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Challenging the Status Quo of Customer Experience with Joseph Michelli

How Curiosity and Innovation Can Transform Your Business

Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses.

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

  1. How can companies effectively challenge the status quo to drive innovation in customer service? 
  2. What is the “challenger mindset”? 
  3. How can storytelling culture contribute to a company’s success in customer service and experience? 
  4. What drives improvement and innovation in business? 
  5. Why is it essential for companies to create products tailored to their customers rather than finding customers for their products?

Top Takeaways

  • An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business  grows.   
  • Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections. 
  • Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart. 
  • Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers. 
  • When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business. 
  • Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in! 


“It’s not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers.” 

“Be the person who is approachable and can help solve problems. When you’re the expert, help the customer by empathizing and communicating in a way that is easy to understand and doesn’t demean the person asking.” 

“Zig while others zag. Constantly challenge the mindset and question the status quo. We take so much for granted because it has always been done a certain way. Things won’t change unless we question them.” 

“Insatiable curiosity keeps a brand fresh. It continuously creates new ideas and value for those we serve.” 


Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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