Những podcast University Experience hay nhất (2024)

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

1d 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

8d 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

15d 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

22d 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

29d 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

1M 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

1M 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…

1
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) 4:12

2M 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…

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

2M 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…

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2) 3:12

2M ago3:12

3:12

In this episode, Dr. Michelli continues to delve into the vital role of "peace of mind" in shaping superior customer experiences. Building on previous insights, he outlines actionable strategies that businesses can implement to enhance customer ease, drive loyalty, and distinguish themselves from the competition. Dr. Michelli discusses the importan…

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2) 4:05

2M ago4:05

4:05

In this episode, Dr. Michelli reflects on a profound insight from leadership guru Brian Tracy, emphasizing the importance of setting peace of mind as a primary goal in both life and business. Dr. Michelli explores how consumer skepticism often stems from companies failing to deliver on overambitious promises, highlighting the necessity for business…

1
Autonomy and Guidelines - The Art of Front-Line Empowerment 4:19

3M ago4:19

4:19

In this episode, Dr. Michelli addresses the critical issue of why employees leave their jobs, particularly in customer service roles. A significant story shared by a customer experience professional illustrates the problem: a lack of authority to resolve customer issues effectively led to her resignation. This scenario underscores the vital need fo…

1
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy 5:14

3M ago5:14

5:14

In this episode, Dr. Michelli delves into the pervasive presence of marketing messages in our daily lives and how businesses can transform their communication from ordinary to extraordinary. Drawing inspiration from Saatchi & Saatchi's concept of "Lovemarks" introduced in Kevin Roberts' book "Lovemarks—The Future Beyond Brands," this discussion foc…

1
Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience 25:08

3M ago25:08

25:08

In this expanded episode, Dr. Michelli interviews Bill Tierney, the Vice President of Customer Experience and Digital Experience at Southwest Airlines. Their conversation delves into Bill's customer-centric journey and how his foundational roles within the company shaped his approach to customer experience excellence. Starting from his early days i…

1
Strengthening Teams Through Recognition 4:25

4M ago4:25

4:25

In this episode, Dr Michelli explores the profound impact of recognition on employee engagement and customer satisfaction, as illuminated in "The Carrot Principle" by Adrian Gostick and Chester Elton. Research shows that companies with robust recognition practices see significantly higher returns on equity and better performance metrics across empl…

1
Navigating Challenges: Lessons from Starbucks' Recent Performance Miss 5:02

4M ago5:02

5:02

In this episode, Dr. Joseph Michelli examines Starbucks’ recent challenges and strategic responses under CEO Laxman Narasimhan's leadership. Despite facing its first negative financial performance since 2020 due to budget-conscious consumers, severe U.S. weather, competition in China, and other global economic volatilities, Starbucks continues to a…

1
The Art of pARTnership: Maximizing Win/Wins 5:11

4M ago5:11

5:11

In this episode, Dr. Michelli explores the art and science of stakeholder management, inspired by research for an upcoming 2025 book release. The podcast presents a quote from Mother Teresa, setting the tone for discussing collaborative success among diverse stakeholders. Listeners are introduced to several analytical frameworks that aid in underst…

1
It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance 4:58

4M ago4:58

4:58

In this episode, Dr. Michelli addresses burnout across various professions, highlighting its detrimental effects on employee health and productivity. As explored in Joseph's research for an upcoming book on a major healthcare client, burnout rates, including a notable 90% rate among primary care providers, necessitate urgent action from leadership …

1
It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members 4:49

4M ago4:49

4:49

In this episode, Dr. Michelli explores the art of small talk and its pivotal role in fostering deeper connections in personal and professional settings. The discussion begins with a personal anecdote about overcoming social awkwardness and learning the actual value of small talk—not merely as conversation filler but as a fundamental tool for engage…

1
Turning Customer Disappointments into Delight: Tips for Business Leaders 3:39

5M ago3:39

3:39

In this episode, Dr. Michelli delves into proactive customer service and service recovery. The podcast outlines practical strategies to ensure businesses consistently anticipate and meet customer needs, transforming potential frustrations into opportunities for loyalty and advocacy. Listeners will learn the importance of creating feedback channels,…

1
S8E11: Rural Economic Development Through Events 17:59

5M ago17:59

17:59

Tune in to this week’s episode of the Experience University podcast as we delve into the transformative power of events in rural economic development. Join host Dr. Kristin Malek as she explores the realm of ag (agriculture) tourism, cultural events, and the strategic nuances of tourism marketing with the insightful director of Visit Knox County, S…

1
Driving Customer Loyalty by Zigging When Others Zag 3:51

5M ago3:51

3:51

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 o…

1
S8E10: Event Competencies with Lydia Tobin 27:03

5M ago27:03

27:03

Have you ever noticed how EVERYTHING is a funnel? In this episode, Dr. Kristin Malek, our host, and student Lydia Tobin introduce the key competencies essential for a career in events and marketing. They dive into practical insights on marketing and events, sharing the interdisciplinary benefits of their experiences. Tune in to explore unique event…

1
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer 3:49

5M ago3:49

3:49

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 an…

1
S8E9: Event Psychology with Victoria Matey 27:12

5M ago27:12

27:12

How can understanding psychology transform your approach to event planning? In today’s episode, host Dr. Kristin Malek introduces the concept of event psychology with Event Psychology Advisor and Co-Founder of Matey Events,Victoria Matey. Together, they explore how events serve as catalysts for behavior change, emphasizing the integration of behavi…

1
Scaling Your Business with Customer Magic - Part 2 4:21

5M ago4:21

4:21

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 consisten…

1
S8:E8: LARPing in Events with Erika Shaefer 18:24

6M ago18:24

18:24

Step into the immersive world of LARPing with Experience University, hosted by Dr. Kristin Malek! Discover how live-action role play transforms events, fosters authentic connections, and promotes storytelling and community building. In this episode, Dr. K and event planner Erika Shaefer explore the fascinating realm of LARPing and its application i…

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Podcast University Experience

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

Dr. Joseph A. Michelli

1
Experience University Podcast

Experience University Podcast

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

1
Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) 4:12

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

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 2 of 2) 3:12

1
Owning Peace of Mind - Everyone is Responsible for Customer Calm (Part 1 of 2) 4:05

1
Autonomy and Guidelines - The Art of Front-Line Empowerment 4:19

1
Lovemark? Infusing your brand with Mystery, Sensuality and Intimacy 5:14

1
Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience 25:08

1
Strengthening Teams Through Recognition 4:25

1
Navigating Challenges: Lessons from Starbucks' Recent Performance Miss 5:02

1
The Art of pARTnership: Maximizing Win/Wins 5:11

1
It's Not a Sprint - It's a Marathon: Balancing/Strengthening/Resting for Peak Performance 4:58

1
It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members 4:49

1
Turning Customer Disappointments into Delight: Tips for Business Leaders 3:39

1
S8E11: Rural Economic Development Through Events 17:59

1
Driving Customer Loyalty by Zigging When Others Zag 3:51

1
S8E10: Event Competencies with Lydia Tobin 27:03

1
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer 3:49

1
S8E9: Event Psychology with Victoria Matey 27:12

1
Scaling Your Business with Customer Magic - Part 2 4:21

1
S8:E8: LARPing in Events with Erika Shaefer 18:24

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