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
Happiness is not an app on a mobile phone 05.05.2016 2:34
In this week's episode, Dr. Michelli, discusses the art of messaging...
Being a “Yes and” Person in a “No but” World 28.04.2016 2:48
Dr. Michelli discusses improv principles that can help your customer experience...
How are your POPS and PODS doing? 21.04.2016 3:12
In this week's episode, Dr. Michelli, discusses points of distinction in the customer experience...
FACE It: You Should Improve Your Customer Experience 14.04.2016 2:30
Dr. Michelli, discusses crafting customer-centric solutions...
Running with a 92 Year Old Man: Lessons in Living and Serving Fully 07.04.2016 4:49
In this week's episode, Dr. Michelli discusses purpose, mastery, and autonomy...
Through the Mirror of Your Customer 31.03.2016 3:30
Dr. Michelli, discusses in this week's episode disruptive innovation...
Predictability in an Unpredictable World: Consistency and the Power of Brand 24.03.2016 2:20
Dr. Michelli, discusses what customers are looking for in brands more than anything...
Which Should Come First? 17.03.2016 2:42
In this week's episode, Dr. Michelli, discusses whether employees or customers should come first...
Not Hand Size – Heart Size: The Art of Engagement and Loyalty 10.03.2016 3:28
Dr. Michelli discusses a company ranking high on the Fortune magazine “Best Companies to Work For” List...
5 Things a Service Professional Should Never Say 18.02.2016 3:05
In this week's episode, Dr. Michelli, discusses words/phrases team members should remove from their vocabulary...
Soliciting and Using Customer Feedback: Learning Without Annoying 11.02.2016 2:33
In this week's episode, Dr. Michelli, discusses how to effectively listen and act on the feedback provided by customers...
Trembling: Being Accountable to the Customer 04.02.2016 3:55
Dr. Michelli discusses what happens if you aren't accountable to your customer...
Leaving a Leadership Legacy 01.02.2016 4:33
In this week's episode, Dr. Michelli, discusses leaving a leadership legacy...
The SDI’s of Millennials 21.01.2016 3:51
Dr. Michelli talks about how you can engage Millennials and earn their customer loyalty...
Memorable WOW Experience Held Together by Coffee Stir Sticks 14.01.2016 3:05
In this week's episode, Dr. Michelli, discusses how you can wow customers without spending a dime...
Keys to Customer Experience Excellence 04.01.2016 4:11
Dr. Michelli, tells how a specific acronym can be useful to delight your customers...
Awaken the Force: Six Powerful Commitments for 2016 30.12.2015 4:10
In this episode, Dr. Michelli, discusses making commitments rather than resolutions in the new year...
The Cost of Serving Well 06.08.2015 1:23
In this week's episode Dr. Michelli discusses the cost of being nice...
Are your property values up? Thank Starbucks 17.02.2015 2:16
In this week's episode, Dr. Michelli, the phenomena of rising property values near Starbucks stores...
Would you have your wedding at Starbucks? Becoming a Beloved Brand 20.01.2015 2:20
In this week's episode, Dr. Michelli, discusses people getting married at Starbucks...
Human and Automated: Customer Experience Management at Its Best 17.12.2014 1:57
Dr. Michelli discusses the use of an integrated solution to impact customer experience...
Holiday Relationships – Focusing on More than the Sale 10.12.2014 2:22
In this week's episode, Dr. Michelli, discuss the hustle and bustle of the holiday season...
Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points 21.11.2014 1:23
In this week's podcast, Dr. Michelli discusses how Starbucks implements technology...
It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience 14.11.2014 2:03
In today's podcast, Dr. Michelli discusses longevity in the customer experience...
Segment Your Service Experiences! 11.11.2014 1:37
In this week's podcast, Dr. Michelli talks about the various frequency categories for customers...
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