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Videos uploaded by user “The Michelli Experience”
Improving customer experiences | Driven to Delight | Joseph Michelli
 
02:05
Harry Hynekamp General Manager Customer Experience at Mercedes-Benz USA responds to the question "what was Mercedes-Benz USA's biggest setback in the journey to improved customer experiences?"
Simon Cooper-Brand Exclusivity
 
03:25
The Ritz-Carlton President Simon Cooper discusses disciplined brand relevance and product exclusivity... Part of a series for The New Gold Standard by Dr. Joseph Michelli http://www.amazon.com/The-New-Gold-Standard-Ritz.../dp/0071548335
Horst Schultze-Excellence
 
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The Ritz-Carlton co-founder Horst Schulze was asked to compare his service excellence to that of a maître d he admired in his youth... Part of a series for The New Gold Standard by Dr. Joseph Michelli http://www.amazon.com/The-New-Gold-Standard-Ritz.../dp/0071548335
Loving Parent's Home
 
03:11
Dr. Joseph Michelli speaking on a core principal of The Ritz Carlton hotel chain.
What's the difference between good and great customer experience? | Joseph Michelli
 
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Harry Hynekamp, general manager customer experience at Mercedes-Benz USA discusses the difference between good and great customer experience brands. The Michelli Experience http://josephmichelli.com/ Driven to Delight http://driventodelight.com/
Removing Pain for Customers, "The Customer Walk" | Joseph Michelli
 
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Take a journey in the shoes of your customer to see where the pain points are that can impede their experience with your brand. Dr. Joseph Michelli speaking for Volvo Group at their Uptime 2017 event on September 27, 2017 in Kissimmee, FL. BLOG: http://josephmichelli.com/blog/
Vivian-Corporate Pride
 
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Vivian Deuschl, Vice President of Public Relations, shares pride in The Ritz-Carlton's opening of their Battery Park property in New York City shortly after the 9/11/01 terrorist attacks on the city... Part of a series for The New Gold Standard by Dr. Joseph Michelli http://www.amazon.com/The-New-Gold-Standard-Ritz.../dp/0071548335
Why is a Mercedes-Benz USA product concierge important when a customer has their car delivered?
 
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Bart Herring, general manager product management at MBUSA discusses product concierge. Buy the book: http://driventodelight.com/ For more: http://josephmichelli.com/
Ed Staros-The Journey
 
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Co-Founder Ed Staros discusses the commitment to excellence that set the foundation for the The Ritz-Carlton's legendary success... Part of a series for The New Gold Standard by Dr. Joseph Michelli http://www.amazon.com/The-New-Gold-Standard-Ritz.../dp/0071548335
Subway Legacy | Joseph Michelli | The Michelli Experience
 
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Great brands recognize it's not about short-term profits but the lasting legacy. http://www.josephmichelli.com https://www.facebook.com/TheMichelliExperience https://twitter.com/josephmichelli http://www.josephmichelli.com/podcast
Mercedes-Benz Driving Customer Delight
 
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Drew Slaven, VP Marketing, at MBUSA responds to the question, "How did leadership at Mercedes-Benz effectively communicate the need to drive customer delight?" Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way http://driventodelight.com/ http://josephmichelli.com/
LEAD - Customers are Looking for Empathy | Joseph Michelli
 
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Use the acronym LEAD to validate customer emotions so that you are adding value to every interaction. *************************************** WEBSITE: http://josephmichelli.com FACEBOOK: https://www.facebook.com/TheMichelliExperience TWITTER: https://twitter.com/josephmichelli PODCAST: http://josephmichelli.com/podcast BLOG: http://josephmichelli.com/blog/ *************************************** 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 the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
Redesigning Process Improvement in the Age of AI & the Customer
 
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Long ago you could win in business if you had standardized processes and your competition did not. In essence, if you standardized your processes, you maximized efficiencies and drove consistency into your product creation and service delivery. Those standardization benefits are best exemplified by Henry Ford. Pity for his competitors who lacked Ford’s assembly line standardization and operated in a more random or haphazard way. In the book, Human + Machine: Reimagining Work in the Age of AI, Paul Daugherty and James Wilson suggest that automated processes are giving way to a future dominated by “adaptive processes.” While adaptive processes are defined in very complex ways by information systems designers, I’ll cull the concept to its essence by suggesting, that adaptive processes deploy real-time data to readily and continually guide improvements in all aspects of business. How are you investing in both people and technology to better position a competitive advantage through adaptive process improvement? Leave a comment over on the blog: https://josephmichelli.com/blog/age-of-ai/ ************************************ WEBSITE: http://josephmichelli.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Should companies market their customer experience excellence? | The Michelli Experience
 
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Drew Slaven, VP Marketing at Mercedes-Benz USA discusses whether companies should market their customer experience excellence. For more information: Joseph Michelli http://josephmichelli.com/ Driven to Delight http://driventodelight.com/
What lessons can a business learn from the Mercedes-Benz customer journey? | Joseph Michelli
 
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Harry Hynekamp, General Manager Customer Experience, at Mercedes-Benz USA responds to the question, "what lessons can a small or mid-sized business learn from the Mercedes-Benz customer journey?" Buy the book: http://driventodelight.com/purchase Website: http://josephmichelli.com/
Why do leaders at Mercedes-Benz USA aspire to be a customer experience "dynasty"?
 
01:05
Harry Hynekamp, general manager customer experience at MBUSA responds to the question, "why do leaders at Mercedes-Benz USA aspire to be a customer experience dynasty?" For more on Driven to Delight: http://driventodelight.com/ For more on Joseph Michelli: http://www.josephmichelli.com
How to manage multiple customer experience projects | The Michelli Experience
 
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Harry Hynekamp, General Manager Customer Experience, at Mercedes-Benz USA discusses how to effectively manage multiple enterprise-wide customer experience projects. Driven to Delight: http://driventodelight.com/
How a brand becomes top of mind to customers
 
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Dr. Joseph Michelli presents why certain brands are top of mind to customers.
What is the role of customer centricity in product development? | Joseph Michelli
 
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Bart Herring, General Manager Product Management, at MBUSA discusses the role of customer centricity in product development. Driven to Delight book: http://driventodelight.com/ Website: http://josephmichelli.com/
How do you assure that customer experience is everyone's job? | Driven to Delight
 
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Harry Hynekamp, general manager customer experience at Mercedes-Benz USA responds to the question of "how do you assure that customer experience is everyone's job?" Buy Driven to Delight: http://driventodelight.com/ Joseph Michelli: http://josephmichelli.com/
Maximizing the Value of Customer Journey Mapping | Joseph Michelli
 
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Beyond Customer Journey Mapping ************************************ WEBSITE: http://josephmichelli.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Customer Experience & Product Experience | Driven to Delight
 
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Bart Herring, General Manager Product Management for MBUSA responds to the question of how does customer experience fit with great products?
Mercedes-Benz USA decided to be the best customer experience provider | Joseph Michelli
 
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Drew Slaven, VP Marketing, at MBUSA responds to the question, "why did Mercedes-Benz set the target to be the best customer experience provider?" Driven to Delight book: http://driventodelight.com/
Can brands use media to talk about the experience they deliver? | Joseph Michelli
 
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Drew Slaven, VP Marketing, at Mercedes-Benz USA discusses using the media to talk about the experiences they deliver at MBUSA. Website: http://josephmichelli.com/
How do great customer experiences differentiate between brands? | Joseph Michelli
 
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Drew Slaven, VP Marketing at Mercedes-Benz USA discusses customer experience differentiation between brands. Buy the book, Driven to Delight: http://driventodelight.com/
Does Your Business Have An Adaptive Agile Customer Experience Design?
 
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Does Your Business Have An Adaptive Agile Customer Experience Design? ************************************ WEBSITE: http://josephmichelli.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
As CFO who is your customer? | Driven to Delight
 
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Harald Henn responds to the question, "as CFO of Mercedes-Benz USA who is your customer?" Driven to Delight book: http://driventodelight.com/ Joseph Michelli: http://josephmichelli.com/
Why should companies invest to improve the customer experience? | The Michelli Experience
 
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Harald Henn, CFO Vice President at Mercedes-Benz USA responds to the question, "why should companies invest to improve the customer experience?" Buy the book: http://driventodelight.com/purchase Website: http://josephmichelli.com/
What do you want your legacy to be? | Driven to Delight | Joseph Michelli
 
01:00
Bart Herring, general manager product management at MBUSA responds to the question, "What do you want your legacy to be at Mercedes-Benz USA?" Buy Driven to Delight: http://driventodelight.com/ http://josephmichelli.com/
The Cost of Serving Well
 
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Dr. Joseph Michelli talks about police officer Michael Castillo helping a boy outside a Target store.
Welcome to The Michelli Experience
 
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We are glad you stopped by and hope we can explore opportunities to serve you! www.themichelliexperience.com 888-711-4900 [email protected]
Surprises along the customer experience journey at Mercedes-Benz USA
 
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Harald Henn, CFO Vice President at Mercedes-Benz USA responds to the question, "What has surprised you along Mercedes-Benz USA's customer experience journey?" Buy the book! http://driventodelight.com/ http://josephmichelli.com/
Surprised along the journey to be "Driven to Delight" | Joseph Michelli
 
01:02
Bart Herring, general manager product management, at Mercedes-Benz USA discusses surprises along the journey to be Driven to Delight. Book: http://driventodelight.com/ Keynotes, presentations, workshops: http://josephmichelli.com/
What is the role of collaboration in customer experience excellence?
 
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Harry Hynekamp, General Manager Customer Experience at Mercedes-Benz USA talks about the role of collaboration in customer experience excellence. Driven to Delight: http://driventodelight.com/ http://josephmichelli.com/
Unexpected moments during the customer experience transformation at Mercedes-Benz USA
 
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Gareth Joyce, VP Customer Services, at Mercedes-Benz USA responds to the question, "what unexpected moments did you encounter as Mercedes-Benz transformed customer experiences?" Website: http://josephmichelli.com/
Scaling a Small Business for Growth
 
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Scaling a Small Business for Growth | Joseph Michelli interviews Ellen Rohr (Part 2) Watch Part 1: https://youtu.be/ZctcTGzeX20 Visit Ellen: https://ellenrohr.com ************************************ WEBSITE: http://josephmichelli.com/ GET SOCIAL: Facebook: https://www.facebook.com/TheMichelliExperience Twitter: https://twitter.com/josephmichelli Podcast: https://drjosephm.podbean.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
What Do You Know About Who You Know? | Joseph Michelli
 
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The Michelli Experience - http://www.josephmichelli.com Blog post: http://josephmichelli.com/blog/?p=1576
Joseph Michelli | International Speaker, NY Times #1 Bestselling Author, & Business Consultant
 
01:05
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 the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. ************************************ WEBSITE: http://josephmichelli.com/ BLOG: https://josephmichelli.com/blog/
Gummy Connections that WOW
 
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In this week's WOW story, Joseph acknowledges a gummy connection... To share your WOW story for inclusion, please send it to [email protected]
Saint Peter's Healthcare New Brunswick, NJ - Michelli WOW Champion
 
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The staff at Saint Peter's demonstrated their calling for service in response to the aftermath of Hurricane Sandy.
ICE Bucket
 
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This video is about ICE Bucket
Deliver WOW - Getting Sauced the Sonny's Way
 
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Welcome to our new WOW video series! Rather than summarizing our weekly blog and podcast, we will be using these short videos to tell WOW service experience stories. Won't you join in to help us by offering examples of how you have been WOW'd or how you or a team member have WOW'd your customers. Send your stories to [email protected] We will still be providing our original blog and podcast content free at www.themichelliexperience.com
Aha Moments along Mercedes-Benz USA's customer experience transformation
 
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Greg Gates - General Manager Strategic Retail Development Mercedes-Benz USA Buy Driven to Delight: www.driventodelight.com Joseph Michelli Ph.D: www.josephmichelli.com
Never too Old to WOW
 
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You think you are too tired, too busy, or too ______ to serve and wow others. Excuses be gone - check out this week's WOW blog.....
Design for Customer Value | Lessons from the Downfall of Blockbuster
 
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What can we learn from the downfall of Blockbuster? In 2004 Blockbuster operated 9,00 stores. By the summer of 2018 there is only one store left standing. Design for customer value to avoid a brand plummet. ************************************ WEBSITE: https://themichelliexperience.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
The ingredient for creating excellenct customer experiences | Joseph Michelli
 
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Harry Hynekamp, General Manager Customer Experience, at Mercedes-Benz USA responds to the question, "what are the ingredients for creating excellent customer experiences?" Driven to Delight book: http://driventodelight.com/ Joseph Michelli, author: http://josephmichelli.com/
The Convenience Revolution for Small Business Owners | An Interview With Shep Hyken
 
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Interview with Shep Hyken on the convenience revolution. Buy the book: www.BeConvenient.com The hardcover book will be available October 2, 2018. As a pre-publication special, anyone who purchases the book in advance from BeConvenient.com will receive the eBook immediately and at no charge! #ConvenienceRevolution #CX ************************************ WEBSITE: https://josephmichelli.com/ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Art and Science.mov
 
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Preview this week's blog which is posted at josephmichelli.com/blog or the podcast at drjosephm.podbean.com titled "Customer Experience - Art or Science? The answer is YES!"