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
How to Get a Solid Return on Workplace Fun 06.02.2014 2:32
In this week's podcast Dr. Michelli talks about how Zappos creates fun in the workplace...
PHENOMENAL Marketing Systems by Howard Partridge 04.02.2014 3:55
In this week's podcast Dr. Michelli shares phenomenal marketing insights from Howard Partridge, president of Phenomenal Products...
If You Don’t Have Passion for Your Product, Why Should Your Customer? 23.01.2014 2:55
In this week's podcast find out how Starbucks fosters a spirit of passion into their culture...
A Case Study for 2014 -Learning from Legendary Leaders 10.01.2014 3:31
Do you know what holacracy is? Check this week's podcast to find out how it my affect your business....
Making it Right: Turning Breakdown Experiences into Forever Customers 02.01.2014 4:17
Dr. Michelli discusses why mistake recovery has substantial impact on customer perceptions and on the future purchases of those consumers...
How to Speed-Train Seasonal Employees 26.12.2013 2:48
Dr. Michelli describes how Starbucks delivers consistent experiences to their customers time and time again...
They Want to Talk – Do You Want to Listen? How to Learn from Customers 19.12.2013 3:59
Dr. Michelli shares how Starbucks gathers and analyzes feedback from customers about suggested improvements and innovations...
Five Points for Perfecting Customer Interactions 02.12.2013 2:58
Dr. Michelli shares five points to ensure you are optimizing every opportunity to communicate with your customers ...
How to Create Seasonally Relevant Customer Experiences 22.11.2013 3:18
In this week's episode Dr. Joesph Michelli talks about what you can learn about seasonal customer experiences from Starbucks...
Why having a heart for Military Veterans matters! 10.11.2013 2:44
Dr. Michelli celebrates military veterans and encourages your business to have a heart....
Customer Experience Musts - Telling Us What They Want 29.10.2013 1:29
Dr. Michelli addresses the role of customer input in effective business innovation....
Customer Experience: Is it caring or speed? 29.10.2013 1:24
What matters more to customers "speed" or "caring?" Dr. Michelli addresses research and reality when it comes to these important aspects of customer experience....
Challenging Awakeness: From Favorite to Former 29.10.2013 1:43
Dr. Michelli challenges you to look at whether you challenge the "awakeness" of your team members....
Tweet a Coffee? Mobilize the Connection 29.10.2013 1:27
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mobilize the connection."
Meeting Customer - Your Road to Success 10.10.2013 2:23
Sharing frrom his new book Leading the Starbucks Way , Dr. Michelli helps you find opportunities to embed your products and services more deeply into your customer's lifestyle....
Is it loyalty or buying customers? 29.09.2013 2:50
This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribery....
Courting, Dating and Loving - A Customer Experience Journey? 26.08.2013 2:28
Borrowing from concepts in his book Leading the Starbucks Way, Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of customer relationships....
That Nonreplicable ”Something Else” 16.08.2013 3:57
Dr. Michelli shares how Starbucks leaders seek to deliver the differentiators that separate them from the innovators.
Passion Drives Purchase 03.08.2013 3:05
This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow 27.07.2013 3:01
Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon , Barnes and Noble , and CEO Read . You can request a preview by clicking this link and typing "Exclusive" in the Subject Title.
Guilty as Charged - Seeking Consistency 18.07.2013 2:18
In this week's podcast Dr. Michelli discusses the challenges of consistently approaching tasks across the scope of your business. While acknowledging shortcomings at The Michelli Experience, he also encourages you to look for consistency opportunities in yours...
Finding your Customer Experience Core! 22.02.2013 1:25
Dr. Michelli helps you determine your core customer experience...
The Human Experience - Lessons from bedside in the ICU 11.01.2013 1:30
Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.
Can you handle the truth about social media hype? 10.09.2012 1:53
Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...
Connecting People to a Culture of Connection 07.09.2012 1:31
Are you building a "culture of connection" for your team? Dr. Michelli explores the issue in this week's podcast....
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