))
Every message a business sends is an attempt to get the recipient to either feel something, know something, do something or say something. At its core messaging is all about increasing engagement, and Intercom on Customer Engagement is a buzzword-free guide to creating and sending the right message, to the right people, at the right time.
…
continue reading
Upshot.ai is an omnichannel, customer engagement and gamification platform. With our passion for transforming business with customer engagement and gamification, we take ownership and obsess over every minute detail. This podcast is dedicated to helping business owners, marketers and product managers to understand the art of creating great customer experiences.
…
continue reading
1
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
…
continue reading
1
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.
…
continue reading
In this episode, Dr. Joseph Michelli takes a moment to express his gratitude and share plans for the upcoming year. He announces a brief hiatus to enjoy the holiday season and reveals exciting content awaiting listeners in January, including discussions on the latest customer experience and leadership trends for 2025. Additionally, Dr. Michelli tea…
…
continue reading
1
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season
3:29
3:29
Play later
Play later
Lists
Like
Liked
3:29
In this episode, Dr. Michelli shares ten invaluable tips to help businesses thrive during the intense holiday season, drawn from his extensive experience with companies like Godiva Chocolatier. As the countdown to Christmas begins, he emphasizes the importance of maintaining a balance between efficiency and the human touch in customer service. Dr. …
…
continue reading
1
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences
4:16
4:16
Play later
Play later
Lists
Like
Liked
4:16
In this episode, Dr. Michelli offers invaluable insights for managing the unique stresses and demands of the holiday season in the business world. He emphasizes that while the season can bring out humanity's best, it can also lead to heightened frustrations, making it crucial for leaders to transform potential conflicts into opportunities for conne…
…
continue reading
In this episode, Dr. Michelli delves into the profound role that gratitude plays in both personal well-being and business success. Reflecting on the insights of author Melody Beattie, he emphasizes how gratitude can transform the mundane into the extraordinary, turning everyday interactions into opportunities for meaningful connections. Dr. Michell…
…
continue reading
1
Elevating Employee Wellbeing: The Key to Workplace Success
4:41
4:41
Play later
Play later
Lists
Like
Liked
4:41
In this episode, Dr. Michelli explores the intricate dynamics of hybrid and remote work environments and their impact on employee well-being. Citing recent Gallup and Workhuman research, he underscores that while flexibility is cherished, it alone does not guarantee enhanced employee satisfaction. The cornerstone of thriving remote teams lies in cr…
…
continue reading
1
The Power of Product Knowledge: Mastering the Basics
3:52
3:52
Play later
Play later
Lists
Like
Liked
3:52
In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversig…
…
continue reading
1
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences
4:17
4:17
Play later
Play later
Lists
Like
Liked
4:17
In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their …
…
continue reading
1
Transforming Service into Experience: The Power of Personal Connection
4:06
4:06
Play later
Play later
Lists
Like
Liked
4:06
In this episode, Dr. Michelli examines the profound impact of exceptional customer service that transitions into unforgettable customer experiences. He shares a compelling story from Capital One, where a simple customer service interaction was transformed into a memorable experience that resonated deeply with the customer. The story revolves around…
…
continue reading
1
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints
4:11
4:11
Play later
Play later
Lists
Like
Liked
4:11
In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance. The article highlights that organi…
…
continue reading
1
It's Not Just Who You Know: Building Deeper Connections for Success
4:41
4:41
Play later
Play later
Lists
Like
Liked
4:41
In this episode, Dr. Michelli delves into the art of relationship-building, challenging the traditional adage with a nuanced approach: “It’s not what you know OR who you know. It’s what you know ABOUT who you know and what they know about you.” He discusses the importance of not only forming connections but also deeply understanding and being under…
…
continue reading
1
The Success of Your Business Depends on a Single Question: How Do You Respond?
4:05
4:05
Play later
Play later
Lists
Like
Liked
4:05
In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments t…
…
continue reading
1
Customer Experience (CX) Day - Celebrating the Power of Partnership
5:15
5:15
Play later
Play later
Lists
Like
Liked
5:15
In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program …
…
continue reading
1
Are you a Lovemark? The Journey to Becoming a Beloved Brand
4:25
4:25
Play later
Play later
Lists
Like
Liked
4:25
In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in…
…
continue reading
1
Defying Expectations - The Power of Vision, Purpose, and Dedication
4:14
4:14
Play later
Play later
Lists
Like
Liked
4:14
In this episode, Dr. Michelli reflects on the remarkable journey of Ernie Andrus, a World War II Navy veteran who, at the age of 100, completed his second run across America. Dr. Michelli shares insights from his personal experience running alongside Ernie, exploring the deep lessons in determination, resilience, and purpose that Ernie's endeavors …
…
continue reading
In this episode, Dr. Michelli examines Starbucks' evolution under Howard Schultz's leadership from a traditional coffee shop to a modern quick-service model dominated by mobile ordering and drive-thrus. Reflecting on his extensive experience as a consultant for Starbucks and his insights from authoring books about the company, he discusses how Star…
…
continue reading
1
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
4:01
4:01
Play later
Play later
Lists
Like
Liked
4:01
In this episode, Dr. Michelli delves into the ethical and legal challenges associated with the use of AI and data analytics in customer service, highlighted by the ongoing lawsuit involving Patagonia and its use of Talkdesk's services. This case exemplifies the crucial need for transparency and customer consent in data practices, as it alleges that…
…
continue reading
1
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth
4:32
4:32
Play later
Play later
Lists
Like
Liked
4:32
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…
…
continue reading
1
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping
4:40
4:40
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
Valued but Not Equal - A Case for Customer Segmentation
4:17
4:17
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2)
4:12
4:12
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
How to design a marketing campaign centered around user activity?
3:49
3:49
Play later
Play later
Lists
Like
Liked
3:49
Join Krishna Chaitanya, a CX expert at Upshot.ai, as he shares his journey of crafting a successful marketing campaign for a brand. Discover how focusing on user activity and leveraging personalization boosted user engagement and created a sense of pride in user achievements.
…
continue reading
1
Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2)
4:06
4:06
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2)
3:12
3:12
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
How can you take your app's customer engagement to the next level?
6:23
6:23
Play later
Play later
Lists
Like
Liked
6:23
In this episode, Krishna Chaitanya, CX expert at Upshot.ai, joins Kaustuv Dwivedi to discuss strategies for taking your app's customer engagement to the next level. They explore how top-performing apps can further enhance their engagement efforts and delve into the powerful connection between customer engagement and overall revenue boost. Tune in t…
…
continue reading
1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2)
4:05
4:05
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
1
How did these apps achieve outstanding user engagement?
7:37
7:37
Play later
Play later
Lists
Like
Liked
7:37
Join Krishna Chaitanya and Kaustuv Dwivedi as they highlight apps that have excelled in customer engagement using cutting-edge user engagement tools. Krishna shares insights from his experience as a Customer Success Expert at Upshot.ai, discussing how these apps boosted their organic engagement to new heights.…
…
continue reading
1
Autonomy and Guidelines - The Art of Front-Line Empowerment
4:19
4:19
Play later
Play later
Lists
Like
Liked
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…
…
continue reading
