Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers. Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more. The host ...
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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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Customer Engagement Radio
Ray Stendall chats with Shep Hyken, Marshall Goldsmith, Jill Konrath with inspiration from Steve Jobs, Zappos, Nordstrom, Walt Disney, Lexus, Ritz Carlton
Business Solutions
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Build Your Life Into The One You Want Destiny is debatable. But the filter through which you view your circumstances is 100% up to you. Whether you wake up in your own bed, a luxury suite at the Ritz-Carlton, or in a hospital, don’t wait to start building your life into the one you want! (Formerly Ambiguously Blind)
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Welcome to the SANGU STORIES podcast by The Ritz-Carlton Maldives, Fari Islands. Sangu, conch shells were ceremoniously blown to announce special news in the ancient Maldives. Inspired by this beautiful tradition, we have created Sangu as the voice of the island. The Ritz-Carlton Maldives is located on the Fari Islands, an archipelago of three-integrated luxury brands - The Ritz-Carlton Maldives, Patina and Capella, redefines the luxury landscape of the Maldives, offering both social and ser ...
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Travel Channel's Anthony Melchiorri and hotel industry expert Glenn Haussman empower your business, your career and your life.
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Host Shane Green invites well-known company culture gurus onto his podcast to discuss cutting-edge cultural mechanisms to refresh and reframe company cultures. He also speaks with technology companies about the best tools on the market for culture-focused companies. Subscribe now to find out who Shane is interviewing next week! A world-renowned keynote speaker, author of Culture Hacker, and television personality, Shane Green is a business magnate who consults global Fortune 500 leaders on c ...
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A fascinating true crime podcast dissecting everything from a misdemeanor to a murder. Hosts: Jason Connell, award-winning documentary producer & true crime junkie, & Sal Rodriguez, comedian & toy expert/collector.
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This is my podcast. I have worked in brands like The Ritz-Carlton, Rosewood, Kempinski and 2 Michelin stars restaurantes in 8 countries. I am currently doing the level 4 of WSET in London and own a small business downtown Porto where I do proper wine tasting experiences. People learn here. I also own a small vineyard producing weird Alvarinhos, and traveled to 22 countries. This might be about wine, hospitality or whatever comes up in my minds. Hope you find it useful somehow. I do believe t ...
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Tony Built’s career as a DJ/Video DJ spans 18 years, including residencies at Splash, XL Nightclub, Bartini, Boxers Bar, The Ritz, and SPIN NY 23 in Manhattan. As well as,10 seasons as a resident DJ/VJ every Sunday night (where Tony created, produced and lauched the original Showtunes Sunday) in The Pines on Fire Island. He has also worked there in multiple venues including the legendary Pavilion and the Blue Whale. Tony has played multiple parties, as both DJ & VJ aboard ship for RSVP Vacat ...
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Welcome to the Delighted Customers Podcast, your go-to resource for practical insights and thought leadership in enhancing customer experiences. Recently ranked in the top 20 on Apple’s Management charts in the US, we bring you discussions with top experts aimed at empowering leaders to elevate customer experience.
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A an award winning podcast that goes Behind The Veil that provides insight into the world of weddings and events. From Mental Health and Wedding Planning to Vendor Meals - A Right or a Privilege, to singers on tour, and even a few famous people. There is nothing we won't tackle! Bringing in the worlds best vendors to provide true, honest, and real advice. The shows are always live, and always unedited.... so you never know what someone is going to let slip out! Host: Keith Willard - Owner of ...
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The Hip 2 Health brand emerged from a journey marked by resilience and determination. It all began when my wife grappled with persistent health challenges, relentlessly seeking to rekindle the vitality she once enjoyed during our time in the Islands. Simultaneously, I found myself immersed in the world of corporate wellness coordination, working with renowned brands like Ritz Carlton, AON, law firms, banks, and many others to enhance their well-being programs. Upon relocating to America, we ...
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3GEN is an engaging exploration of highly effective leadership, culture, and values in the workplace. The dynamic multi-generational trio of Rick Olson, Joe McCarthy, and Jon Weirauch elicit real-world stories and insights from many of the world's top professionals.
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Everyone has a story about failure; even successful people. Listen to frank discussions with artists, executives, entrepreneurs, actors, entertainers, and more, about failures of all sorts and how they turned their failures into successes. AOF provides helpful advice for young people (99 and under) on how to find art in our “failures.” Guests include: William Wegman; Adam Liptak, Kevin Allison (RISK! podcast), Michael Finkel, Beri Smither, Bonin Bough, Christina Sass and Rudy Garcia Tolson, ...
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Tactics, strategies, and stories of world-class founders. Hosted by Justin Gordon.
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Join Cory and Chad Fischman, general contractors and accomplished entrepreneurs based in South Florida, as they share their extensive knowledge and real-world experiences in the field of entrepreneurship. Through their informative and engaging conversations, you'll gain practical tips and insights on managing projects and teams, overcoming everyday obstacles, and achieving your business goals. Whether you're a seasoned pro or just starting out, the Brothers Contracting series offers valuable ...
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Welcome to The Daily Life with Jocelyn and Alex where we talk about struggles in our life as college students and the daily life of us trying to know what we want to do with our life after school. Everyday there is something new to our life.
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This podcast is focused on one night Rving in Georgia. I will record onsite at a variety of events and campgrounds here in Georgia and other Southeastern states. In 2019 as a family we are planning to spend a lot of time at The Georgia National State Fair Grounds RVing there for one night while attending a host of events they have from livestock shows, dog shows and anything else we find of interest. For us its about ease of being onsite at our favorite events. If this appeals to you to list ...
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793: Navigating Hotel Development Evolution w Vision's Mitch Patel
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We discuss current trends and challenges in the hospitality industry with Mitch Patel, CEO of Vision Hospitality Group, focusing on the rise of extended stay hotels, innovative development strategies, and the importance of creating memorable guest experiences. Mitch shares his expertise on: Extended Stay Success: Why extended stay properties have b…
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Just Curious Media Celebrates 5-Year Anniversary
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That's A Crime Episode 82: Just Curious Media Celebrates 5-Year Anniversary Jason Connell and Sal Rodriguez celebrate the 5-Year Anniversary of Just Curious Media! Recorded: 06-17-24 Studio: Just Curious Media Listen: Buzzsprout Apple Podcasts Spotify Google Podcasts Amazon Music iHeartRadio TuneIn Watch: YouTube Follow: Facebook Instagram Hosts: J…
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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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#97: The Future of Customer Experience: AI and Actionable Data with Ken Peterson, President, QuestionPro Customer Experience
32:56
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Ken Peterson is the President of QuestionPro’s Customer Experience Division and joined me for an enlightening conversation about the intersection of AI and CX. QuestionPro’s Voice of the Customer platform already incorporates AI in its range of products from basic surveys to complex research, customer experience and employee engagement. GenAI promi…
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792: Closing Hotel Deals in a High-Interest World
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Today we discuss the current state of the hospitality industry, including challenges and opportunities in the market. Ryan Bosch, Principal of Arriba Capital, Glenn and Anthony discuss impact of interest rates on hotel deals, the evolving lending landscape, and insights into the booming extended stay sector. Discover strategies for securing financi…
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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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#96 Building a CX Culture: Everence Federal Credit Union CEO and President
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Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challeng…
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Simplifying Customer Experiences, with David Avrin
34:35
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Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences. David shares personal anecdotes—like his…
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791: Crafting Emotional Experiences in Entertainment and Hospitality
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Dive into the world of immersive experiences and the future of themed entertainment with this episode. Join myself and Suzanne Bagnera, PhD, CHA as we sit down with Ryan A. Harmon, President and Chief Creative Officer of Zeitgeist Design & Production, to discuss the evolution and innovation in theme parks, hotels, and more. Discover the trends, sto…
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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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#95: Transforming the Patient Experience through Effective Communication with Rachel Hitt, MD, Medical Director of Patient Experience - Tufts Medical Center
42:31
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Imagine walking into a clinic feeling anxious about a possible cancer diagnosis and leaving with all your concerns addressed, feeling genuinely cared for and understood. Unfortunately, for too many patients today, that’s simply not the case. The pressure of production goals, burned out and short-handed physicians, and an increase in administrative …
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Today we’re seeing how one amazing couple – Karie Brittano and Julian Brittano -- is bringing their dream project to life, with a little help from Choice Hotels International's John Lancaster. This episode covers: Supporting Owners Access and Representation (SOAR) Program: Transitioning from the Emerging Markets Program to a new initiative focused …
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789: Unpacking the Root Causes of Employee Engagement Issues in Hospitality
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We’re delving deep into the root challenges of employee engagement and retention in the hospitality industry. Our guest, Szilvia Olah, Employee Experience Designer from The Strengths Company, joins us from Dubai. Key Highlights: Common Complaints: Discussion on the prevalent issues of low employee engagement and high turnover rates in hospitality. …
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787: Pivoting Operations with Pivot Hotels
42:21
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Today we have Rick Colangelo, EVP of Pivot Hotels, part of Davidson Hospitality Group. Topics discussed include: Guest Experience: The significance of delivering exceptional guest experiences in hotels and resorts. The Pivot Vibe: Introduction of the “Pivot Vibe” concept, focusing on guest journey, music, lighting, scents, and design. Experience Ec…
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Former General Hospital Actor Johnny Wactor Killed In Catalytic Converter Heist (2024)
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That's A Crime Episode 81: Former General Hospital Actor Johnny Wactor Killed In Catalytic Converter Heist (2024) Recorded: 07-18-24 Studio: Just Curious Media Listen: Buzzsprout Apple Podcasts Spotify Google Podcasts Amazon Music iHeartRadio TuneIn Watch: YouTube Follow: Facebook Instagram Hosts: Jason Connell Sal Rodriguez #justcuriousmedia #that…
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788: Coury Holding Launches Division Heightening Property Hotel Guest Experience
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Today we delve into the latest developments at Coury Holdings and their exciting new ventures. Paul Coury special guest shares insights on their innovative approach to hospitality and strategic growth. Key Points Covered: • Overview of Coury Holdings: o Coury Holdings’ history and evolution over 38 years. o Transition from developer and asset manag…
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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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#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
42:08
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Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a m…
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786: Discover the Evolution of Virgin Hotels Las Vegas with President Cliff Atkinson
27:22
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Join your host Glenn as he takes you on an exciting tour of the Virgin Hotel Las Vegas with special guest Cliff Atkinson, the President of Virgin Hotel Las Vegas. In this episode, you will explore the remarkable changes and improvements made to the property. Walk along with Glenn and Cliff to learn about: • The integration of various elements to cr…
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785: Crafting a World-Class Casino Resort: Design and Comfort For Profitability
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Join us as we dive into the world of casino resort design with two industry experts! Discover Winstar, an incredible casino resort project in Thackerville, Oklahoma, led by the Chickasaw Nation and designed by HBG. We interview Rob Juergan, Principal and Architectural Designer at HBG Design and Ray Mabry, Principal and Dallas Office Leader Project …
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784: From Ritz-Carlton to Fifth Avenue: Elizabeth Mullins' Journey in Luxury Hospitality
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Elizabeth Mullins is COO of Flâneur Hospitality is a seasoned hotelier with a passion for luxury hospitality. She shares her journey from the Ritz-Carlton to leading a new boutique hotel in NYC. Discover what sets her hotel apart and her unique approach to creating unforgettable guest experiences at the Fifth Avenue Hotel. • Dive into the world of …
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That's A Crime Episode 80: Justin Timberlake - Arrested For DWI (2024) Jason Connell breaks down the true crime story of Justin Timberlake - Arrested For DWI in 2024. On June 18th, 2024 at 12:37 am, 43-year-old pop star, Justin Timberlake drove his 2025 BMW XM through a stop sign and swerved into a lane of oncoming traffic and was arrested on suspi…
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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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#93: Driving Superior Customer Experience with AI and Digital Transformation
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Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud man…
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Nezar Akeel is Founder & CEO of MAXPRO Fitness and shares insights around the importance of in-room workout options for travelers. It's so easy, even i coiuld do it! Plus, MAXPRO has partnered with Shaquille O'Neill too so this is legit.By No Vacancy News
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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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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
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Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State U…
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781: Hospitality Internships with the AHLA Foundation
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Anna Blue(President of the AHLA Foundation, Lisa Cain(Co-founder and Managing Partner, Hospitality Internships), and Timothy Flohr(Co-founder and Managing Partner, Hospitality Internships) from the AHLA foundation are here to talk about getting young people into the industry and ways that Hospitality Internships can help open the door for the next …
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782: The Evolution of Luxury Hospitality as Seen Through 107 year old Halekulani
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Peter Shaindlin, COO of Halekulani Corporation, discusses the importance of providing an iconic experience for guests and how luxury hospitality has evolved over time. In this interview you’ll hear: Halekulani is a 107-year-old hotel with a rich history and tradition of hospitality. Luxury hospitality is about more than just the physical amenities;…
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The Ruthless Determination of Larry Ellison: The First 20 Years Building Oracle
31:24
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Written version: https://www.justgogrind.com/p/larry-ellison More about the Just Go Grind newsletter: Learn the tactics, strategies, and stories of world-class founders. I spend 20+ hours each week researching founders like Sam Altman, Melanie Perkins, and Patrick Collison, sharing the best insights with you every Sunday. Subscribe to the Just Go G…
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#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
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The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional butter…
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780: Anatomy of a Hotel Brand Repositioning
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Today, we're diving into the dynamic world of hotel branding with Dean Winter from Swire Hotels. They're reimagining luxury with their East Hotel Miami, embracing a fresh "alt luxury" approach. Here's what's changing and why it matters: Evolution of East Hotels: Originally targeting corporate travelers, Swire Hotels recognized a shift in customer d…
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779: Running Hotels at The Most Magical Place on Earth
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Jay Leonard, Complex GM of Wyndham Lake Buena Vista Resort Area Disney Springs, shares how he runs this complex at Walt Disney World, what challenges being near such an attraction brings, hurricanes, community involvement, and Jay's dedication to guest experience. Stay tuned for more insights and interviews on hospitality's leading show! 🎙️…
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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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#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
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Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality…
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The Creative Force of Shonda Rhimes: Building Shondaland Into a Media Powerhouse
27:11
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Written version: https://www.justgogrind.com/p/shonda-rhimes More about the Just Go Grind newsletter: Learn the tactics, strategies, and stories of world-class founders. I spend 20+ hours each week researching founders like Sam Altman, Melanie Perkins, and Patrick Collison, sharing the best insights with you every Sunday. Subscribe to the Just Go G…
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1
Man Stabs 4 In AMC Movie Theater And 2 At McDonald's (2024)
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That's A Crime Episode 79: Man Stabs 4 In AMC Movie Theater And 2 At McDonald's (2024) Jason Connell and Sal Rodriguez break down the true crime story of Man Stabs 4 In AMC Movie Theater And 2 At McDonald's in 2024. On May 25, 2024, 26-year-old Jared Ravizza of Chilmark, Martha’s Vineyard, MA, entered a screening of "IF" at the AMC Braintree 10, we…
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Anthony and Glenn shoot the breeze today!By No Vacancy News
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#89: Salesforce’s Approach to Customer Success, AI, & CX
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Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 k…
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Charles Oswald, CEO of Aperture Hotels, talks about how they are bringing focus and depth to the complex and crowded field of hotel management. What was have they been able to stand out and what is their main focus through the rest of 2024?By No Vacancy News
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776: Resorts World Las Vegas Celebrating Three Years!!!
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Shannon McCallum, Vice President of Operations with Resorts World Las Vegas shares what it's like running the trio of hotels -- Las Vegas Hilton, Conrad Hotels & Resorts Las Vegas, and Crockfords -- at the casino resort. Plus, how the property continually evolves, the sharp rise of conventions, and a bit on leadership too.…
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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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