Best Michellie Podcasts (2024)

1
Prioritizing Customer Care for Success With Jospeh Michelli 23:47

3h ago23:47

23:47

"It's your job to understand what the customer's biggest issue is and connect them with the right resource."- Joseph Michelli Joseph Michelli, an internationally sought-after speaker, author, and organizational consultant, shares his journey from working at a fish market to becoming a customer experience expert. He emphasizes the importance of crea…

1
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping 4:40

14h ago4:40

4:40

In this episode, Dr. Michelli delves into the critical importance of perspective in understanding customer interactions with products and services. He explores the concept of being too close to a process to assess it objectively, highlighting the need for businesses to step back and view their offerings through the eyes of their customers. Dr. Mich…

1
Valued but Not Equal - A Case for Customer Segmentation 4:17

6h ago4:17

4:17

In this episode, Dr. Michelli addresses the nuanced reality that while customers may not always be right or contribute equally, they invariably pay the bills. He explores the diverse approaches of business leaders towards customer prioritization, echoing Peter Drucker's principle that businesses exist primarily to "create a customer," and through t…

1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

11h ago49:29

49:29

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…

1
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) 4:12

5d ago4:12

4:12

In this episode, Dr. Michelli delves deeper into the principles of authentic customer experiences, building on insights from his interactions and writings on legendary brands like Ritz-Carlton, Zappos, and Starbucks. He emphasizes the need for extraordinary customer service that consistently exceeds expectations through creativity, presence, kindne…

1
The Power of Referrals in Generating Qualified Leads with Catherine Brown 43:47

15d ago43:47

43:47

"Referrals are a powerful tool because they have already done a lot of the qualifying for you."- Catherine Brown Summary Catherine Brown shares her journey from being a technical recruiter to running a cold calling company and eventually becoming a sales trainer. She emphasizes the importance of referrals and building relationships in sales. Cather…

1
Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2) 4:06

12d ago4:06

4:06

In this episode, Dr. Michelli explores the impact of authentic service and how brands like Zappos have set a high standard for customer care that many aspire to emulate. He draws from his book "The Zappos Experience" and examples from social media to illustrate how genuinely caring service can transform a customer's perception and loyalty. Focusing…

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2) 3:12

22d ago3:12

3:12

In this episode, Dr. Michelli continues to delve into the vital role of "peace of mind" in shaping superior customer experiences. Building on previous insights, he outlines actionable strategies that businesses can implement to enhance customer ease, drive loyalty, and distinguish themselves from the competition. Dr. Michelli discusses the importan…

1
How Lifelong Learning and Soft Skills Contribute to Sales Success with Kristie Jones 33:27

20d ago33:27

33:27

"Good salespeople can't outsell a bad product or half-baked or non-existent processes."- Kristy Jones (Author- Sell Your Way IN") In this episode, Kristy Jones, author of 'Sell Your Way In', shares her insights and expertise on sales and business. She emphasizes the importance of identifying 'ugly babies' in business and addressing them head-on. Kr…

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2) 4:05

1M ago4:05

4:05

In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for business…

1
Autonomy and Guidelines - The Art of Front-Line Empowerment 4:19

1M ago4:19

4:19

In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need fo…

1
Understanding Customer Needs to Build Lasting Relationships and a Strong Foundation in Sales with Karen Kelly 33:17

1M ago33:17

33:17

"Failure is part of the journey and to have that resiliency and along the way, like the growth and the revenue that I made up has tripled the initial loss."- Karen Kelly Karen Kelly shares her journey from wanting to be a doctor to becoming a successful sales professional. She emphasizes the importance of having a strong foundation, whether it's th…

1
Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution 37:17

1M ago37:17

37:17

Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…

1
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy 5:14

2M ago5:14

5:14

In this episode, Dr. Michelli delves into the pervasive presence of marketing messages in our daily lives and how businesses can transform their communication from ordinary to extraordinary. Drawing inspiration from Saatchi & Saatchi's concept of "Lovemarks" introduced in Kevin Roberts' book "Lovemarks—The Future Beyond Brands," this discussion foc…

1
The Power of Storytelling in Sales with Shawn Cook 24:04

2M ago24:04

24:04

"We should be focused on facilitating buying processes rather than trying to sell."- Shawn Cook Summary In this episode of the Transform Sales Podcast, Wesleyne interviews Shawn Matthew Cook, the founder of SMC Sales. They discuss Shawn's journey into sales, the importance of trust in sales, and how to become a trusted advisor to buyers. They also …

1
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership 35:34

2M ago35:34

35:34

Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…

1
Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience 25:08

2M ago25:08

25:08

In this expanded episode, Dr. Michelli interviews Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. Their conversation delves into Bill's customer-centric journey and how his foundational roles within the company shaped his approach to customer experience excellence. Starting from his early days i…

1
Strengthening Teams Through Recognition 4:25

2M ago4:25

4:25

In this episode, Dr Michelli explores the profound impact of recognition on employee engagement and customer satisfaction, as illuminated in "The Carrot Principle" by Adrian Gostick and Chester Elton. Research shows that companies with robust recognition practices see significantly higher returns on equity and better performance metrics across empl…

1
Investing in Yourself: The Key to Success With Feras Alhlou 36:36

2M ago36:36

36:36

"If you happen to be laid off or you know someone who's laid off, it is hard, acknowledge that, mourn for a couple of days, but then you just gotta get yourself back up and go out and just knock on doors."- Feras Alhlou Summary Feras Alhlou shares his journey from a painful layoff to founding and scaling businesses in Silicon Valley. He emphasizes …

1
Navigating Challenges: Lessons from Starbucks' Recent Performance Miss 5:02

3M ago5:02

5:02

In this episode, Dr. Joseph Michelli examines Starbucks’ recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to a…

1
The Art of pARTnership: Maximizing Win/Wins 5:11

3M ago5:11

5:11

In this episode, Dr. Michelli explores the art and science of stakeholder management, inspired by research for an upcoming 2025 book release. The podcast presents a quote from Mother Teresa, setting the tone for discussing collaborative success among diverse stakeholders. Listeners are introduced to several analytical frameworks that aid in underst…

1
Creating a Frictionless Customer Journey with Cinthia Silva 29:43

3M ago29:43

29:43

Cinthia Silva shares her career journey from finance to customer success and the importance of sales training and self-improvement. She emphasizes the value of onboarding and creating a frictionless customer journey. Cinthia also highlights the significance of communities in personal and professional growth. She discusses the role of customer succe…

1
It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance 4:58

3M ago4:58

4:58

In this episode, Dr. Michelli addresses burnout across various professions, highlighting its detrimental effects on employee health and productivity. As explored in Joseph's research for an upcoming book on a major healthcare client, burnout rates, including a notable 90% rate among primary care providers, necessitate urgent action from leadership …

1
It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members 4:49

3M ago4:49

4:49

In this episode, Dr. Michelli explores the art of small talk and its pivotal role in fostering deeper connections in personal and professional settings. The discussion begins with a personal anecdote about overcoming social awkwardness and learning the actual value of small talk—not merely as conversation filler but as a fundamental tool for engage…

1
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience? 32:17

3M ago32:17

32:17

Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…

1
Striking a Balance in Leadership with Rodrigo Manjarrez 32:50

3M ago32:50

32:50

Summary Rodrigo Manjarrez shares his career journey from wanting to be a firefighter to working in sales and entrepreneurship. He emphasizes the importance of passion and developing employees. Rodrigo discusses the benefits and challenges of working in large corporations and startups. He highlights the need for balance and happiness in one's career…

1
Turning Customer Disappointments into Delight: Tips for Business Leaders 3:39

4M ago3:39

3:39

In this episode, Dr. Michelli delves into proactive customer service and service recovery. The podcast outlines practical strategies to ensure businesses consistently anticipate and meet customer needs, transforming potential frustrations into opportunities for loyalty and advocacy. Listeners will learn the importance of creating feedback channels,…

1
Driving Customer Loyalty by Zigging When Others Zag 3:51

4M ago3:51

3:51

This episode explores the strategies behind Macquarie Technology Group's success, as detailed in Joseph's new book "Customer Magic." It underscores the necessity for organizations, regardless of size, to create value through people, process, and technology. Macquarie exemplifies how challenging the status quo, focusing on customer-centricity, and o…

1
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done 33:48

4M ago33:48

33:48

What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practica…

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