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
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Podcast website
Latest episode
Jul 10, 2026
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Episodes
Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success 12.10.2017 3:40
In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...
The Risk of Excellence: Avoiding Customer Experience Mediocrity 05.10.2017 5:07
To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.
Not Just Fast: Understanding a Responsive Experience 28.09.2017 4:28
In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries...
Keeping Your Audience’s Attent…Look There’s a Squirrel 21.09.2017 3:46
Dr. Michelli, discusses attention span and why communication should be viewed as an interruption...
When It Matters Most: Customer Experience With the Fury of a Hurricane 15.09.2017 3:42
In this week's episode, Dr. Michelli discusses human nature during a natural disaster...
Shedding Your Implicit Bias: It’s Time for Design Thinking 07.09.2017 5:32
Dr. Michelli discusses how design thinking can help uncover implicit biases...
Leading with the GOOD: A must have for customer experience success 31.08.2017 3:39
In this week's episode, Dr. Michelli discusses how to be a human-centric organization...
Big Data to the Rescue of the Passenger Experience? 24.08.2017 4:23
Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...
Guilt or Greatness? Associations that Affect Customer Perception 18.08.2017 4:27
In this week's episode, Dr. Michelli discusses the power of associations for your brand...
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging 10.08.2017 4:04
In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...
Recovering Business Trust: Listen, Admit, Apologize, Fix 03.08.2017 3:58
Dr. Michelli discusses building trust with your customers ...
High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders 27.07.2017 4:39
In this week's episode, Dr. Michelli discusses driving trust and engagement levels in your workforce...
Winning Customer Experience – Simple Matters of Trust 20.07.2017 6:10
Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy....
CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information 13.07.2017 5:00
Dr. Michelli discusses in this week's episode whether or not a Chief AI Officer is needed in businesses...
Customer Value - Expanding Across the 12 Standard Forms of Value 03.07.2017 5:42
In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....
Customer Experience and Value Add: Make it Personal, Emotional, and Sensory 29.06.2017 4:05
In this week's episode, Dr. Michelli discusses emotional value in customer experience...
Customer Experience Creation: Give ’em a Reason to Hire and Keep You 23.06.2017 3:49
In this week's episode, Dr. Michelli discusses the human value in customer experience...
Customer Experience Speaker, Consultant, Author OR…A Robot 15.06.2017 3:58
Dr. Michelli discusses the likelihood that various jobs will be replaced by a robot...
Service Delivered: Timeless Change! 09.06.2017 5:07
In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “to be new again"...
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES 01.06.2017 4:50
In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...
Once Upon a Time People Assisted One Another… 26.05.2017 3:26
In this week's episode, Dr. Michelli discusses the future of service...
Transforming Optimism on Transformation 18.05.2017 4:57
Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs 11.05.2017 3:52
In this week's episode, Dr. Michelli discusses customer experience tradeoffs...
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery 04.05.2017 3:16
Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles 27.04.2017 3:42
In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...
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