Best Dr. Joseph A. Michelli Podcasts (2025)

1
Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design 5:10

1d ago5:10

5:10

In this episode, Dr. Joseph Michelli explores what all industries can learn from Amazon One Medical’s approach to designing human-centered experiences. He highlights lessons from his book about One Medical, All Business is Personal. In it, Joseph explores why Amazon purchased One Medical for 4 billion dollars and how Amazon One Medical intentionall…

1
When Things Go Wrong: Winning Customer Loyalty Through Service Recovery 3:33

8d ago3:33

3:33

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift ackn…

1
Tax Day: A Day of Deadlines, Integrity, and Growth 3:55

15d ago3:55

3:55

In this episode, Dr. Joseph Michelli reflects on the significance of Tax Day, not only as a financial deadline but as a metaphor for managing life’s demands with diligence and integrity. He explores how approaching deadlines can serve as opportunities for personal and professional growth, emphasizing the importance of integrity, stress management, …

1
Mapping the Moments That Matter in Customer Journeys 4:27

22d ago4:27

4:27

In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance…

1
The Power of Storytelling in Building Brand Loyalty 3:06

29d ago3:06

3:06

In this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining cons…

1
Building a Culture of Innovation Through Empowerment 3:18

1M ago3:18

3:18

In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions an…

1
The Role of Emotional Intelligence in Exceptional Leadership 3:21

1M ago3:21

3:21

In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI…

1
The Long Game: Building Sustainable Customer Loyalty 3:33

2M ago3:33

3:33

In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in…

1
Empathy: The Heart of Exceptional Leadership 3:22

2M ago3:22

3:22

In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring le…

1
Building Loyalty Beyond Transactions: The Power of Shared Values 3:23

2M ago3:23

3:23

In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs.…

1
How AI Enhances Customer Experience Without Losing the Human Touch 4:05

2M ago4:05

4:05

In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz, Dr. Michelli shares actionable insights on how businesses can leverage AI for efficien…

1
Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape 3:32

3M ago3:32

3:32

In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz. He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and mai…

1
The Role of Emotional Intelligence in Leadership 3:51

3M ago3:51

3:51

In this episode, Dr. Joseph Michelli explores emotional intelligence's (EI) crucial role in leadership, drawing on his insights gained while consulting for high-profile companies like Ritz-Carlton and Mercedes-Benz. He shares how leaders can enhance their self-awareness, regulate reactions, and foster open communication, which collectively builds a…

1
Sustainable Growth: Balancing Expansion and Excellence 3:44

3M ago3:44

3:44

In this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr.…

1
The Loyalty Equation: How to Turn Transactions Into Advocacy 3:44

3M ago3:44

3:44

In this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively p…

1
The AI Advantage in Customer Experience: Balancing Automation and Empathy 4:15

4M ago4:15

4:15

In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The epi…

1
Customer Experience Predictions for 2025: Insights from the Field 6:11

4M ago6:11

6:11

In this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also f…

1
Merry Christmas and Prosperous 2025! 1:14

4M ago1:14

1:14

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…

1
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season 3:29

5M ago3:29

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. …

1
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences 4:16

5M ago4:16

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…

1
Put Simply - Authentic Gratitude Matters! 3:17

5M ago3:17

3:17

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…

1
Elevating Employee Wellbeing: The Key to Workplace Success 4:41

5M ago4:41

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…

1
The Power of Product Knowledge: Mastering the Basics 3:52

6M ago3:52

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…

1
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences 4:17

6M ago4:17

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 …

1
Transforming Service into Experience: The Power of Personal Connection 4:06

6M ago4:06

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…

Podcasts Worth a Listen

Dr. Joseph A. Michelli Podcasts

Podcasts Worth a Listen

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

Dr. Joseph A. Michelli

1
Podcast Episodes – Hire Up Podcast

Podcast Episodes – Hire Up Podcast

1
Marketing to Millionaires

Kelly O'Neil

1
Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design 5:10

1
When Things Go Wrong: Winning Customer Loyalty Through Service Recovery 3:33

1
Tax Day: A Day of Deadlines, Integrity, and Growth 3:55

1
Mapping the Moments That Matter in Customer Journeys 4:27

1
The Power of Storytelling in Building Brand Loyalty 3:06

1
Building a Culture of Innovation Through Empowerment 3:18

1
The Role of Emotional Intelligence in Exceptional Leadership 3:21

1
The Long Game: Building Sustainable Customer Loyalty 3:33

1
Empathy: The Heart of Exceptional Leadership 3:22

1
Building Loyalty Beyond Transactions: The Power of Shared Values 3:23

1
How AI Enhances Customer Experience Without Losing the Human Touch 4:05

1
Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape 3:32

1
The Role of Emotional Intelligence in Leadership 3:51

1
Sustainable Growth: Balancing Expansion and Excellence 3:44

1
The Loyalty Equation: How to Turn Transactions Into Advocacy 3:44

1
The AI Advantage in Customer Experience: Balancing Automation and Empathy 4:15

1
Customer Experience Predictions for 2025: Insights from the Field 6:11

1
Merry Christmas and Prosperous 2025! 1:14

1
Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season 3:29

1
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences 4:16

1
Put Simply - Authentic Gratitude Matters! 3:17

1
Elevating Employee Wellbeing: The Key to Workplace Success 4:41

1
The Power of Product Knowledge: Mastering the Basics 3:52

1
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences 4:17

1
Transforming Service into Experience: The Power of Personal Connection 4:06