What makes a customer feel like they matter?
In this powerhouse conversation, bestselling author and world-renowned customer experience consultant Dr. Joseph Michelli joins us to unpack the magic behind some of the most beloved brands in the world — from Ritz Carlton and Starbucks to Zappos, Mercedes-Benz, and more.
Whether you're a business owner, team leader, or someone obsessed with elevating your client journey — this episode is your blueprint.
This conversation isn’t just about customer service — it’s about legacy. The kind that turns clients into loyal fans and employees into brand ambassadors.
If you’ve ever wondered what truly sets great businesses apart, you’ll want to hit play on this one.
KEY TOPICS
The “chocolate on the pillow” effect: How small, thoughtful details create unforgettable experiences
Why not every customer is right — and how to know which feedback is worth your energy
The art of designing a space and culture that your team and clients love
What Chick-fil-A does that AI never could
How to use brand rituals to stand out in a saturated market
Why the future of business is deeply personal — not just digital
CHAPTERS
00:00 Welcome to the New Studio
02:26 Introducing Dr. Joseph Micelli
03:15 Implementing 'Carry the Bag' Concept
04:11 Signature Moments in Customer Experience
06:22 Balancing Consistency and Innovation
12:27 Understanding Target Customers and Aspirations
22:39 Challenges in Customer Perception
29:37 The Importance of Company Culture
30:26 Employee Feedback and Engagement
30:58 AI in Customer Experience
34:29 Human Touch vs. AI in Customer Service
37:45 Balancing Technology and Human Interaction
40:32 Personalized Customer Service
44:28 Effective Sales Techniques
54:29 Decision Making in Business
55:58 Conclusion and Key Takeaways
MENTIONED IN THIS EPISODE
All Business is Personal: https://www.amazon.com/All-Business-Personal-Human-Centered-Technology-Powered/dp/1637746768
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CONNECT WITH DR. JOSEPH MICHELLI
Website: https://www.josephmichelli.com/
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.