EP 036 Dr. Joseph Michelli: The Gold Standard in Customer Service

My guest, Dr. Joseph Michelli is a world renown speaker, author and consultant who shares his knowledge of exceptional business practices with corporate leaders to develop productive workplaces with a focus on customer experiences.
He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. One of my favorite books he wrote is The New Gold Standard. It’s a must for training my team to specifically learn how to adopt the principles of the Ritz-Carlton level of customer care and service, which is essential for servicing our affluent clientele.
Our discussion starts with Dr. Michelli telling us about customer service. And by sharing examples from some of the companies he has consulted with he describes what is important for our affluent market - the journey to a great customer experience.
According to Dr. Michelli, a great customer experience is when companies and their employees meet customer expectations and exceed them. They develop emotional connections and then customized the service delivery to the wants, needs and desires of their customers, both stated and unstated.
In my opinion, a great customer service experience is not some strategy that’s “nice to have.” It’s a requirement if you want to build loyal, affluent customers.
Dr. Michelli’s new book, Stronger Through Adversity is really fascinating. In our conversation we did a deep dive about leadership:
·        Some of the challenges company leaders are facing because of Covid.
·        How leadership is changing.
·        How it relates to how we work with each other, as well as our clients.
·        The opportunities and need for investing in elevating experiences.
In the process of writing this book Dr. Michelli interviewed 140 leaders of major corporations around the world. The goal of the book is to help current and future leaders manage in times of crisis and beyond those critical times to position their brands for lasting success.
I hope you will be inspired by our stimulating and thought-provoking conversation. 
Enjoy the show!
Links Mentioned:
Marketing to Millionaires Success Circle on Facebook
Dr. Michelli’s new book, Stronger Through Adversity https://www.josephmichelli.com/stronger-through-adversity/
Connect with Dr. Joseph Michelli
Website: https://www.josephmichelli.com/speaking/
Facebook: https://www.facebook.com/TheMichelliExperience
Connect with Kelly
Website: www.MarketingToMillionairesPodcast.com
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