This week on The Modern Customer podcast, Joseph Michelli, Ph.D., bestselling author, influencer, speaker, and consultant with over 25 years of experience in customer experience, joins us. He shares insights from his work with iconic brands like Mercedes and Starbucks, as well as strategies for launching and maintaining successful customer experience programs.
Joseph shares the importance of emotional value in customer interactions, securing C-level support for impactful CX initiatives, essential metrics for tracking CX success, and balancing cutting-edge technology with the human touch.
BOOKMARKS
0:00 Introduction
01:39 Joseph Michelli's Journey in Customer Experience
04:10 The Importance of Emotional Value in Customer Experience
05:07 Consulting and Challenges in Customer Experience
12:38 Metrics and Measuring Customer Experience
15:35 Case Study: Mercedes-Benz Transformation
21:21 The Role of Leadership in Customer Centricity
25:33 Rapid Fire Questions with Joseph Michelli
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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. blakemorgan.substack.com/
Visit her website here: blakemichellemorgan.com/
5 авг 2024
