The Michelli Experience
By Dr. Joseph A. Michelli
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Podcast Description
The author of the Wall Street Journal and USA TODAY bestselling business book - THE STARBUCKS EXPERIENCE: 5 PRINCIPLES FOR TURNING ORDINARY INTO EXTRAORDINARY offers practical leadership tips gained from great businesses - large and small. The podcast will spark you and your company to grow and improve. Dr. Joseph Michelli is an organizational consultant, author, professional speaker and daily radio talk show host. He has also written WHEN FISH FLY (co-authored with the owner of the World Famous Fish Market) in Seattle. More info can be found at www.josephmichelli.com or www.starbucksexperience.net
| Name | Description | Released | Price | ||
|---|---|---|---|---|---|
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1 |
CleanCustomer Experience - Art or Science? The answer is YES! | This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.Download Standard Podcasts | 5/25/12 | Free | View In iTunes |
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2 |
CleanCustomer Experience Limbo - How low can it go? | Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business. (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts. From now on they will go right into Joseph and end with him - thanks for the input)Download Standard Podcast | 5/19/12 | Free | View In iTunes |
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3 |
CleanGiraffes are ESSENTIAL to your Customer Experience! | Service experience are more than just getting it right or making it right when you are wrong. Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….Download Standard Podcast | 5/13/12 | Free | View In iTunes |
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4 |
CleanThere’s More to Business than Money! | Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...Download Standard Podcast | 5/4/12 | Free | View In iTunes |
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5 |
CleanA swing and a miss - wait, it’s a home run? | Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence. His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...Download Standard Podcast | 4/27/12 | Free | View In iTunes |
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6 |
CleanAsking for Complaints? Yes, No, Maybe? | Should you ask your customer for complaints? Here's Dr. Michelli's advice on that complicated question….Download Standard Podcast | 4/18/12 | Free | View In iTunes |
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7 |
CleanDoing Right - pays! | Do you believe in business karma? A recent Nielsen survey validates the notion that "you get what you give."Download Standard Podcast | 4/15/12 | Free | View In iTunes |
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8 |
CleanHow to Choose a Customer Loyalty Metric (CSAT, NPS, CES) | Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.Download Standard Podcasts | 10/6/10 | Free | View In iTunes |
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9 |
CleanThe Easy Way to Customer Service Excellence | Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.Download Standard Podcasts | 9/8/10 | Free | View In iTunes |
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10 |
CleanHow to Deliver Service Plus Chocolate! | Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering. Download Standard Podcasts | 8/29/10 | Free | View In iTunes |
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11 |
CleanWalk Before You Run, But Run for Service | Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service. Download Standard Podcasts | 8/19/10 | Free | View In iTunes |
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12 |
Clean5 Categories of Customer Preferences You Should Know | In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.Download Standard Podcasts | 8/11/10 | Free | View In iTunes |
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13 |
CleanHow to build brand equity | Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.Download Standard Podcasts | 7/9/10 | Free | View In iTunes |
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14 |
CleanCustomer Connections by the Facts Not by Total Nonsense | Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.Download Standard Podcasts | 6/25/10 | Free | View In iTunes |
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15 |
CleanHow to move customers up the loyalty ladder | Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."Download Standard Podcasts | 6/15/10 | Free | View In iTunes |
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16 |
CleanHow to assess the online or user experience | Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.Download Standard Podcasts | 5/26/10 | Free | View In iTunes |
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17 |
CleanIs Customer Loyalty Dead or Alive? | Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.Download Standard Podcasts | 5/19/10 | Free | View In iTunes |
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18 |
CleanHow to Be an Innovator | Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites you to win a $20 Starbucks gift card by guessing the company he will feature in his 2011 book!Download Standard Podcasts | 5/14/10 | Free | View In iTunes |
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19 |
CleanThe Gravity of Customer Experience Enhancement | Dr. Michelli looks at the ubiquitous importance of customer experience design and asks important questions regarding your customers' perceptions of the experiences you offer.Download Standard Podcasts | 5/5/10 | Free | View In iTunes |
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20 |
CleanSex doesn’t Sell that Well! How to make real visceral connections with customers | Dr. Michelli looks at the application of Martin Lindstrom's neuromarketing research to help you elevate your customer experience design.Download Standard Podcasts | 4/28/10 | Free | View In iTunes |
| Total: 20 Episodes |
Customer Reviews
Surprise and Delight
This is a very well produced 'cast. Each segment presents a management nugget in a concise, entertaining style. You won't earn an MBA by listening, but it will refresh and reenergize you. Overall, it's the best 5 minutes of iPod time I spend each week.
Brilliant!
Short, sweet, and to the point
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