In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various industries, such as e-commerce, where deploying advanced technologies and training has reduced customer complaints significantly.
Another focal point is the effective use of social media, as demonstrated by a beauty brand that galvanized its customer base into brand advocates through consistent, authentic engagement on Instagram.
Additionally, the episode covers the importance of understanding and refining the customer journey, with a home builder client's success story illustrating the benefits of journey optimization on customer engagement and recommendations.
Empowering teams to innovate based on customer feedback is also highlighted, with insights from a technology startup's experience showing how internal feedback mechanisms can lead to better product offerings and increased sales.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on leading customer loyalty can reach out to him directly.
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It’s Emotional – Focus on the Hole
Break the Glass – The ABCs of Customer Experience During COVID-19
Break the Glass – Be Surprisingly Kind
Break the Glass – Set Expectations
Break the Glass – Anticipate
Break the Glass – Listen
Sharing Not Telling – Gratitude and Hope in Action
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
VUCA, Coronavirus, and Tools for Human Experience Leadership
Listening and Leading Customer Experience in Uncertain Times
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
Leveraging Trends to Drive Business Success through Customer Experience
2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls
Looking Back, Letting Go, and Moving Forward
Imagine it is 2025 – How’s Your Customer Experience?
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