094: Joseph Michelli, Becoming Customer-Obsessed

Becoming a customer-obsessed organization can seem impossible for many well-established companies. Fortunately, today’s guest has had a front-row view of some astounding transformations. Is it time for a customer experience overhaul? Today’s guest has made a name for himself exploring some of the world’s greatest customer experience brands and giving an insider’s view of how they have successfully turned their customer experiences around. Joseph Michelli tells some amazing stories of companies that have adopted and mastered the art of “customer-obsession.” These brands have given Joseph exclusive access to various stages of their experience strategies and allowed him to document their transformations. In his exploration of Mercedes-Benz USA, Joseph identifies the challenges of instilling a customer-centric mindset within an organization that has been largely successful as a product-focused entity. How can you get buy-in from executives who don’t want to risk an already-satisfactory and seemingly stable bottom line? How can you convince independent dealers and franchisees that these changes will lead to greater success for the long-term? Brands like Mercedes Benz, Zappos, The Ritz-Carlton and Starbuck’s have paved the way with their own trials and errors, and Joseph Michelli has the inside scoop on what has worked for them. If they can do it, so can you! Want to learn how these customer experience champions have secured phenomenal returns on investing in customer experience? You’re one click away. Listen in! About our guest: Joseph Michelli, Ph.D., CSP, is an internationally sought-after speaker, consultant, and best-selling author of business books about companies offering superior customer experiences, such as Starbucks, The Ritz-Carlton, Zappos, and most recently Mercedes-Benz USA, in his newest book Driven To Delight. Connect with Joseph Facebook Twitter LinkedIn Joseph’s blog Joseph’s podcast Related Content Joseph’s book, Driven To Delight 360Connext® post, 5 Success Lessons from Top Execs at Alibaba and AMEX Customers That Stick® post, On Keeping the Customer but Losing the Business       Joseph’s guest post on 360Connext®, You Can’t Microwave Customer Experience Excellence Episode 081: Walking the Talk of Improving Customer Service Sponsor Message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.    Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices