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.

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.

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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!

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