Do you want to create a customer-centric culture that prioritises exceptional customer experience? This week, we enjoyed learning from the internationally sought-after speaker, author, and organisational consultant Joseph Michelli. Joseph started his consultancy journey working for the Pike Place Fish Market in Seattle. Since those early days in his career, he's worked with some of the biggest brands in the world, including Starbucks, Zappos, Mercedes Benz and Ritz Carlton. 

In this episode, Joseph shares some great stories about excellent customer service he has seen throughout his career and how leadership plays a pivotal role in prioritising a customer-centric culture. He dived into his work at Ritz Carlton, Mercedez Benz and Starbucks, all experiences from which he wrote fantastic books.

 If you want customer service to be at the heart of your strategy. Joseph explains what do you need to do. How to map out the customer journey, finding those high-value touch points. 

An energising conversation. Download and listen to learn more.

On today's podcast: 

• A passion for being of service to others
• The Ritz Carlton's standard of service
• The pivotal role of leadership in customer service
• Exploring the power of emotion
• Shifting towards technology-aided service

Follow Joseph Michelli:

Website

LinkedIn

Fish Throwing at Pike Place Fish Marketplace in Seattle

Book recommendations: 

The Experience Economy

The Airbnb way

The New Gold Standard

The Starbucks Experience

The Zappos Experience

Driven to Delight

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