What makes a customer feel like they matter? 

In this powerhouse conversation, bestselling author and world-renowned customer experience consultant Dr. Joseph Michelli joins us to unpack the magic behind some of the most beloved brands in the world — from Ritz Carlton and Starbucks to Zappos, Mercedes-Benz, and more. 

Whether you're a business owner, team leader, or someone obsessed with elevating your client journey — this episode is your blueprint. 

This conversation isn’t just about customer service — it’s about legacy. The kind that turns clients into loyal fans and employees into brand ambassadors. 

If you’ve ever wondered what truly sets great businesses apart, you’ll want to hit play on this one. 
 

KEY TOPICS 

• The “chocolate on the pillow” effect: How small, thoughtful details create unforgettable experiences 

• Why not every customer is right — and how to know which feedback is worth your energy 

• The art of designing a space and culture that your team and clients love 

• What Chick-fil-A does that AI never could 

• How to use brand rituals to stand out in a saturated market 

• Why the future of business is deeply personal — not just digital 

CHAPTERS 

• 00:00 Welcome to the New Studio  

• 02:26 Introducing Dr. Joseph Micelli  

• 03:15 Implementing 'Carry the Bag' Concept  

• 04:11 Signature Moments in Customer Experience  

• 06:22 Balancing Consistency and Innovation  

• 12:27 Understanding Target Customers and Aspirations  

• 22:39 Challenges in Customer Perception  

• 29:37 The Importance of Company Culture  

• 30:26 Employee Feedback and Engagement  

• 30:58 AI in Customer Experience   

• 34:29 Human Touch vs. AI in Customer Service  

• 37:45 Balancing Technology and Human Interaction  

• 40:32 Personalized Customer Service  

• 44:28 Effective Sales Techniques  

• 54:29 Decision Making in Business  

• 55:58 Conclusion and Key Takeaways 
   

MENTIONED IN THIS EPISODE 

• All Business is Personal: https://www.amazon.com/All-Business-Personal-Human-Centered-Technology-Powered/dp/1637746768  

CONNECT WITH US 

• www.decidedlypodcast.com  

• Join us on Instagram: www.instagram.com/decidedlypodcast  

• Join us on Facebook: https://www.facebook.com/decidedlypodcast  

• Shawn’s Instagram: www.instagram.com/shawn_d_smith  

• Sanger’s Instagram: www.instagram.com/sangersmith  
   

MAKING A FINANCIAL DECISION? 

At Decidedly Wealth Management, we focus on decision-making as the foundational element 

of success, in our effort to empower families to purposefully apply their wealth to fulfill their 

values and build a thriving legacy. 
 

LEARN MORE 

www.decidedlywealth.com  
 

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Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode ata time! 
 

CONNECT WITH DR. JOSEPH MICHELLI 

• Website: https://www.josephmichelli.com/ 

• Podcast: https://www.josephmichelli.com/podcast/ 

• X: https://x.com/josephmichelli 

• Facebook: https://www.facebook.com/TheMichelliExperience 

• LinkedIn: https://www.linkedin.com/in/josephmichelli/  

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 passionately in all aspects of their lives.