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

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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

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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

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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.

AI-native product organisation – Tools, Rituals, Hard Lessons In this podcast, we discussed the evolution of product organisations toward AI-native models, exploring how teams are shifting from traditional 10-15 person setups to smaller 4-8 person teams augmented by AI agents that handle 60-70% of execution tasks. The discussion covered how AI can automate workflows, generate insights, and reduce development timelines from weeks to hours, while highlighting potential risks such as quality issues and technical debt. The podcast detailed a typical day in an AI-native SaaS organization, including morning health checks, stand-ups, prototype sprints, and evening reflections, while emphasising the importance of proper tool selection and governance toprevent model drift and ensure successful implementation. Case studies from fintech and e-commerce sectors were shared to illustrate both successful AI adoption and failed implementations, underscoring the need for discipline andproper oversight in AI-native product organisations.

Visit ⁠@more2marketing⁠ www.more2marketing.com

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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.

How to achieve organic sustainable growth for your new business with Annika Welander In this podcast Susan meets Annika Welander, the managing director of Chicago-based creative agency Some Oddpilots, about organic and sustainable business growth strategies. Annika shared her background and the agency's evolution from a record label to a brand and creative agency, while exploring the differences between organic and inorganic growth approaches and their impact on brand building. The conversation coveredvarious aspects of organic growth, including team composition, brand management, and marketing strategies, with Annika providing examples from their work with clients and emphasising the importance of authentic brand identityand long-term investment in brand building.

Annika Welander - Co-founder and COO, Someoddpilot

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

As Co-founder and COO at Someoddpilot, Annika shapes the strategic vision for Someoddpilot’s portfolio of companies. Spearheading operational strategy, business development, and key partnerships, Annika is responsible for 15x agency revenue growth over the past 15 years. A Crain’s Notable LGTBQ executive and former captain of the Princeton golf team, she brings her wit, leadership, and experience guiding teams to a pointed ande ffective end goal every day.

Annika is an expert on leadership of creative and strategy teams, as she's played an integral role in building the agency's teams and business as a whole from the ground up. She can also provide advice to listeners on operations and business transformation, specifically how to successfully run a small business profitably and create organic sustainablegrowth.

Learn more at

http://www.someoddpilot.com/

http://www.thispublicworks.com/

Visit ⁠@more2marketing⁠ www.more2marketing.com

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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.

How to build zero-party data In this podcast, we discuss the importance of zero-party data, which is voluntarily shared by customers and offers benefits like higher conversion rates and better engagement through privacy-compliant methods. Susan provides examples of successful implementations and emphasised the value of creating engaging tools and experiences that encourage data sharing while ensuring accuracy and compliance. Susan concluded by discussing various strategies for post-purchase engagement and highlighted the potential for interactive diagnostic tools and social activities to increase customer interaction and lead generation.

Visit ⁠@more2marketing⁠ www.more2marketing.com

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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.

How to build genuine relationships in a transactional world with Kate Miller In this podcast, we meet Kate Miller, a fractional marketing director based in Melbourne, who shared her approach to marketing for service-based businesses. Kate and Susan explored the critical importance of trust in professional services, emphasising the need for transparency, authentic relationship-building, and strategic brand experiences to differentiate a brand. They discussed various aspects of marketing execution, internal communication, and relationship building, including the importance of clear messaging, proper team briefing, and consistent social media presence, while highlighting the value of understanding client needs and maintaining professional relationships through feedback and follow-through.

Kate Miller – Fractional Marketer

Linkedin https://www.linkedin.com/in/kate-miller-58731110/

A passionate client centric marketing professional, with innovative client engagement and experience marketing strategies aligned to key business objectives. She has a strong track record delivering results in event management, digital marketing (agency & internal setting), business development, leadership, and strategic client engagement plans. She applies her design skills to create memorable experiences that connect with audiences, communicate brand values, and support the business goals.
Her primary focus is on developing and executing comprehensive marketing campaigns that reflect current social and cultural issues, alongside traditional and digital marketing practices. Her work at my best in environments that value excellence, integrity, accountability and support acollaborative approach.

Learn more at

Milvanta - https://www.linkedin.com/company/milvanta/

https://www.milvanta.com.au/

Visit ⁠@more2marketing⁠ www.more2marketing.com

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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.

5 Years of Torres: Continuous Habits Reloaded In this podcast, we learn revise a podcast by More 2 Marketing, focused on Teresa Torres' book "Continuous Discovery Habits" and her new year-long book club, celebrating the book's 5th anniversary. Torres emphasised the importance of weekly customer chats and cross-functional collaboration, particularly highlighting the product trio of product design and engineering teams working together. Susan further discusses from the learnings how AI can enhance discovery processes but should not replace human habits, warning against relying too heavily on AI without human validation. The podcast covered Torres' evolution from coaching to empowering teams to own discovery daily, with arecommended weekly routine of customer interviews, opportunity mapping, and testing. Common traps in discovery work were addressed, including treatingdiscovery as a research phase and over-relying on AI without human evaluation.The podcast concluded with practical advice for implementing discovery habits, including starting small with one habit per week and tracking progress to build and iterate.

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.