THE BEST OF THE BEST: THE ART OF EXCELLENCE with Joseph Michelli

Introduction

Welcome to a transformative episode of the CX Goalkeeper Podcast , where we delve deep into the nuances of customer experience with Joseph Michelli, Ph.D. , a distinguished authority in the field. Known for his strategic insights, Joseph has helped guide companies like Starbucks, Zappos, and Mercedes-Benz toward creating impactful customer interactions.

About Joseph Michelli

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

www.josephmichelli.com

https://twitter.com/josephmichelli

https://www.dhirubhai.net/in/josephmichelli

https://www.facebook.com/TheMichelliExperience/

https://www.tiktok.com/@josephamichelli

Why You Can't-Miss This Episode

Discover how Joseph Michelli's approaches can redefine your understanding of customer service:

• Expert Insights: Direct from a leader who has shaped service strategies at the world's top companies.
• Strategic Impact: Learn about transformative strategies that you can apply directly to your organization.
• Inspirational Stories: Joseph shares compelling examples of customer experience excellence that will inspire and motivate.

Episode Summary

In this episode, Joseph Michelli discusses the core elements that constitute exceptional customer experiences and how organizations can implement these elements effectively. The conversation spans from philosophical insights to actionable strategies, making it essential listening for anyone committed to elevating their service game.

The Top 3 Key Learnings

1. Service as a Philosophy: Service isn't just a department, it's the philosophy that should drive your entire business.
2. The Power of Delight: Unexpected delights not only please customers but also create lasting loyalty and differentiate your brand.
3. Cultural Integration: Real-world strategies for embedding a customer-centric mindset throughout your organization.

Top 3 Quotes

1. "Service serves us. When we focus on serving others, we ourselves are served." - Joseph Michelli
2. "We're not in the coffee business serving people, we're in the people business serving coffee." - Insights on leadership from Starbucks.
3. "Create value for another human being, and they will value you." - Joseph Michelli

Episode Breakdown

00:00 Introduction

01:15 About Joseph Michelli

03:00 Importance of Foundational Service Values

06:30 How Delight Transforms Customer Perception

10:00 Strategies for Corporate Customer-Centricity

14:00 Enhancing Service with Technology

18:00 Joseph's Core Principles for CX Success

22:00 Joseph’s Final Insights and Advice

Engage with Us

Did this episode inspire you? We’d love to hear your thoughts. Share your feedback in the comments below, and don’t forget to like, subscribe, and share this post with others who might find it beneficial.

Stay Connected

• Apple Podcasts: Listen Here
• Spotify: Follow Here
• YouTube: Watch More Episodes