พอดคาสท์ Customer Engagement ชั้นนำ (2024)

1
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer 3:49

1d ago3:49

3:49

In this episode, listeners are guided through the transformative power of company culture, using Macquarie Technology Group (the focus of Joseph's new book Customer Magic) as a primary example. The episode elaborates on the concept of Personal Accountable Service (PAS), a cornerstone of Macquarie's ethos, illustrating the importance of ownership an…

1
What are the top 3 reasons behind Netflix's success? 4:45

1d ago4:45

4:45

Join our host, Likitha, and Marketing Expert Kaustuv as they discuss Netflix's sensational marketing strategy and the data-driven, hyper-personalized, and innovative approaches that keeps it ahead in the streaming wars.

1
Why do users actually download your app? 3:40

8d ago3:40

3:40

Vaishali Dialani, Senior Customer Experience (CX) Strategist at Konabos, and Krishna Chaitanya, CX Expert at Upshot.ai, talk about why do users actually download any app, what is their thinking behind it, and how can brands leverage this insight to boost app user engagement and retention.

1
Scaling Your Business with Customer Magic - Part 2 4:21

9d ago4:21

4:21

This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consisten…

1
How to engage users when they are not using the app? 7:57

15d ago7:57

7:57

Explore ways to engage app users between two consequtive app usages with insights from Vaishali Dialani, Senior Customer Experience (CX) Strategist at Konabos, and Krishna Chaitanya, CX Expert at Upshot.ai. Understand the mindset behind every app install and how to differentiate your app from competitors.…

1
Scaling Your Business with Customer Magic - Part 1 4:19

16d ago4:19

4:19

This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, drive…

1
Why do people download apps they barely use? 4:50

22d ago4:50

4:50

Dive into the psychology and motivations behind downloading occasional-use apps with insights from Vaishali Dialani, Senior Customer Experience (CX) Strategist at Konabos, and Krishna Chaitanya, CX Expert at Upshot.ai. Uncover strategies to convert infrequent users into loyal customers and boost your app's retention rates.…

1
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog 4:15

23d ago4:15

4:15

This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Te…

1
How to Retain Users on Occasional Apps? 1:00:31

29d ago1:00:31

1:00:31

Struggling with user retention on your occasional app? Join Vaishali Dialani, Senior CX Strategist at Konabos, and Krishna Chaitanya, CX Expert at Upshot.ai, as they dive into strategies that transform infrequent users into loyal customers.Discover key challenges in retaining users for occasional apps and how to overcome them, followed by expert in…

1
Navigating Growth and Innovation: Insights for Your Business 3:57

30d ago3:57

3:57

This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encoura…

1
Injecting Fun into Your Business Culture: A Lesson from Zappos 4:09

1M ago4:09

4:09

This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily…

1
Can Gamification Really Transform Ramadan Marketing? 4:48

1M ago4:48

4:48

Dive into innovative Ramadan marketing strategies with Upshot.ai's podcast, where we explore the transformative power of gamification in creating meaningful connections. Join our host, Likitha, and marketing expert, Kaustuv, as they discuss engaging customers through gamification, personalization, and community building during this sacred month.…

1
Elevating Customer Service: A Guide for Business Leaders & Managers 4:31

1M ago4:31

4:31

In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and…

1
Maximizing Customer Loyalty: Lessons from the Tech Industry's Best 3:21

2M ago3:21

3:21

In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships. This installment highlights the importance of leveraging social media to build a…

1
How to Building Customer Loyalty Through Service Recovery 4:16

2M ago4:16

4:16

This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty…

1
Are You Glocal?: How to Balance Brand Consistency with Community Connection 4:32

2M ago4:32

4:32

In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy. The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative ex…

1
Cultivating Passion and Purpose: The Power of Rituals in Business 5:02

2M ago5:02

5:02

In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified …

1
How to kickstart your app personalization journey? 1:50

2M ago1:50

1:50

Join Engagement Expert Krishna Chaitanya and Kaustuv Dwivedi as they discuss how to kickstart your personalization journey. They talk about the importance of setting clear objectives, starting small, and how brands must be patient before they start seeing results.

1
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos 3:54

3M ago3:54

3:54

In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchma…

1
Can Gamification be used to Personalize products? 3:06

3M ago3:06

3:06

Join Engagement Expert Krishna Chaitanya and Kaustuv Dwivedi as they talk about companies that use gamification to gather user data and then deliver highly personalized product experiences for these users.

1
Silo Busting Your Way to Customer Loyalty and Referrals 4:51

3M ago4:51

4:51

In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased cust…

1
How did Upshot.ai personalize apps according to the user journey? 3:17

3M ago3:17

3:17

Join us in our latest episode, where Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, discuss how Upshot.ai helped its clients achieve personalization on apps using Custom Actions and Live Rules so that users get an experience that is tailored just for them.

1
Customer Care vs. Speed of Service: Finding the Right Balance 4:17

3M ago4:17

4:17

In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.' Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimatel…

1
Personalization Hacks: Learn from Spotify & Swiggy! 3:02

3M ago3:02

3:02

Discover the secrets behind Spotify and Swiggy's winning strategy in customer engagement. Join Krishna Chaitanya and Kaustuv Dwivedi for groundbreaking insights and tips on mastering personalization.

1
Driving Customer Experience through Personalization 3:56

3M ago3:56

3:56

In this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty. Drawing from Marissa Mayer’s perspective on the future of personalization, the episode explores how tailored experiences significantly contribute to customer trust, referrals, and business growth. Dr. Michelli outlines six action…

1
How can product and marketing teams master personalization? 4:04

3M ago4:04

4:04

In this episode, Engagement Expert, Krishna Chaitanya delves into the significance of choosing quality over quantity in personalization. He also shares insightful hacks and strategies for product and marketing teams, offering valuable guidance on how to enhance user engagement through effective personalization.…

1
Starbucks - A Guide to Fostering Customer Connection 4:04

4M ago4:04

4:04

In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading the Starbucks Way, Michelli examines the foundational components that have catapulted Starbucks beyond a mere coffee brand to a global symbol of innovative customer experience. The episode focuses on th…

1
Is personalization risky for your business? 3:27

4M ago3:27

3:27

Join us in our latest episode, where Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, talk about the various risks involved with implementing personalization in your product. They also discuss ways to mitigate these risks in order to make your product personalization successful.

1
The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips 5:07

4M ago5:07

5:07

In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions. He also covers the increased fo…

1
Is personalization really that hard to implement? 1:38

4M ago1:38

1:38

Explore the secrets of easy personalization in our latest video! Krishna Chaitanya and Kaustuv Dwivedi break down the complexities and offer straightforward tips to master the art of personalization.

1
Ready to Personalize Your Product? Discover How! 4:37

4M ago4:37

4:37

Join us in our latest episode, where Krishna Chaitanya, the Engagement Expert, and Kaustuv Dwivedi guide you through the essentials of product personalization. They'll provide a straightforward plan and key questions to help you customize your product effectively. Tune in for valuable tips and start personalizing with confidence!…

1
How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing 4:15

4M ago4:15

4:15

In this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspective over the years, focusing on the essence of creating genuine human connections during the holiday season. Joseph discusses the importance of prioritizing meaningful gift-giving, engaging in activit…

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