show episodes
 
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
 
The ChangeMakers Podcast presented by cityCURRENT shares personal stories and insights from those who are giving back and making a difference so we can learn and do the same. We cover life lessons, business advice, passion, and purpose. Share the ways you're making a difference using #changemakers.
 
Kelly O’Neil is on a mission to help small businesses and entrepreneurs recession proof their business and catapult their profits by teaching them the insider secrets to mastering the art of Marketing to Millionaires ™. Each week, join the internationally recognized expert in marketing to affluent clientele as she shares her behind the scenes insights, strategic tips and market disrupting information on how to find, engage, sell and impress your high-end clientele. Kelly will also share cand ...
 
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show series
 
This is the first in a 5-part series. In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. As you can imagine, the timing of The Airbnb Way wasn’t optimal, as Airbnb faced its share of challenges with dramatic decreases in trav…
 
Ed also talks about forming the Gillentine Group in 2008 to focus on legacy planning and philanthropic strategies to help families have a more significant impact on the world. He shares the story of writing his book, "Journey to Impact: A Practical Guide to Purpose-Driven Investing," and talks about some of the lessons and steps that have helped hi…
 
This is the final post in a series titled "Customer Experience IS Team Member Experience." Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for drivi…
 
This is the fifth post in a series titled "Customer Experience IS Team Member Experience." As this post's name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activ…
 
Where to look when no one’s looking…Recruit, Hire and Retain NOW! For top teams who want to continue growing their team Culture of Success® in today’s market. With unemployment benefits creating a disincentive for many people to work, where do you find the BEST team members NOW? In this Crown Council 20:00 Mentor of the Month, the Total Patient Ser…
 
This is the fourth in a series titled "Customer Experience IS Team Member Experience." Generally, the benefits of a highly engaged workforce fall into two categories – increased financial performance and improved employee performance and well-being. Since employee engagement looks like the best thing since sliced bread, how do we increase it in our…
 
This is the third in a series titled "Customer Experience IS Team Member Experience." As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12. Next week, we’ll look at employee engage…
 
I’ve spent considerable time talking about adaptivity and learning resilience. As such, I’m intrigued by the role of "vigor" and “absorption” in concepts of employee engagement. As you'll recall from my last installment, employee engagement or EE was conceptualized in 1990 but didn't gain research traction until approximately 2008. In that post, I …
 
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 c…
 
This is the first post in a series titled "Customer Experience IS Team Member Experience." As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard …
 
Previously, I've unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely: Flexibility Speed Experimenting Performance Risk Interpersonal Risk Taking Collaborating In this installment, we’ll explore the final three skills presented in Dr. Burke's book, Learning Agility. Those skills are:…
 
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 execu…
 
Risk can come in the form of stretch opportunities or interpersonal sharing. In all cases, we need to proactively leave our comfort zones to grow and spark innovation. Volunteering for a new assignment, increasing appropriate, personal disclosure, and reaching out to others for collaboration, all require a courageous stretch. Think of a project or …
 
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 lon…
 
Professor Burke is an organizational psychologist who began studying the characteristics of high potential individuals and high-performance teams. In 2017, Professor Burke released his ground-breaking book, aptly title Learning Agility, Dr. Burke, along with partners at the Center for Creative Leadership, assessed hundreds of leaders to determine t…
 
Dr. Dweck is a Stanford University professor of personality, social, and developmental psychology. Her work looks at how beliefs shape individual differences, and her book Mindset -The New Psychology of Success is a must-read for anyone trying to drive personal or organizational change. Mindset offers insights on how belief systems foster or hinder…
 
Given the complexity of business, specialization is a natural and powerful force. Often in larger organizations, the research and development department owns much of the innovation. For example, a customer experience leader might enlist the services of their agile team to gather input, create a minimally viable solution, and iterate product or serv…
 
In A Whack on the Side of the Head, Roger suggests that clarity is essential for communication but can be limiting when it comes to ideation. In essence, when we don't embrace the multi-faceted nature of problems we often rush to simple and incomplete solutions (typically selecting the first logical solution that comes to mind). Similarly, Roger be…
 
“Back surgery is your only option…" This statement inspired Dr. Eric Goodman to overcome a seriously bad back. Severe, years long debilitating lower back pain had been hanging over Dr. Goodman’s upcoming Chiropractic career. A year before graduation his pain hit and held its climax for several months. This was a maddening experience. After dedicati…
 
In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book's author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered keen insights which were foundational to professor Car…
 
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 design…
 
Recently, I have been asked to highlight companies that demonstrate breakthrough (CX) customer experience innovation. So, before I launch into another series, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. As you may know, the Manhattan-based jeweler serves upscale clients across the globe who are looking for custom-design…
 
Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more than 200 studies on customer value. The book is a rich resource on what drives customer choice, wa…
 
Chris and Elaine moved from St Louis, MO to Franklin, TN in 2004 to start a church. Little did they know that in the process of pastoring a church that One Generation Away would be birthed. In 2013 One Generation Away was established and in the first year distributed 400,000 pounds of food from the back of the Whitney’s car. It has now grown to ser…
 
Dr. Ray McKinley graduated from University of Detroit School of Dentistry in 1974. He has provided state-of-the-art dental care in Macomb County for over 40 years. Dr. McKinley’s daughter Brittany joined the practice in the summer of 2011, upon her completion of her dental degree from The University of Detroit, School of Dentistry. Dr. McKinley rem…
 
The Crown Council was first introduced to Jon Acuff by Crown Council member Dr. Dennis Wells who takes care of Jon’s oral health. At the Annual Event in Nashville in 2015 where he presented to us about his book “Do Over.” Then 3 years later he returned to the Annual Event stage to share his presentation about his next book “Finish: Give Yourself th…
 
Michael shares his story of traveling the world, how he was able to finance his adventure, some of his favorite moments, many lessons along the way, and what advice he would pass along to others who want to pursue a dream. He also talks about his next chapter with Mindful Media and how he is taking the experiences learned working with media compani…
 
During the interview, Rusty talks about growing up in Texas, graduating from the University of North Texas and getting into the insurance business. He discusses being named President and CEO of Higginbotham in 1989 at the age of 27, and implementing the firm’s defining “single source” service model whereby customers can obtain all their insurance a…
 
From challenging stereotypes of girls in her Catholic school more than 40 years ago, to her first job after college convincing nonprofits to engage with youth volunteers, or her role as board chair of a global nonprofit transforming the way we do international development, Nancy has experienced the challenges of leading big change within establishe…
 
Recently, Joel co-founded Kosan, a travel clothing company. The company launched one of the most successful Kickstarter apparel products of all time - reaching over $1M in sales in 30 days. He appeared on CBC's hit show Dragon's Den, was one of the inaugural BCBusiness 30 Under 30 entrepreneurs and is also an author and award-winning documentary fi…
 
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passiona…
 
Mentor of the Month with Crown Council All-Star Dr. Chris Hammond. He spent an hour with the 2020 Young Dentist Program sharing his "life tips". This Mentor of the Month is that mastermind call with the Young Dentists. Learn from one of the best in the Crown Council about how he builds culture and his team. A practicing dentist in Provo, Utah, sinc…
 
Matine now serves as Executive Director of EEqual, a youth-led nonprofit, raising $100,000+ for students in need. Matine has been featured in People Magazine, ABC News, and has won the President’s Volunteer Service Award three times. EEqual’s mission is to level the playing field for students in poverty. The organization provides scholarships and m…
 
In 1996 a group of forward-looking dentists were searching for a group where like-minded dentists seeking continual improvement could come together. Their goal was to raise the overall standards of dentistry together by creating a culture of success personally, professionally and in their respective communities. Those dentists with the help of Stev…
 
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.…
 
JOIN Steve Anderson and Dr. Joseph Michelli as he shares a preview of what he learned from interviewing hundreds of business leaders about thriving through challenges. BOOK: "Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges" In "Stronger Through Adversity", Michelli provides th…
 
More than ever, people make purchases based on social proof. That’s especially true of affluent buyers. My guest today is one of my partners, Troy Howard, owner of So Tell Us, an industry disruptor in online reviews and referrals. Troy has always had a passion for combining technology and marketing, leading him from selling yellow page ads to becom…
 
I recommend mobile marketing for my clients that own a company that’s my size or larger. It’s also a great marketing tool for new entrepreneurs. Mobile marketing, or as Ryan Fenn calls it “conversational marketing” is a mix of automation and human interaction. Ryan is one of my partners and a master at mobile marketing. Ryan is the President of Chi…
 
His teaching career spans nearly 40 years and includes instruction in English, speech and drama, theater arts, and speech communications. Since his retirement in 2016, Dr. Sennett stays busy writing, speaking, serving on the boards of several non-profits, and offering encouragement and expertise to those in need. HERB'S BACKGROUND AND PROFESSIONAL …
 
The idea of contacting a celebrity to endorse or showcase your product or cause can be intimidating. But it’s not impossible. And getting a celebrity client to become your affluent client is a real possibility. For the past ten years, I’ve relied on Jordan McAuley for his expertise to help me make inroads to reach celebrities and influencers. Jorda…
 
The LinkedIn strategist and expert I depend on is Karen Yankovich, CEO of Uplevel Media. Karen’s company is a LinkedIn marketing firm delivering profitable, cutting-edge LinkedIn strategies. A popular trainer and international speaker, Karen’s social media advice and expertise can be found in guest contributions to Costco Connection, Huffington Pos…
 
In my company, we are highly strategic and believe in systemizing everything. My partner, Nathan Hirsch and I have the same practice when it comes to the world of virtual assistants. Nathan is an entrepreneur and expert in remote hiring and eCommerce. In 2015 Nathan co-founded FreeUp.com with an initial $5,000 investment, scaled it to $12-million p…
 
My friend, Bridget Brady is my go-to person regarding social media marketing to not only build a brand, but to strategically attract affluent clients. Bridget’s company, Amp Up My Biz is a leader in the world of online marketing. Bridget and her team provide full-service, soup-to-nuts marketing solutions including: social media marketing and traini…
 
Meg Clarke is the owner and founder of Clapping Dog Media where she is a master at growing organic traffic. By using data, proven techniques and years of experience, Meg and her team help to turn web visitors into raving fans that stick around. Meg understands the power of SEO – search engine optimization. Meg teaches entrepreneurs how they can har…
 
Roberto C. Candelaria is the CEO and Co-Founder of Ready to Propel, LLC, a purpose-driven marketing and talent agency. He is the best-selling author of "Sponsorship for Influencers" and host of “The Connected Community Leader” Podcast. As a business profit strategist and sponsorship consultant working with over $25-million in funding, his strategie…
 
My guest today is a genius at connecting millionaires and billionaires. He’s a Joint Venture expert and knows how to create profitable partnerships. Sohail Khan is the founder of The Venture Group. Prior to starting The Joint Venture Group, Sohail has had over 15 years of sales, joint venture marketing and business experience. Having previously bui…
 
My go-to podcast expert is Matt Johnson, the host of the podcast called MicroFamous. Matt is a musician and a marketing, podcast and production agency founder based in San Diego. He has an international team that helps business coaches, consultants and thought leaders use done-for-you podcasting to attract an audience, build influence and become Mi…
 
Jacqueline Nagle has forged a successful career based on redefinition, evolution and left of center thinking. She has deployed strategies and projects which has led to helping companies reach seven and eight figure growth and even selling businesses to the Australian Securities Exchange. Her resume is so unique including taking on hostile negotiati…
 
Brielle Cotterman is a TEDx Speaker, Publicity Expert and Celebrity-Maker. She has spent the better part of the last decade helping clients to craft and scale dream careers to seven-figures and beyond, by leveraging their personal stories and passions in order to create speaking tours, author award-winning books, procure media placements, and inspi…
 
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