Destination: Heroic Success

1
Refunds, Repurchases and Returning Customers! 30:44

12 days ago30:44

30:44

In this episode of the Customer Experience Bus , Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process. But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors. Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful brand differentiator. Listeners will gain practical strategies on streamlining return policies, reducing friction in post-purchase interactions, and using the returns process as an opportunity to strengthen customer relationships. If you want to turn a necessary business function into a competitive advantage and a driver of repeat business, this episode is a must-listen. Subscribe to Customer Experience Bus for more insights, and visit josephmichelli.com to stay connected with Dr. Michelli. To contact Lindsay or learn more about Reshop: https://www.linkedin.com/in/lindsay-igoe-0257419a/ https://www.linkedin.com/company/reshop-global/ https://www.reshop.com/…

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Destination: Writing Your Own Story with GUEST Lior Arussy 32:01

13 weeks ago32:01

32:01

In this episode of the Customer Experience Bus , Dr. Joseph Michelli is joined by Lior Arussy, a distinguished author and consultant renowned for his expertise in customer experience and transformational change across numerous organizations. They discuss Arussy's new book, Author: Write Your Story, Lead Your Life , which is praised for its powerful approach to using personal narrative to drive significant change and self-discovery. Arussy discusses the central theme of the book—how individuals often remain trapped in outdated narratives that hinder personal and professional growth. He explains that by reassessing these internal stories and rewriting them, one can unlock a future of resilience and empowerment. This shift from a factual to a narrative focus is crucial for truly motivating and mobilizing individuals and organizations alike. The conversation covers practical strategies for overcoming common psychological barriers like imposter syndrome and the gratitude denial syndrome, emphasizing the importance of recognizing and internalizing positive feedback to foster self-confidence and capability. Arussy shares personal anecdotes and professional experiences that illustrate the transformative power of embracing one's narrative and actively authoring one's life story. By the end of the episode, listeners are equipped with insights into how they can apply these principles to foster resilience, embrace change, and lead more effectively by understanding and reshaping their own stories. Listeners can obtain more transformative insights by exploring Arussy's book, available for deeper understanding and practical applications in both personal and professional contexts. You can also contact Lior at liorarussy.com . Also, please subscribe to the Customer Experience Bus where ever you get your podcasts or watch the episode and subscribe to Joseph's YouTube channel - Customer Loyalty and Referrals .…

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Destination: The Nordstrom Way to Customer Loyalty, Innovation, and Sustained Success with GUEST Robert Spector 50:16

17 weeks ago50:16

50:16

In this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector , a respected authority on customer experience and the heralded author of " The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service . " Together, they delve into the enduring legacy of Nordstrom, exploring how this iconic brand has maintained its entrepreneurial spirit through flexibility, agility, and a steadfast commitment to customer service. Join Joseph and Robert as they discuss the key elements that keep Nordstrom at the forefront of the retail industry, ensuring it remains a dynamic and innovative presence in the marketplace. Don't miss this insightful conversation that sheds light on the importance of nurturing a culture that embraces change and prioritizes the customer experience. Please remember to subscribe to this podcast or to Joseph's YouTube channel so you can watch these insightful guests. Also please share this episode to spread wisdom on achieving lasting success in customer service and engagement.…

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Destination: Heroic Success 44:08

3 years ago44:08

44:08

John B. Hanson jumped on the CX bus for a journey to Heroic success - which may not be where you think it is. Listen in and play along for thought-provoking content and your chance to win prizes!

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Destination Punk XL (Xperience Leadership) 46:22

3 years ago46:22

46:22

My navigator Adrian Swinscoe says there's a huge difference between "Customer Experience" and "A Customer's Experience." Hop on the bus and listen to his explanation...

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Destination: Customer Feedback Surveys that Don‘t Suck 30:53

3 years ago30:53

30:53

James Dodkins says most customer surveys are boring, impersonal, unrealistic, and lack relevance. Hop on the CX bus to learn more and don't miss your chance to win in this month's trivia.

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Season 2 Launch - Joseph driving solo 29:52

3 years ago29:52

29:52

Joseph announces the "rebrand" and "relaunch" of his Livestream series and how it will be shared as Season 2 of Are We There Yet? Season 1 extracted interviews Joseph did in late 2020 and early 2021 and placed them in the "Are we there Yet" podcast series. In this episode, Joseph outlines the format for the podcast and asks three trivia questions/riddles. The first person to correctly answer each question at joseph@josephmichelli.com will receive a signed copy of one of Joseph's books. Thanks for hopping on the CX bus.…

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Destination: Repeat Business with Shep Hyken 44:10

3 years ago44:10

44:10

This week’s guest is Shep Hyken. Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! For more, visit https://hyken.com . Originally streamed live on Thursday, July 29, 2021.…

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Destination: Service Leadership with Christine McHugh 44:43

3 years ago44:43

44:43

This week’s guest is Christine McHugh, who brings her executive leadership experience to consult and coach on strategic planning, operations, culture and talent development within customer-centered service industries. Christine works with clients and companies at a pivotal moment—when they're ready for help and perspective from an experienced executive. Successful clients see this partnership and the business growth as a learning opportunity. Leaders and teams are set-up to succeed long-term. She has a book, "From Barista to Boardroom," which is part autobiography and part business memoir available at booksellers now. For more visit, https://www.christinemchughconsulting.com.…

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Destination: The Experience Economy with Joe Pine 45:32

3 years ago45:32

45:32

My guest this week is Joe Pine. Joe and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. Joe Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. A former Visiting Scholar with the MIT Design Lab, he is currently a Lecturer with the Columbia University School of Professional Studies and has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA’s Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded. Joe is co-founder of Strategic Horizons which offers the tools, experiences, and education to explore and master today’s economic marketplace. For more information, visit https://strategichorizons.com . Originally broadcast as a video live stream on July 1, 2021.…

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Destination: The Educational Experience with Dr. Byron Ernest 37:37

3 years ago37:37

37:37

This week’s guest is Dr. Byron L. Ernest. Dr. Ernest is the Director of Educator Development & Partnerships at Noble Education Initiative and is charged with developing teacher leadership and certification programs as well as college and university partnerships. Dr. Ernest developed NEI’s 3-D Leadership Program. The 3-D Leadership Program is designed to discover great talent within participating schools and develop this talent to become the next generation of great teachers and leaders. Dr. Ernest is an avid blogger, with his thoughts on education and leadership being found at www.byronernest.wordpress.com. Additionally, he tweets often on matters of education and leadership. Dr. Ernest can be followed on Twitter at @ByronErnest. Originally live streamed on May 27, 2021.…

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Destination: The Brain with Dr. Rebecca Heiss 45:04

3 years ago45:04

45:04

Unpacking the paradoxes of the way humans think is Dr. Rebecca Heiss’ life work. Her research has been designated “transformative” by the National Science Foundation. She taught at the South Carolina Governor’s School for Science and Mathematics and later was recruited to be among the founding faculty members to develop a startup school to nurture entrepreneurial minds and approach learning through impact. She is the founder and CEO of Icueity, a continuous 360 review app providing users ongoing fearless feedback and challenging them to grow in self-awareness. Her latest book Instinct is a roadmap that anyone can use to finally stop living on autopilot, improve productivity and happiness, and consciously craft a better life. For more about Rebecca, visit https://rebeccaheiss.com . Originally recorded as a video Livestream on Thursday, May 6, 2021.…

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Destination: The Resilient Experience with Dr. Chris Recinos 45:36

3 years ago45:36

45:36

This week’s guest is Chris Recinos. Chris has climbed the ladder as a front-line nurse, nurse practitioner, nurse faculty, nurse leader, chief nurse executive and nurse entrepreneur. She went from being a teen mom living in foster care to a Chief Nurse Executive with a PhD in her 30s and learned how to manage a business while raising a family. For more visit, https://nurseleadernetwork.com . Originally aired on Thursday, April 29, 2021, as a video Livestream.…

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Destination: Memorable Customer Experiences with Micah Solomon 47:29

3 years ago47:29

47:29

Micah Solomon is a hands-on customer service consultant, trainer and training designer, keynote speaker, and one of the world's leading experts on customer service, company culture, and the customer experience. Termed “the world's #1 customer service turnaround expert” by Inc. Magazine, he’s been named by The Financial Post as “The New Guru of Customer Service Excellence.” A bestselling author, Micah’s five books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is also a Senior Contributor to Forbes where he covers the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and, repeatedly, in the Harvard Business Review. For more about Micah, visit https://micahsolomon.com . Originally published as a video Livestream on Thursday, April 22, 2021.…

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Destination: Customer Experience Tools with Samantha Burns 49:15

3 years ago49:15

49:15

This week’s guest is Samantha Burns. Sam is the Founder and Director of Brilliance and is an international client success co-creator with more than 20 years’ executive experience in customer success-related accountabilities. She has an MBA cum laude in customer loyalty from Surrey University, UK. Plus, a BA Degree in psychology and communications. Sam is dedicated to helping companies all over the world succeed by focusing on their customers’ success. Brilliance believes in business “doing well by doing good.” For more about Brilliance, visit https://brilliancecx.com .…

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Destination: Heroic Success