Manufacturing Your CX Experience with Joseph Michelli, Author and CX Consultant

Your brand isn't just about what you sell, it's about how you make people feel. Today on CX & Culture Connection hosted by Matt Egol, special guest, Author and CX Consultant, Joseph Michelli reveals why an emotional connection is the secret sauce for any successful business. Listen in and learn how to make your customers feel seen, heard, and valued. Tune in for the full scoop here https://youtu.be/xJevQwLQJ80 #CX #customerexperience #marketing #branding #marketing 0:00 – Preview of Episode 0:14 – Intro of Guest Joseph Michelli 1:05 – Importance of inspiring and engaging a company’s employees 1:25 – Key lessons learned across guest’s book 2:23 – Importance of emotions in CX 6:05 – 4 behaviors that deliver exceptional CX (Anticipate, Connect, Personalize, Own) 8: 15 – Connecting with the pride of your people 10:58 - “That think of experience is a gift” 13:42 – Starbuck’s approach where Human Experience is so essential to deliver the brand 16:20 – The Experience Collage 18:47 – What Starbucks do in nurturing partner engagement and role within CX 22:00 – The New Gold Standard book by Joseph Michelli 23:42 – Target audience and unique branding positions 26:05 – Behavior adoption 27:14 – Formal and informal organizational practices 31:57 – Best ways to get started to be better at CX and Culture 33:54 – Reinforcing the congruence of your CX in your brand 35:05 – Closing; Guest’s contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity