Podcast Customer Engagement terbaik (2025)

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

4d 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

11d 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

18d 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

25d 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

1M 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

1M 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

2M 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

2M 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

2M 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

3M 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

3M 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

3M 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

3M 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

4M 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…

1
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints 4:11

4M ago4:11

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…

1
It's Not Just Who You Know: Building Deeper Connections for Success 4:41

4M ago4:41

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…

1
The Success of Your Business Depends on a Single Question: How Do You Respond? 4:05

4M ago4:05

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…

1
Customer Experience (CX) Day - Celebrating the Power of Partnership 5:15

5M ago5:15

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 …

1
Are you a Lovemark? The Journey to Becoming a Beloved Brand 4:25

5M ago4:25

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…

1
Defying Expectations - The Power of Vision, Purpose, and Dedication 4:14

5M ago4:14

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 …

1
Your Customers Are Changing Fast, Are You? 4:44

5M ago4:44

4:44

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…

1
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls 4:01

6M ago4:01

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…

1
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth 4:32

6M ago4:32

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…

1
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping 4:40

6M ago4:40

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…

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

6M 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…

Podcast Layak Disimak

Customer Engagement Podcast

Podcast Layak Disimak

1
Intercom on Customer Engagement

Intercom

1
Customer Engagement 101 by Upshot.ai

Upshot.ai

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

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

Dr. Joseph A. Michelli

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

1
The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints 4:11

1
It's Not Just Who You Know: Building Deeper Connections for Success 4:41

1
The Success of Your Business Depends on a Single Question: How Do You Respond? 4:05

1
Customer Experience (CX) Day - Celebrating the Power of Partnership 5:15

1
Are you a Lovemark? The Journey to Becoming a Beloved Brand 4:25

1
Defying Expectations - The Power of Vision, Purpose, and Dedication 4:14

1
Your Customers Are Changing Fast, Are You? 4:44

1
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls 4:01

1
Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth 4:32

1
Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping 4:40

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

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