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
Where to listen?
Podcasts in the app Replaio Radio Coming soonPodcasts are coming to the app soon. Install now and be the first to see a whole new take on podcasts
Install for free
Android 5M+ downloads · 4.8 rating
iOS soon
Episodes
Taking Flight With Big Data – How’s Your Trip? 04.10.2018 4:55
Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.
Transforming Customer Experience with Partners: The Art of Not Going It Alone 27.09.2018 4:53
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences? 13.09.2018 4:35
Dr. Michelli discusses iterative and future backward customer experience design...
Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping 05.09.2018 4:15
In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
What Is A Persona And What Does It Have To Do With Customer Journey Mapping? 31.08.2018 4:18
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
Patiently Seeking Input to Guide Service Experience Design 23.08.2018 4:38
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
McDonald‘s Experience of the Future & Your Keys to Outstanding Experience Design 16.08.2018 4:43
In this week's episode, Dr. Michelli discusses the phases of experience design...
If Only Someone Had Told Me Sooner! 09.08.2018 4:11
Dr. Michelli discusses life lessons people wish they knew earlier...
Branded Customer Experience Delivery 02.08.2018 5:20
In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
Catching Great Leadership Skills 26.07.2018 4:21
Dr. Michelli discusses a business leader who unites, empowers, and transforms...
So Many Customer Experience Lessons – So Little Time! 19.07.2018 4:55
In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...
From Customer Journey Map to an Optimal Customer Journey Road Map 12.07.2018 4:28
In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...
Customer Journey Mapping and the Road Beyond 05.07.2018 4:46
Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...
Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear 21.06.2018 5:25
Dr. Michelli discusses how businesses can operate from the perspective of abundance...
Howard Schultz: A Leader, A Teacher, and An Inspiration 14.06.2018 5:44
In this week's episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz...
Practicing Otherness in a Selfish World 06.06.2018 4:27
In this week's episode, Dr. Michelli discusses helping others...
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize 30.05.2018 6:42
Dr. Michelli discusses some of the nuances between customer loyalty and repeat business... #customerloyalty #cxo
5 Things You Absolutely Must Do To be Customer-Centric 24.05.2018 4:07
In this week's episode, Dr. Michelli discusses the five key things you must do to be customer-centric...
You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don‘t Do This! 17.05.2018 4:24
In this week's episode, Dr. Michelli discusses five things you should not do in the name of customer experience...
Redesigning Process Improvement in the Age of AI & the Customer 10.05.2018 6:06
Dr. Michelli discusses how business leaders drive modern adaptive process... Read the blog post .
Social Media Influencers and Your Customer Experience 03.05.2018 6:36
In this week's episode, Dr. Michelli discusses why many brands have softened their traditional media buys and have focused instead on paying influencers to position products.
Starbucks Store Closings for Training: Déjà vu and You 26.04.2018 5:23
In this week's episode, Dr. Michelli discusses the history of Starbucks closing for training sessions...
Starbucks, Challenges and Opportunities in Philadelphia 19.04.2018 6:03
Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them out?
Waiting for Your Email: For the Good of Humanity, Please Reply 12.04.2018 5:23
In this week's episode, Dr. Michelli discusses how to take your service communication to the next level.
Similar podcasts
Listen to the Customer Experience University - Winning Loyalty & Engagement One Customer at a Time podcast in Replaio
Radio and podcasts in one app - free, with no sign-up. Install today and do not miss the launch
Replaio is not a podcast publisher; show names, artwork and audio belong to their authors and are distributed through public RSS feeds.
