrong – Should The Business Be Right? 09.03.2017 4:06
In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences 02.03.2017 4:13
Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...
All Business is Personal – Consistency with a Twist 23.02.2017 3:35
In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...
It’s Viral, It’s Video Storytelling – Live Visuals Rule 17.02.2017 2:56
In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...
The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI) 07.02.2017 3:27
In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery. He also challenges listeners to "add value" through humanity and "ease" through automoation...
Are You Up for the Human/Tech Challenge? 02.02.2017 3:37
In this week's episode Dr. Michelli, discusses integrating human and technology based service...
Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic 26.01.2017 4:27
In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricity...
Is Business a Game? Customer Experience Lessons from Gaming 23.01.2017 3:43
Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors 12.01.2017 3:34
In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...
Customer Experience Excellence – The Science and the Craft 06.01.2017 2:51
Dr. Michelli, discusses why you should use customized customer service training tools as a guide only...
Customer Resolution 2017 – Perfect Experiences 29.12.2016 3:16
In this week's episode, Dr. Michelli discusses setting a new standard for experience delivery...
Do’s and Don’ts for a Human and Humane Holiday Experience 22.12.2016 3:12
Dr. Michelli discusses how to create humanity-rich experiences this time of year...
It’s Not Easy Enough: Simplifying the Experience 16.12.2016 2:29
In this week's episode, Dr. Michelli discusses ways in which technology is making the customer experience easier...
Nailing the Numbers – Your Future Equals Your Customer Experience 09.12.2016 2:38
Dr. Michelli, discusses relevant customer experience statistics...
Legacy Schmegacy – What Will You Be Known For? 02.12.2016 2:50
In this week's episode, Dr. Michelli discusses leaders identifying their "one big thing"...
Thanksgiving & Your Business Year-Round 23.11.2016 4:17
In this week's episode, Dr. Michelli discusses expressing gratitude in business...
From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance 17.11.2016 2:24
Dr. Michelli, discusses shifting prospective customers interest into a buying conversation...
Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled 10.11.2016 2:40
In this week's episode, Dr. Michelli discusses the promises your business makes to customers who choose to engage with your brand...
Connecting With The Need To Connect: Watching People Eat Online 03.11.2016 2:53
In this week's episode, Dr. Michelli, discusses connecting to the higher needs of your customers...
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