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This podcast handles the delicate subject of smelly things, painful bits and other interesting stuff: A frank and down to earth talk about the little things that confront we ladies as we get older, as well as some of the difficulties our gentlemen friends have in their autumn years. Gabi pulls no punches in this talk but also welcomes questions and comments about personal experiences. We are all different and nobody knows everything.
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Ep. 4 Tantra and a quick look at anal sex.
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Diving into some nitty gritty here with the sumptuous subject of all wonderful things Tantra can do for your love life and sex life, I include tips and tools but the clincher for this episode is the discussion about anal sex. This is not just a discussion for LGBTQ + etc., it is as much for we girls with our menfolk and how do we include anal sex f…
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Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth
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In this episode, Dr. Michelli explores the intriguing partnership between Starbucks and Mercedes-Benz (two brands with which he's worked and written books about), focusing on their collaborative effort to expand electric vehicle (EV) charging facilities. This alliance aims to install high-power EV chargers at over 100 Starbucks locations along a ma…
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In episode 2 we look at the awkwardness of smelly bits that we find in our nether regions. Girls have problems of their own, and mostly we know how to deal with them, but episode deals with pain that we sometimes experiences as we get older and they are not the everyday things that most have to handle. then of course, we the boys, and the things th…
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Ep. 1 Are you really who you think you are?
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When you find out at the age of 34 that you are not who you have always thought you were, everything you ever believed comes into question. Have you parents really lied to you all your life? When I discovered this on my quest to emigrate to Australia with my husband and two small boys, my life changed for ever. But the one thing that never changed …
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In Episode 3, i look at all the ways we can take care of ourselves in our waning years, and of course, the many years before. We cannot rely on having a partner to satisfy our needs, even though sometimes we do.... how lovely! But when we don't what can we turn to. This episode discusses masturbation, nice little implements we can use on our own or…
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Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping
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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…
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Valued but Not Equal - A Case for Customer Segmentation
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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…
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Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)
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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…
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Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2)
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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…
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Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2)
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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…
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Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2)
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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…
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Autonomy and Guidelines - The Art of Front-Line Empowerment
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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…
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Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy
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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…
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Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
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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…
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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…
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Navigating Challenges: Lessons from Starbucks' Recent Performance Miss
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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…
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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…
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It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance
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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 …
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It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members
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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…
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Turning Customer Disappointments into Delight: Tips for Business Leaders
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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,…
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Driving Customer Loyalty by Zigging When Others Zag
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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…
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Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer
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In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership an…
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Scaling Your Business with Customer Magic - Part 2
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This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consisten…
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Scaling Your Business with Customer Magic - Part 1
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This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, drive…
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The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog
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This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Te…
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Navigating Growth and Innovation: Insights for Your Business
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This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encoura…
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Injecting Fun into Your Business Culture: A Lesson from Zappos
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This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily…
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