Podcast terbaik Customer Engagement (2024)

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Elevating Employee Wellbeing: The Key to Workplace Success 4:41

6d ago4:41

4:41

In this episode, Dr. Michelli explores the intricate dynamics of hybrid and remote work environments and their impact on employee well-being. Citing recent Gallup and Workhuman research, he underscores that while flexibility is cherished, it alone does not guarantee enhanced employee satisfaction. The cornerstone of thriving remote teams lies in cr…

1
The Power of Product Knowledge: Mastering the Basics 3:52

13d ago3:52

3:52

In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversig…

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Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences 4:17

20d ago4:17

4:17

In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their …

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Transforming Service into Experience: The Power of Personal Connection 4:06

27d ago4:06

4:06

In this episode, Dr. Michelli examines the profound impact of exceptional customer service that transitions into unforgettable customer experiences. He shares a compelling story from Capital One, where a simple customer service interaction was transformed into a memorable experience that resonated deeply with the customer. The story revolves around…

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The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints 4:11

1M ago4:11

4:11

In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance. The article highlights that organi…

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It's Not Just Who You Know: Building Deeper Connections for Success 4:41

1M ago4:41

4:41

In this episode, Dr. Michelli delves into the art of relationship-building, challenging the traditional adage with a nuanced approach: “It’s not what you know OR who you know. It’s what you know ABOUT who you know and what they know about you.” He discusses the importance of not only forming connections but also deeply understanding and being under…

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The Success of Your Business Depends on a Single Question: How Do You Respond? 4:05

2M ago4:05

4:05

In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments t…

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Customer Experience (CX) Day - Celebrating the Power of Partnership 5:15

2M ago5:15

5:15

In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program …

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

2M 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…

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Defying Expectations - The Power of Vision, Purpose, and Dedication 4:14

2M 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 …

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Your Customers Are Changing Fast, Are You? 4:44

3M 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…

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Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls 4:01

3M 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

3M 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…

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Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping 4:40

3M 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…

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Valued but Not Equal - A Case for Customer Segmentation 4:17

3M 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…

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

4M 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
How to design a marketing campaign centered around user activity? 3:49

4M ago3:49

3:49

Join Krishna Chaitanya, a CX expert at Upshot.ai, as he shares his journey of crafting a successful marketing campaign for a brand. Discover how focusing on user activity and leveraging personalization boosted user engagement and created a sense of pride in user achievements.

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

4M 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…

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

4M 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
How can you take your app's customer engagement to the next level? 6:23

4M ago6:23

6:23

In this episode, Krishna Chaitanya, CX expert at Upshot.ai, joins Kaustuv Dwivedi to discuss strategies for taking your app's customer engagement to the next level. They explore how top-performing apps can further enhance their engagement efforts and delve into the powerful connection between customer engagement and overall revenue boost. Tune in t…

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

4M 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…

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How did these apps achieve outstanding user engagement? 7:37

4M ago7:37

7:37

Join Krishna Chaitanya and Kaustuv Dwivedi as they highlight apps that have excelled in customer engagement using cutting-edge user engagement tools. Krishna shares insights from his experience as a Customer Success Expert at Upshot.ai, discussing how these apps boosted their organic engagement to new heights.…

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

5M 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
Are you being PUSHED or PULLED by the apps on your phone? 3:49

5M ago3:49

3:49

In this episode, Krishna Chaitanya, CX Expert at Upshot.ai, lists down the popular apps on your phones that follow the PUSH or PULL philosophy. In his discussion with Kaustuv Dwivedi, he also outlines identifiers of mobile apps in each category.

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PUSH vs. PULL! What to expect from a user engagement tool? 3:31

5M ago3:31

3:31

Learn more about the PUSH vs. PULL philosophy in app development from Krishna Chaitanya, CX Expert at Upshot.ai, and Kaustuv Dwivedi, as they talk about what different apps and marketers can expect when using a user engagement platform.

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

5M 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…

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What is the need for a user engagement tool? 2:18

5M ago2:18

2:18

Join Krishna Chaitanya, CX Expert at Upshot.ai, and Kaustuv Dwivedi as they dive deep into why and when apps really require a user engagement tool. They also cover different groups of apps and their varying needs when it comes to user engagement tools.

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Smart vs. Risky Uses of a User Engagement Tool 32:35

5M ago32:35

32:35

Join Krishna Chaitanya, CX Expert at Upshot.ai, and Kaustuv Dwivedi, as they explore the effective and ineffective uses of user engagement tools. Learn about different professionals' expectations, success stories, and common pitfalls. Whether you're a developer, marketer, or product manager, gain valuable insights to help you maximize your app's po…

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

5M 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…

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