How hard is it to become your customer?
What can we learn from best-in-class customer experience companies that consistently achieve brand loyalty and advocacy?
Featured podcast guest, Joseph Michelli, Ph.D., a Wall Street Journal and New York Times #1 bestselling author, shares actionable customer experience leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. His advice is based on working with customer-centric brands including The Ritz-Carlton Hotel Company, Starbucks, Mercedes-Benz, Airbnb, Zappos, and the Pike Place Fish Market.
What you’ll learn from this episode of Doing CX Right with Stacy Sherman & Joseph Michelli, PH.D.
- What customer experience means and which brands are known for CX.
- Proven strategies and tactical steps that reputable brands take to achieve success.
- Effective ways to motivate employees to deliver memorable customer experiences.
- Should staff be monetarily incentivized to achieve customer satisfaction metrics?
- Best leadership advice received and given.
- The most important key take away for business leaders to do now.
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About Joseph Michelli, Ph.D. ~ Lessons From Best-In-Class Customer Experience Brands
Joseph is a certified customer experience professional, one of Global Guru’s top three experts on customer service, the author of ten business books about companies like Stronger Through Adversity, Airbnb, Starbucks, Zappos, Mercedes-Benz, and The Ritz-Carlton Hotel Company. In addition to being a Wall Street Journal and New York Times #1 bestselling author, Joseph helps leadership teams improve the experiences they provide for team members and customers. He also is an internationally sought-after keynote speaker on leadership and customer or patient experience. More details are on his website.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.