Lessons from world-class brands: How to build a legendarycustomer experience with Joseph Michelli In this podcast, Dr. Joseph Michelli, a customer experience expert, shared his background in organisational development and psychology, highlighting his work with both large and small businesses toimprove service delivery and customer experiences. The discussion explored customer experience strategy across different business sizes, emphasising the importance of aligning marketing, sales, and service delivery while maintaining emotional connections with customers. The conversation concluded with insights on implementing customer experience improvements through programs likeStarbucks' customer walk initiative, while emphasizing the need for human interaction and proper oversight of AI tools in service delivery.

Joseph Michelli - Chief Executive Officer,Assistant Professor and an Advisory Board Member

Linkedin https://www.linkedin.com/in/josephmichelli/

*Board Member for Customer-Centric Businesses

*Consultant/Customer Attraction, Retention, and Referral Expert

*Ph.D. in Clinical Psychology from the University of Southern California (emphasis in human systems)

*Certified Customer Experience Professional (CustomerXperience Professional Association)

*New York Times #1 Bestselling Author of McGraw-Hill

Published Books Including:

- Stronger Through Adversity

- The Airbnb Way

- Driven to Delight

- Leading the Starbucks Way

- The Zappos Experience

- The Starbucks Experience

- Prescription for Excellence

- The New Gold Standard

- When Fish Fly

*Certified Professional Speaker (National SpeakersAssociation) on Leadership, Employee Engagement, Customer Experience, Customer Loyalty, and Consumer Advocacy.

*Mission to "serve those who have a passion to serve well." Eager to help leaders design and deliver loyalty-building human experiences.

*Voted Top 5 Global Guru in Customer Service for over 7 years and a top Global Customer Experience Influencer.

Learn more at

Blog - https://www.josephmichelli.com/blog/

Stronger through Adversity - https://amzn.to/3iZvEeF

Visit ⁠@more2marketing⁠ www.more2marketing.com

Don't forget to follow to be the first to hear the next podcast and for transcripts.

Please note: This is a conversation style podcast - raw and authentic. If you have any questions or who like to be on guest on More 2 Marketing, please⁠ contact us⁠.

Signal-based multichannel – Offline's big comeback in a cookieless world In this podcast, we discussed the resurgence of signal-based multi-channel marketing in response to the challenges faced by digital performance marketing, including audience fatigue, cookie limitations, and privacy regulations. Susan explained how this approach leverages customer behaviours and data across various channels such as email, direct mail, out-of-home advertising, and retail to create personalised and impactful marketing campaigns. She highlighted the importance of integrating offline and online marketing efforts, using tools like Lavio, HubSpot, and Iterable, and emphasised the need forfirst-party data and opt-in triggers. Susan also stressed the importance of measuring campaign performance and iterating based on customer feedback to ensure success.

Visit ⁠@more2marketing⁠ www.more2marketing.com

Don't forget to follow to be the first to hear the next podcast and for transcripts.

Please note: This is a conversation style podcast - raw and authentic. If you have any questions orwho like to be on guest on More 2 Marketing, please⁠ contact us⁠.

The mad scientist marketer: how data-driven creativity is changing marketing in the AI era with Terry SeitzIn this podcast, Terry discussed his career transition from a traditional commercial artist to a "mad scientist" of marketing, emphasizing the shift from creative arts to data-driven, evidence-based approaches. He highlighted how the marketing industry has evolved over the past 25 years, moving from a free-form artistic process to a more formal and measurable one, accelerated by advancements in data and AI. Terry's journey reflects the broader transformation in marketing, where creativity is now combined with scientific rigor to drive measurable results and engage with C-suites effectively.

Terry Seitz - CMO

Linkedin - https://www.linkedin.com/in/terry-seitz-57aa654/

Marketing executive with 20+ years driving brand transformation, digital growth and high-impact partnerships for global companies that accelerate revenue, strengthen brand equity and deliver extraordinary ROI.
At Visa (L10.5Y), he led U.S. Consumer Marketing deploying full McKinsey Funnel campaigns across Sponsorships (NFL, FIFA, Olympics), eCommerce and Digital Wallets/Solutions that drove product adoption, cardholder usage and marketshare.
As a leader, he builds and scales high-performing teams, align cross-functional partners (Finance, Product and Sales) and turn complex business challenges into demonstrable bottom line business outcomes.

Visit ⁠@more2marketing⁠ www.more2marketing.com

Don't forget to follow to be the first to hear the next podcast and for transcripts.

Please note: This is a conversation style podcast - raw and authentic. If you have any questions or who like to be on guest on More 2 Marketing, please⁠ contact us⁠.