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Content provided by Dr. Joseph A. Michelli. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Joseph A. Michelli or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
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Mapping the Moments That Matter in Customer Journeys

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Manage episode 476279249 series 2376179
Content provided by Dr. Joseph A. Michelli. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Joseph A. Michelli or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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 customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  continue reading

587 episodes

Artwork
iconShare
 
Manage episode 476279249 series 2376179
Content provided by Dr. Joseph A. Michelli. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Joseph A. Michelli or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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 customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

  continue reading

587 episodes

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