Best University Experience Podcasts (2024)

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

3h 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
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
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
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2) 4:05

29d 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
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
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
Navigating Challenges: Lessons from Starbucks' Recent Performance Miss 5:02

2M 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
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
Turning Customer Disappointments into Delight: Tips for Business Leaders 3:39

3M 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
S8E11: Rural Economic Development Through Events 17:59

3M ago17:59

17:59

Tune in to this week’s episode of the Experience University podcast as we delve into the transformative power of events in rural economic development. Join host Dr. Kristin Malek as she explores the realm of ag (agriculture) tourism, cultural events, and the strategic nuances of tourism marketing with the insightful director of Visit Knox County, S…

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
S8E10: Event Competencies with Lydia Tobin 27:03

4M ago27:03

27:03

Have you ever noticed how EVERYTHING is a funnel? In this episode, Dr. Kristin Malek, our host, and student Lydia Tobin introduce the key competencies essential for a career in events and marketing. They dive into practical insights on marketing and events, sharing the interdisciplinary benefits of their experiences. Tune in to explore unique event…

1
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer 3:49

4M ago3:49

3:49

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…

1
S8E9: Event Psychology with Victoria Matey 27:12

4M ago27:12

27:12

How can understanding psychology transform your approach to event planning? In today’s episode, host Dr. Kristin Malek introduces the concept of event psychology with Event Psychology Advisor and Co-Founder of Matey Events,Victoria Matey. Together, they explore how events serve as catalysts for behavior change, emphasizing the integration of behavi…

1
Scaling Your Business with Customer Magic - Part 2 4:21

4M ago4:21

4:21

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…

1
S8:E8: LARPing in Events with Erika Shaefer 18:24

4M ago18:24

18:24

Step into the immersive world of LARPing with Experience University, hosted by Dr. Kristin Malek! Discover how live-action role play transforms events, fosters authentic connections, and promotes storytelling and community building. In this episode, Dr. K and event planner Erika Shaefer explore the fascinating realm of LARPing and its application i…

1
Scaling Your Business with Customer Magic - Part 1 4:19

4M ago4:19

4:19

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…

1
S8E7: AI Keynotes 13:11

4M ago13:11

13:11

Ever wondered if event keynotes are truly driving lasting change or just offering surface-level motivation? In this episode, Dr. Kristin Malek discusses her approach to speaking on AI, Gen Z, and neuroscience, emphasizing behavior change. She shares her journey from a successful AI session for rural leaders to landing more speaking gigs through Lin…

1
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog 4:15

4M ago4:15

4:15

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…

1
Navigating Growth and Innovation: Insights for Your Business 3:57

5M ago3:57

3:57

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…

1
Injecting Fun into Your Business Culture: A Lesson from Zappos 4:09

5M ago4:09

4:09

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…

1
S8E6: Exploring Engagement with Scott Gould 26:56

5M ago26:56

26:56

Join us as we explore the role of authentic connection, debunk myths surrounding networking, and navigate resistance. In today’s episode, Dr. Kristin Malek and Scott Gould examine engagement, focusing on its necessity for relationships. The discussion also touches on leveraging social platforms for community engagement and experimenting with three-…

1
S8E5: Building Community with Chris Catania 25:54

5M ago25:54

25:54

Curious about the power of community in event planning? Tune in as Dr. K sits down with Chris Catania, a trailblazer in community development, to explore how understanding your audience and fostering shared values can revolutionize event experiences. This episode discusses the growing significance of community building in events. Chris shares his e…

1
Elevating Customer Service: A Guide for Business Leaders & Managers 4:31

5M ago4:31

4:31

In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and…

Podcasts Worth a Listen

University Experience Podcasts

Podcasts Worth a Listen

1
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Dr. Joseph A. Michelli

1
Experience University Podcast

Experience University Podcast

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

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

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

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

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

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

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

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

1
Strengthening Teams Through Recognition 4:25

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

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

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

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

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

1
S8E11: Rural Economic Development Through Events 17:59

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

1
S8E10: Event Competencies with Lydia Tobin 27:03

1
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer 3:49

1
S8E9: Event Psychology with Victoria Matey 27:12

1
Scaling Your Business with Customer Magic - Part 2 4:21

1
S8:E8: LARPing in Events with Erika Shaefer 18:24

1
Scaling Your Business with Customer Magic - Part 1 4:19

1
S8E7: AI Keynotes 13:11

1
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog 4:15

1
Navigating Growth and Innovation: Insights for Your Business 3:57

1
Injecting Fun into Your Business Culture: A Lesson from Zappos 4:09

1
S8E6: Exploring Engagement with Scott Gould 26:56

1
S8E5: Building Community with Chris Catania 25:54

1
Elevating Customer Service: A Guide for Business Leaders & Managers 4:31

Quick Reference Guide