This episode explores the strategies behind Macquarie Technology Group's success, as detailed in Joseph's new book "Customer Magic." It underscores the necessity for organizations, regardless of size, to create value through people, process, and technology. Macquarie exemplifies how challenging the status quo, focusing on customer-centricity, and offering transparency can revolutionize industries. Listeners will gain insights into Macquarie's approach to leveraging unique value by developing...

In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership and empathy in building durable customer relationships. Joseph also addresses the significance of a results-driven approach, emphasizing performance...

This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consistency in every business relationship, setting a precedent for a customer-centric industry culture. Listeners will also delve into the importance of a...

This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, driven by a distinct vision and purpose, carved out a niche in the market by focusing on underserved customer needs with transparent practices and...

This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th.  Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Telecom, Cloud Services, Government, and Data Centers, to deliver comprehensive solutions. The episode offers valuable insights into how businesses...

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encourages bold experimentation to keep your brand dynamic and explores the balance of offering variety while maintaining excellence. Joseph concludes...

This episode discusses the integration of fun into the workplace, inspired by Zappos'  random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video.  Listeners will learn how to weave playfulness into daily operations, celebrate spontaneous acts of fun, and foster a culture of innovation through lighthearted interactions. The podcast also addresses...

In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and 5) Positive Ending. The episode then transitions these steps into actionable customer experience lessons. It emphasizes the importance of...

In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships. This installment highlights the importance of leveraging social media to build a dedicated community of customers, prioritizing exceptional customer service, ensuring financial stability, managing reviews, and elevating your...

This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty and engagement. The podcast outlines a five-step strategy for effective service recovery. It begins with the necessity of a prompt and sincere...

In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy. The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative explores the importance of understanding the architecture, neighborhood, customer base, and competition to create spaces that resonate with the local...

In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified by Starbucks, as discussed in Dr. Michelli's book Leading the Starbucks Way, highlighting his Savor and Elevate principle. Listeners will hear...

In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchmark in customer experience. Joseph spotlights key elements such as: the importance of a warm greeting, creating personal emotional...

In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased customer effort, reduced satisfaction, and a higher likelihood of customer defection as key consequences of these silos, the episode provides listeners...

In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.' Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimately outweighs mere speed. The episode examines how service velocity is about rapid actions and ensuring these actions propel customer service in the...

In this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty. Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six actionable tips for enhancing personalized customer experiences. These include: defining the target audience, developing detailed customer...

In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience. The episode focuses on three core principles: Embracing Storytelling and Ritual, Fostering Customer Love, and Driving Growth Through Intelligent Innovation. These...

In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions. He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode...

In this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season. Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activities that align with personal values, and being a peacemaker among friends and family. He emphasizes the power of small gestures like a sincere...

In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections. Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercial gains – it's an opportunity for businesses to foster a sense of community and show genuine care for customers. The installment provides insights...

In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He presents a narrative underscored by his professional experiences, stressing the importance of businesses recognizing and staying true to their core strengths. By examining cases from renowned companies such as Apple and Disney, the episode underscores how a disciplined commitment to specific competencies can significantly enhance customer...

In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly. Another focal point...

In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and improve overall well-being. From leadership roles in fostering a culture of appreciation to the practical steps for cultivating gratitude within...

In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second episode in a series highlights the union of human touch and technological resources across various stages of a customer's journey.   In this installment, you will: Understand the overarching principles that guide when, where, and how to use AI. Grasp the pivotal role of human service in tasks like relationship building, and Discern areas where AI...