A special collection of Business901 podcasts with Joe Michelli. The collection totals just under an 1 1/2 hours and we discuss three of his books. It is one of the better collection of change management series that I have. Three very different perspectives on customer engagement and how to get there successfully.
His most recent book, Driven to Delight: When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had to change at Mercedes-Benz but also in their long established dealer chain. (The first podcast)
Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products, and Your People, is a lesson in strategic marketing that few books meant for that purpose can even come close. (approximately at the 24-minute mark)
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW generated my interest in the relationship of employee and customer experience as demonstrated in my blog post, Is Zappos the Next Toyota?. (approximately at the 50-minute mark)
Do you know Joe Michelli? Joseph A. Michelli, Ph.D. is an international speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
