"It's your job to understand what the customer's biggest issue is and connect them with the right resource."- Joseph Michelli

Joseph Michelli, an internationally sought-after speaker, author, and organizational consultant, shares his journey from working at a fish market to becoming a customer experience expert.

He emphasizes the importance of creating value for customers and delivering on promises made during the sales cycle.

Michelli discusses the significance of emotional connections in customer experiences and highlights the success of brands like Starbucks and Zappos in prioritizing customer care.

He also emphasizes the importance of building partnerships and relationships with other businesses to create a thriving ecosystem.

Takeaways

• Sales is about creating customer value and delivering on promises made during the sales cycle.
• Emotional connections play a crucial role in customer experiences and can lead to long-term relationships.
• Successful brands prioritize customer care and focus on creating positive experiences for customers.
• Building partnerships and relationships with other businesses can create a thriving ecosystem.

Chapters

• 00:00- Introduction and Joseph Michelli's Background
• 03:24- The Importance of Customer Experience in Sales
• 06:26- Lessons from Pike's Place Fish Market
• 09:22- The Role of Organizational Change and Development
• 12:19- Lessons for Small Businesses
• 15:46- Enveloping Products in an Emotional Context
• 21:24- Lessons from Working with Challenger Brands

Connect With Joseph Michelli

LinkedIn- linkedin.com/in/josephmichelli

Websites

• josephmichelli.com (Company)
• josephmichelli.com/blog/ (Blog)
• amzn.to/3iZvEeF (Stronger through Adversity)

Connect with Wesleyne on LinkedIn https://www.linkedin.com/in/wesleyne/

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