All Business is Personal with Joseph Michelli

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

1. What are the benefits of combining technology with personal interaction in customer service? 
2. What role does listening play in improving the customer experience? 
3. How important is it for businesses to include digital and human touchpoints in customer interactions? 
4. How does a seamless digital experience impact customer satisfaction and loyalty? 
5. Why is emotional connection important in business? 

Top Takeaways

• Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch. 

• So many businesses continue to operate the same way because “that’s how it’s always been done.” It is important to constantly ask why things are done a certain way and whether there’s a better, more modern, or easier approach for customers.  

• Delivering a great customer experience is not just about satisfying customer needs. It’s the best marketing a company can have.  

• People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others. 

• Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.  

• Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them. 

• Wow moments are not always over-the-top experiences. Going slightly beyond what’s expected can create a big impact on customers. Small gestures such as remembering a customer’s name or a personal preference can elevate a service experience from just fine to amazing. 

• Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in! 

Quotes:

“There’s a difference between personalization and a personal connection.” 

“You need to make things easily accessible with technology. But, when it doesn’t work, or you truly need a human touch, have a real person empowered by technology to make them faster and smarter, ready to help.” 

“The best way to market is to deliver a great experience. That’s how people determine whether or not a brand keeps their promises and if they are worthy of sharing.” 

“If you want to grow your business, don’t overlook the power of referrals. It is an overlooked metric, but it is worth tracking. What percentage of your clients come from other clients?”  

“It’s one thing to achieve operational excellence, but you also need to design an emotional experience at the most important touch points so customers leave with a connection.”

About:

Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical’s Human-Centered, Technology-Powered Approach to Customer Engagement, is now available 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.