The Customer Experience Bus - Fun On The Road To Customer Loyalty & Referrals podcast

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Refunds, Repurchases and Returning Customers! 30:44

לפני 7 ימים30:44

30:44

In this episode of the Customer Experience Bus , Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process. But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors. Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful brand differentiator. Listeners will gain practical strategies on streamlining return policies, reducing friction in post-purchase interactions, and using the returns process as an opportunity to strengthen customer relationships. If you want to turn a necessary business function into a competitive advantage and a driver of repeat business, this episode is a must-listen. Subscribe to Customer Experience Bus for more insights, and visit josephmichelli.com to stay connected with Dr. Michelli. To contact Lindsay or learn more about Reshop: https://www.linkedin.com/in/lindsay-igoe-0257419a/ https://www.linkedin.com/company/reshop-global/ https://www.reshop.com/…

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Destination: Writing Your Own Story with GUEST Lior Arussy 32:01

לפני 12 weeks32:01

32:01

In this episode of the Customer Experience Bus , Dr. Joseph Michelli is joined by Lior Arussy, a distinguished author and consultant renowned for his expertise in customer experience and transformational change across numerous organizations. They discuss Arussy's new book, Author: Write Your Story, Lead Your Life , which is praised for its powerful approach to using personal narrative to drive significant change and self-discovery. Arussy discusses the central theme of the book—how individuals often remain trapped in outdated narratives that hinder personal and professional growth. He explains that by reassessing these internal stories and rewriting them, one can unlock a future of resilience and empowerment. This shift from a factual to a narrative focus is crucial for truly motivating and mobilizing individuals and organizations alike. The conversation covers practical strategies for overcoming common psychological barriers like imposter syndrome and the gratitude denial syndrome, emphasizing the importance of recognizing and internalizing positive feedback to foster self-confidence and capability. Arussy shares personal anecdotes and professional experiences that illustrate the transformative power of embracing one's narrative and actively authoring one's life story. By the end of the episode, listeners are equipped with insights into how they can apply these principles to foster resilience, embrace change, and lead more effectively by understanding and reshaping their own stories. Listeners can obtain more transformative insights by exploring Arussy's book, available for deeper understanding and practical applications in both personal and professional contexts. You can also contact Lior at liorarussy.com . Also, please subscribe to the Customer Experience Bus where ever you get your podcasts or watch the episode and subscribe to Joseph's YouTube channel - Customer Loyalty and Referrals .…

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Destination: The Nordstrom Way to Customer Loyalty, Innovation, and Sustained Success with GUEST Robert Spector 50:16

לפני 16 weeks50:16

50:16

In this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector , a respected authority on customer experience and the heralded author of " The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service . " Together, they delve into the enduring legacy of Nordstrom, exploring how this iconic brand has maintained its entrepreneurial spirit through flexibility, agility, and a steadfast commitment to customer service. Join Joseph and Robert as they discuss the key elements that keep Nordstrom at the forefront of the retail industry, ensuring it remains a dynamic and innovative presence in the marketplace. Don't miss this insightful conversation that sheds light on the importance of nurturing a culture that embraces change and prioritizes the customer experience. Please remember to subscribe to this podcast or to Joseph's YouTube channel so you can watch these insightful guests. Also please share this episode to spread wisdom on achieving lasting success in customer service and engagement.…

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Destination: Heroic Success 44:08

לפני 3 years44:08

44:08

John B. Hanson jumped on the CX bus for a journey to Heroic success - which may not be where you think it is. Listen in and play along for thought-provoking content and your chance to win prizes!

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Destination Punk XL (Xperience Leadership) 46:22

לפני 3 years46:22

46:22

My navigator Adrian Swinscoe says there's a huge difference between "Customer Experience" and "A Customer's Experience." Hop on the bus and listen to his explanation...

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Destination: Customer Feedback Surveys that Don‘t Suck 30:53

לפני 3 years30:53

30:53

James Dodkins says most customer surveys are boring, impersonal, unrealistic, and lack relevance. Hop on the CX bus to learn more and don't miss your chance to win in this month's trivia.

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Season 2 Launch - Joseph driving solo 29:52

לפני 3 years29:52

29:52

Joseph announces the "rebrand" and "relaunch" of his Livestream series and how it will be shared as Season 2 of Are We There Yet? Season 1 extracted interviews Joseph did in late 2020 and early 2021 and placed them in the "Are we there Yet" podcast series. In this episode, Joseph outlines the format for the podcast and asks three trivia questions/riddles. The first person to correctly answer each question at joseph@josephmichelli.com will receive a signed copy of one of Joseph's books. Thanks for hopping on the CX bus.…

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Destination: Repeat Business with Shep Hyken 44:10

לפני 3 years44:10

44:10

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 companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! For more, visit https://hyken.com . Originally streamed live on Thursday, July 29, 2021.…

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Destination: Service Leadership with Christine McHugh 44:43

לפני 3 years44:43

44:43

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 executive. Successful clients see this partnership and the business growth as a learning opportunity. Leaders and teams are set-up to succeed long-term. She has a book, "From Barista to Boardroom," which is part autobiography and part business memoir available at booksellers now. For more visit, https://www.christinemchughconsulting.com.…

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Destination: The Experience Economy with Joe Pine 45:32

לפני 3 years45:32

45:32

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 longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. Joe Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. A former Visiting Scholar with the MIT Design Lab, he is currently a Lecturer with the Columbia University School of Professional Studies and has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA’s Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded. Joe is co-founder of Strategic Horizons which offers the tools, experiences, and education to explore and master today’s economic marketplace. For more information, visit https://strategichorizons.com . Originally broadcast as a video live stream on July 1, 2021.…

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Destination: The Educational Experience with Dr. Byron Ernest 37:37

לפני 3 years37:37

37:37

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 designed to discover great talent within participating schools and develop this talent to become the next generation of great teachers and leaders. Dr. Ernest is an avid blogger, with his thoughts on education and leadership being found at www.byronernest.wordpress.com. Additionally, he tweets often on matters of education and leadership. Dr. Ernest can be followed on Twitter at @ByronErnest. Originally live streamed on May 27, 2021.…

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Destination: The Brain with Dr. Rebecca Heiss 45:04

לפני 3 years45:04

45:04

Unpacking the paradoxes of the way humans think is Dr. Rebecca Heiss’ life work. Her research has been designated “transformative” by the National Science Foundation. She taught at the South Carolina Governor’s School for Science and Mathematics and later was recruited to be among the founding faculty members to develop a startup school to nurture entrepreneurial minds and approach learning through impact. She is the founder and CEO of Icueity, a continuous 360 review app providing users ongoing fearless feedback and challenging them to grow in self-awareness. Her latest book Instinct is a roadmap that anyone can use to finally stop living on autopilot, improve productivity and happiness, and consciously craft a better life. For more about Rebecca, visit https://rebeccaheiss.com . Originally recorded as a video Livestream on Thursday, May 6, 2021.…

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Destination: The Resilient Experience with Dr. Chris Recinos 45:36

לפני 3 years45:36

45:36

This week’s guest is Chris Recinos. Chris has climbed the ladder as a front-line nurse, nurse practitioner, nurse faculty, nurse leader, chief nurse executive and nurse entrepreneur. She went from being a teen mom living in foster care to a Chief Nurse Executive with a PhD in her 30s and learned how to manage a business while raising a family. For more visit, https://nurseleadernetwork.com . Originally aired on Thursday, April 29, 2021, as a video Livestream.…

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Destination: Memorable Customer Experiences with Micah Solomon 47:29

לפני 3 years47:29

47:29

Micah Solomon is a hands-on customer service consultant, trainer and training designer, keynote speaker, and one of the world's leading experts on customer service, company culture, and the customer experience. Termed “the world's #1 customer service turnaround expert” by Inc. Magazine, he’s been named by The Financial Post as “The New Guru of Customer Service Excellence.” A bestselling author, Micah’s five books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is also a Senior Contributor to Forbes where he covers the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and, repeatedly, in the Harvard Business Review. For more about Micah, visit https://micahsolomon.com . Originally published as a video Livestream on Thursday, April 22, 2021.…

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Destination: Customer Experience Tools with Samantha Burns 49:15

לפני 3 years49:15

49:15

This week’s guest is Samantha Burns. Sam is the Founder and Director of Brilliance and is an international client success co-creator with more than 20 years’ executive experience in customer success-related accountabilities. She has an MBA cum laude in customer loyalty from Surrey University, UK. Plus, a BA Degree in psychology and communications. Sam is dedicated to helping companies all over the world succeed by focusing on their customers’ success. Brilliance believes in business “doing well by doing good.” For more about Brilliance, visit https://brilliancecx.com .…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: The Volunteer Experience with Gary Bagley 49:05

לפני 3 years49:05

49:05

Gary Bagley is the Executive Director of New York Cares, New York City’s largest provider of volunteer-led social services programs, and the biggest affiliate of Points of Light, the global organization dedicated to volunteer service. He also serves on the Board of Directors of Points of Light and the New York State Commission on National and Community Service. Gary led New York Cares in garnering The New York Times Company Nonprofit Excellence Award for Overall Management Excellence and the Peter F. Drucker Award for Nonprofit Innovation. Originally published on Thursday, April 8, 2021, as a video Livestream.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Better Than Normal Customer Experiences with Joseph driving solo 33:22

לפני 3 years33:22

33:22

Joseph discusses research from Accenture and Bain & Co. regarding shifts in consumer behavior emerging from the pandemic. For example, he explores how people want to feel less anxious and more connected. How are you addressing the changing wants, needs, and desires of those you serve! Originally recorded as a live stream on March 25, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Improvising Experiences with Eric Farone 47:03

לפני 3 years47:03

47:03

This week my guest is Eric Farone. Eric is the Co-Founder and Artistic Director at Bovine Metropolis. Eric has been teaching improv to groups in Colorado since 1993 and online since March 2020. For over 25 years he has been a director, teaching improvisation to some of Denver’s top improv groups, such as ‘NERTS’, ‘Mouse Couch’, ‘Dungeon Cave’, ‘MooCrew’ and ‘The SansScript Players’. He has directed, hosted and played in “On The Spot” since 2000 and in "On The Spot Online". After 30 years, Eric still loves teaching groups to play. He really enjoys Improv Adventures because he gets to see family and friends laugh together during in these trying times "People laugh so much when they improvise, and I do too." For more about Eric and Bovine Metropolis, visit https://www.bovinemetropolis.com . Originally aired as a video Livestream on Thursday, March 11, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Emotional Value with Joseph driving solo 46:16

לפני 3 years46:16

46:16

Joseph Michelli explores the increased importance of emotional value creation for employee and customer experiences. He also offers ways to differentiate your brand through your emotional value delivery. **Originally recorded as a Livestream on Thursday, March 4, 2021.

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: The Creative Experience with Tracy Grammer 48:27

לפני 3 years48:27

48:27

This week's guest is Tracy Grammer. Tracy rose to acclaim in the late 1990s as half of the legendary folk duo Dave Carter & Tracy Grammer. Following Carter’s death in 2002, Grammer continued to perform, building a devoted following as an interpreter, multi-instrumentalist, storyteller, and champion of Carter’s legacy. Tracy Grammer is among contemporary folk music's most beloved artists. Renowned for her pure voice, deft guitar and violin work, and incantatory storytelling, Grammer has recorded and performed with Joan Baez and Mary Chapin Carpenter, headlined several of the nation's top folk festivals, including Philadelphia Folk Festival and Falcon Ridge, and enjoyed 12 consecutive years as one of folk radio's 50 top-played artists, both solo and with the late Dave Carter. For more about Tracy, visit https://www.tracygrammer.com . Originally aired as a video Livestream on Thursday, Feb. 25, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: The Brand Experience with Suzanne Tulien 47:36

לפני 3 years47:36

47:36

This week's guest is Suzanne Tulien. Suzanne is a Brand Clarity Expert, author, and speaker specializing in identifying, defining, and aligning her clients to their distinctive brand value positioning through her proprietary process, to achieve extreme clarity on her clients’ differentiation, master consistencies to build trust and create “on-brand” actions and behaviors from the inside out. She is the author of three books: Brand DNA, Personal Brand Clarity, and The 6 Myths of Small Business Branding. She speaks, trains, and consults internationally. For more about Suzanne, visit www.BrandAscension.com . This episode originally aired as a video live stream on Thursday, Feb. 18, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: The Magic Experience with Brad Montgomery 45:18

לפני 3 years45:18

45:18

This week's guest is Brad Montgomery. Brad teaches people how to use emotional & social to boost performance, creativity, innovation & profits. He turns typical meetings into transformational events using, the power of encouragement. Other speakers TALK about happiness. But Brad SHOWS them how to harness the power of happiness in hands-on experiences that they’ll remember and implement. For more about Brad, visit https://www.bradmontgomery.com . Originally aired as a video live stream on Thursday, Feb. 11, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Bringing People Together with Sarah B. Anderson 45:50

לפני 3 years45:50

45:50

Sarah is the author of The Space Between Us: How Jesus Teaches Us to Live Together When Politics and Religion Pull Us Apart. She has worked in the Children’s Ministry of North Point Community Church just outside Atlanta, student ministry at DASH Student Ministry, and ReThink Group. Sarah is a writer and editor for the student curriculum and been a contributing writer to the Orange Parents blog since 2012. For more information about Sarah B. Anderson, visit https://sarahbanderson.com/home/ This episode originally aired as a live video stream on Thursday, Feb. 4, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Leadership Success with Terry Paulson 50:35

לפני 3 years50:35

50:35

Terry is a Ph.D. psychologist and a leading authority on change management and in turning positive psychology research into practical insights that produce real-world results. He’s a national columnist and author of the book, The Optimism Advantage: 50 Simple Truths to Transform Your Attitudes and Actions into Results. Terry has been helping audiences transform their self-limiting beliefs into self-fulfilling breakthroughs to achieve their personal and professional goals. For more visit, http://www.terrypaulson.com/index.shtml . Originally aired as a video live stream on Thursday, Jan. 28, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: The Go-Giver Experience with Bob Burg 49:48

לפני 3 years49:48

49:48

My guest today is Bob Burg. Bob is a sought-after speaker at company leadership and sales conferences on topics at the core of the Go-Giver books. In addition to coauthoring the bestselling Go-Giver books with John David Mann, Bob has authored a number of popular books, including the critically acclaimed, Endless Referrals: Network Your Everyday Contacts Into Sales and Adversaries into Allies. Bob is an advocate, supporter, and defender of the free enterprise system and believes that the amount of money one makes is directly proportional to how many people one serves. For more about Bob Burg, visit https://burg.com . Originally aired as a video live stream on Thursday, Jan. 21, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Professional Growth with Pierre Quinn 47:54

לפני 3 years47:54

47:54

This week's guest is Pierre Quinn. For over 15 years Pierre has taught higher education, faith-based, nonprofit, and corporate leaders the strategies they need to experience personal success and professional growth. Pierre is the author of Leading While Green: How Emerging Leaders Can Ripen Into Effective Leaders and Leading While Scared: How To Find The Courage To Keep Going. He is the CEO of The Cardell Group, LLC, a consulting firm which focuses on growing leaders and empowering teams of all sizes. Pierre holds graduate degrees in communication and theology from Andrews University and a certificate in Executive Leadership from Howard University. For more about Pierre Quinn, visit https://pierrecquinn.com. For more about Joseph Michelli, visit https://www.josephmichelli.com . Originally aired as a live video stream on January 14, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Communication Mastery with Carmine Gallo 48:49

לפני 3 years48:49

48:49

This week my guest is Carmine Gallo. Carmine is a three-time Wall Street Journal bestselling author, international keynote speaker, Harvard instructor, and leadership advisor for the world’s most admired brands. A “communications guru,” according to Publishers Weekly, Gallo’s books have been translated into more than 40 languages. Originally recorded as a video livestream on Thursday, Jan. 7, 2021.…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Emerging Technology with Joe Tenczar 46:54

לפני 3 years46:54

46:54

Joe Tenczar has been the Chief Information Officer for Sonny’s BBQ, one of the largest and most popular barbecue restaurant companies in the country, since 2014. Tenczar joined Sonny’s BBQ with a focus on creating the franchise restaurant technology blueprint of the future. His specialties include a strategic focus on emerging technology’s place in hospitality and understanding the overall tactical hospitality technology necessities. Tenczar also led the Marketing, Finance & Accounting, and Purchasing areas for Sonny’s. Additionally, Tenczar is a founding partner of Restaurant CIOs, a “CIO-as-a-Service” company where he and his CIO partners collaborate to represent hospitality companies on a fractional basis. For more about Joe Tenczar, visit https://www.restaurantcios.com . For more about Joseph Michelli, visit https://www.josephmichelli.com . **Originally recorded as a video live stream on December 17, 2020.**…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Awesomely Simple with John Spence 43:44

לפני 3 years43:44

43:44

John Spence is an author, international executive coach, professional development educator, virtual trainer, strategic planning facilitator, keynote speaker, and developer of online learning programs. John is recognized as one of the top business thought leaders and leadership development experts in the world and was named by the American Management Association as one of America’s Top 50 Leaders to Watch along with Sergey Brin and Larry Page of Google and Jeff Bezos of Amazon. As a consultant and coach to organizations worldwide, from startups to the Fortune 10, John is dedicated to helping people and businesses be more successful by “Making the Very Complex… Awesomely Simple.” For more about John Spence, visit https://johnspence.com . For more about Joseph Michelli, visit https://www.josephmichelli.com . **Originally recorded as a live video stream on Thursday, December 10, 2020.**…

The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals

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Destination: Eloquence with Dr. Bill Lampton 53:40

לפני 3 years53:40

53:40

This week my guest is Bill Lampton, Ph.D. is a Speech Coach, Interview Coach, and author of 25 Ways to Control Your Stage Fright--and Become a Highly Confident Speaker. For more about Bill Lampton, visit https://bizcommunicationguy.com . For more about Joseph Michelli, visit https://www.josephmichelli.com . **Originally recorded as a live video stream on Thursday, December 3, 2020.**…

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