Bästa Michellie podcaster (2024)

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349 | Delivering An Extraordinary Customer Experience With Joseph Michelli 41:11

2d ago41:11

41:11

I sit down with Joseph Michelli, an organizational consultant with a focus on customer experience, to dive into his knowledge of exceptional business practices that help leaders and their teams deliver an extraordinary customer experience that prioritizes people. What You’ll Discover In This Episode: ✔ What The Customer Experience Is ✔ Ways To Use …

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350 | Diving In To My Daily RAP Framework 30:44

6h ago30:44

30:44

I dive into my Daily RAP framework so you can use it to stop letting your day conquer you AND instead… plan and conquer each and every day, thus laying the groundwork for long-term success. What You’ll Discover In This Episode: ✔ The Truth About Planning Your Day ✔ The Importance Of A Daily RAP ✔ When To Execute It ✔ My Daily RAP Framework Explaine…

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

4d 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…

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

11d 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…

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Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights 29:17

11d ago29:17

29:17

Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …

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348 | Supercharge Your Project Management Meetings 28:44

10d ago28:44

28:44

I dive into the best practices you can rely on to help you run efficient and effective project management meetings so you can take back control, lead your team, and elevate your client experience. What You’ll Discover In This Episode: ✔ Best Practices For Running Effective Project Management Meetings ✔ What Outcomes You Can Expect When You Do ✔ My …

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

18d 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…

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347 | Plugging In To Money & Abundance With Sarah Walton 1:00:04

21d ago1:00:04

1:00:04

In this episode of the Small Business Straight Talk Podcast, I sit down with Business Coach & Sales Expert, Sarah Walton, to dive into business owners’ relationship with money. We discuss how it can transform into a growth mindset that plugs in to money, abundance, and success, and uses it to serve others and do amazing things What You’ll Discover …

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

25d 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 …

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346 | Your Hit List For When Business Is Slow 25:12

28d ago25:12

25:12

I dive into my hit list of 20 ways you can reallocate the time and energy you now have so you can create a more solid foundation in your business and prepare to move ahead full throttle when business is booming again. What You’ll Discover In This Episode: ✔ What To Evaluate & Organize During Slow Periods ✔ What & Who To Invest In During Slow Period…

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

1M 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…

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SPECIAL ANNOUNCEMENT! Next year will be different... 3:04

1M ago3:04

3:04

Imagine going into 2025… 🌟 Having Confidence to take on any challenge because you have laid the groundwork for a successful year in your business 🌟 Being Excited because you have a clear plan on how to achieve your goals and know exactly what steps to take in what order 🌟 With Complete Clarity knowing the precise resources (time, money, people, tec…

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345 | Understanding Your Business’ Financial Health With Hannah Smolinski 1:01:20

1M ago1:01:20

1:01:20

I sit down with the founder of Clara CFO Group, CPA Hannah Smolinski to discuss the financial support options available to business owners and break down ways to gain a better understanding of your business’ financial health so you can make the right strategic decisions to grow your business and increase your profitability. What You’ll Discover In …

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

1M 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 …

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344 | 4th Quarter Denial Is Not A Good Look 20:55

1M ago20:55

20:55

I dive into getting out of denial and getting clear on what you actually CAN accomplish in three months loaded with holiday activities, so you can finish the year strong AND enjoy the season! What You’ll Discover In This Episode: ✔ Ways Living In Denial Shows Up In Your Business ✔ The Truth About Overwhelm ✔ How To Make Your 4th Quarter Less Stress…

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

2M 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…

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The Significance of a Well-Defined Sales Process with Kaivona Parker 39:37

2M ago39:37

39:37

"Struggling in the beginning can lead to long-term success, while early success followed by struggles can be more challenging."-Kaivona Parker Summary Kaivona Parker shares her journey from wearing a hard hat in the industrial sector to being dubbed as the most un-boring in the tech sales industry. She emphasizes the importance of authenticity and …

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343 | Persistent Marketing: The Pathway To Profits With Troy Trewin 44:28

2M ago44:28

44:28

I sit down with the Founder of Grow A Small Business, Troy Trewin, to dive into marketing principles and strategies small business owners can use to grow their business and increase their profits with a bit of persistence. What You’ll Discover In This Episode: ✔ How Troy Divides His Time & Energy Among His 7 Businesses ✔ The Main Challenges Troy’s …

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342 | Theme Days: Good, Better, Batch! 39:00

2M ago39:00

39:00

I dive into the topic of theme days and how to implement them so you can take advantage of the awesome benefits gained from taking your time blocking from good to better to batch! What You’ll Discover In This Episode: ✔ What Time Blocking Is & Its Benefits ✔ What Theme Days Are & How To Use Them ✔ How I Got Started Theming My Days ✔ What Batching I…

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

2M 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…

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Ep. 238: Brian Higgins | Building AI Trust: Verizon’s Bold Bet on Deliberate Progress 42:29

2M ago42:29

42:29

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …

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

2M 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…

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341 | The Best PR Tactics From An Industry Insider With Marin Richardson 47:43

2M ago47:43

47:43

I sit down with the CEO and founder of Disrupt PR, Marin Richardson, to dive into the best PR tactics to attract the right clients and enable you to charge more for your services. What You’ll Discover In This Episode: ✔ What PR Really Is & How To Get It ✔ How To Track The ROI On PR ✔ What An Ideal PR Client Looks Like ✔ The Time Commitment Necessar…

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

2M 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…

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Prioritizing Customer Care for Success With Jospeh Michelli 23:47

2M ago23:47

23:47

"It's your job to understand what the customer's biggest issue is and connect them with the right resource."- Joseph Michelli Joseph Michelli, an internationally sought-after speaker, author, and organizational consultant, shares his journey from working at a fish market to becoming a customer experience expert. He emphasizes the importance of crea…

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340 | How To Create Problem Solvers In Your Business 32:02

2M ago32:02

32:02

I dive into the challenge of being the only problem solver in your business so you can step down from that demanding role, effectively empower your team, and create a business full of competent and capable problem solvers. What You’ll Discover In This Episode: ✔ The Area You Might Not Realize You Need Support In ✔ Why You’re Currently The Only Prob…

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

2M 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…

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Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

2M ago49:29

49:29

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…

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339 | The Role Of A Small Business Attorney In Your Legal Matters With Elissa D. Hecker 33:23

3M ago33:23

33:23

I sit down with small business attorney Elissa D. Hecker to dive into the role a small business attorney takes when hired to give you legal advice, protect your assets, and provide support. What You’ll Discover In This Episode: ✔ What Legal Matters Elissa Helps Small Business Owners With ✔ The Action You Must Take After Creating A Trademark ✔ Reaso…

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Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) 4:12

3M ago4:12

4:12

In this episode, Dr. Michelli delves deeper into the principles of authentic customer experiences, building on insights from his interactions and writings on legendary brands like Ritz-Carlton, Zappos, and Starbucks. He emphasizes the need for extraordinary customer service that consistently exceeds expectations through creativity, presence, kindne…

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The Power of Referrals in Generating Qualified Leads with Catherine Brown 43:47

3M ago43:47

43:47

"Referrals are a powerful tool because they have already done a lot of the qualifying for you."- Catherine Brown Summary Catherine Brown shares her journey from being a technical recruiter to running a cold calling company and eventually becoming a sales trainer. She emphasizes the importance of referrals and building relationships in sales. Cather…

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338 | Hey Hero... It Doesn’t Need To Be You 27:19

3M ago27:19

27:19

I dive into the many ways you can stop being the only hero in your story and get the support you need to grow your business, increase profits, and reduce the stress of running your business. What You’ll Discover In This Episode: ✔ Common Reasons Business Owners Don’t Get The Support They Need ✔ Why It’s Important To Stop Being The Only Hero In Your…

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Walking Your Talk: Cultivating Authentic Customer Service (Part 1 of 2) 4:06

3M ago4:06

4:06

In this episode, Dr. Michelli explores the impact of authentic service and how brands like Zappos have set a high standard for customer care that many aspire to emulate. He draws from his book "The Zappos Experience" and examples from social media to illustrate how genuinely caring service can transform a customer's perception and loyalty. Focusing…

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337 | Streamlining Operations Using A Fractional COO And EOS With Raquel Castillo 41:10

3M ago41:10

41:10

I sit down with Fractional COO and The Online Integrator, Raquel Castillo, to dive into the role of a Fractional COO, what an Entrepreneurial Operating System is, and how both can support you in running your business. What You’ll Discover In This Episode: ✔ What A Fractional C-Suite Executive Is ✔ Why & How Raquel Became A Fractional COO ✔ What Her…

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