Lessons from world-class brands: How to build a legendary customer experience with Joseph Michelli

Episode notes

Lessons from world-class brands: How to build a legendarycustomer experience with Joseph Michelli In this podcast, Dr. Joseph Michelli, a customer experience expert, shared his background in organisational development and psychology, highlighting his work with both large and small businesses toimprove service delivery and customer experiences. The discussion explored customer experience strategy across different business sizes, emphasising the importance of aligning marketing, sales, and service delivery while maintaining emotional connections with customers. The conversation concluded with insights on implementing customer experience improvements through programs likeStarbucks' customer walk initiative, while emphasizing the need for human interaction and proper oversight of AI tools in service delivery. Joseph Michelli - Chief Executive Officer,Assistant Professor and an Advisory Board Member Linkedin *Board Member for Customer-Centric Businesses *Consultant/Customer Attraction, Retention, and Referral Expert *Ph.D.

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