In this episode of The Customer Experience Bus, Dr. Joseph Michelli is joined by hospitality icon Edward Mady, author of Honing the Human Edge and former General Manager of The Beverly Hills Hotel. Together, they explore what it takes to lead with presence, build a culture of spirit, and empower teams to deliver once-in-a-lifetime experiences.

Edward shares lessons from his remarkable career, reflecting on crisis leadership, frontline empowerment, and the subtle power of kindness as a strategy. From turning down the right side of the bed to reviving brand loyalty through emotional connection, Ed offers insights every leader—regardless of industry—can apply to elevate both employee and customer experiences.

🔗 Connect with Edward Mady: Edward Mady 📘 Order his new book, Honing the Human Edge: Available now on Amazon ▶️ Watch the full interview on YouTube: The Michelli Experience Channel

If this episode resonated with you, please like, rate, share, or subscribe to the show. Let’s keep driving experience excellence—one stop at a time.

SUMMARY

In this conversation, Joseph Michelli and Mark Slatin explore the intricacies of customer experience (CX) and the pivotal role of trust in building effective relationships between organizations and their customers. Mark shares his journey in establishing Empowered CX and emphasizes the importance of trust as a dynamic and investable asset in both interpersonal and institutional contexts. They delve into the Trust Equation, discussing its components and how organizations can leverage technology to enhance trust and intimacy with customers. Mark also highlights his contributions to education in the CX field through his teaching at Michigan State University and the development of master classes aimed at empowering future CX professionals.

TAKEAWAYS

Mark Slatin founded Empowered CX to support CX leaders. Trust is essential for effective customer experience. The Trust Equation includes credibility, reliability, intimacy, and self-orientation. Intimacy in business is about creating psychological safety. Organizations can leverage technology to enhance customer relationships. Building trust requires understanding both interpersonal and institutional dynamics. CX leaders must focus on emotional connections, not just transactional outcomes. Education is crucial for the next generation of CX professionals. Master classes can help professionals improve their trust-building skills. The journey of customer experience is ongoing and requires continuous learning.

CONTACT MARK SLATIN

WEBSITE: https://www.empoweredcx.com/

LINKEDIN: https://www.linkedin.com/in/markslatin/

CONTACT JOSEPH MICHELLI

WEBSITE: https://josephmichelli.com/

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

Hop aboard the Customer Experience Bus with your host, Dr. Joseph Michelli, for an enlightening journey with guest Alan Williams—Managing Director of Service Brand Global and co-author of The 31 Practices, The Values Economy, and Supercharging Customer Experience. In this episode, Alan breaks down how leaders can truly live out their organizational values to build high-performance cultures and exceptional customer experiences.

From translating values into daily behaviors to aligning brand identity, employee engagement, and customer outcomes, Alan shares actionable strategies and inspiring real-world stories—including the powerful impact of a night porter’s empathy and a receptionist’s attention to detail. Whether you're navigating a cultural transformation or just looking to elevate the service your team delivers, this episode is packed with practical insights.

💡 Tune in and learn how to:

• Turn abstract values into measurable, daily actions

• Empower employees through intrinsic motivation

• Align purpose, people, and performance

🎧 Don’t miss this purpose-fueled episode—listen now on the Customer Experience Bus podcast!

To Reach Alan Williams:

Contact Information:

• Website: SERVICEBRAND GLOBAL

• Email: alan@servicebrandglobal.com

• Phone: +44 (0)7875 200666

Books by Alan Williams:

1. The 31 Practices: Release the Power of Your Organization's Values Every Day

   • Amazon Link

2. The Values Economy: How to Deliver Purpose-Driven Service for Sustained Performance

   • Amazon Link

3. Supercharging the Customer Experience: How Organizational Alignment Drives Performance

   • Amazon Link

4. My 31 Practices: Release the Power of Your Values for Authentic Happiness

   • Amazon Link

In this episode of the Customer Experience Bus podcast, Joseph Michelli welcomes Dana Klein, the CEO and founder of Klein Strategies, to explore how brands can build lasting relationships with customers through empathetic engagement and elevated service. Dana shares valuable insights into designing seamless customer journeys, tackling service breakdowns with grace, and fostering loyalty by elevating the post-transaction experience. Listeners will gain practical strategies for empowering teams, leveraging data for personalized service, and ensuring every customer touchpoint reflects genuine care. Whether you're looking to refine your service recovery process, enhance team training, or deepen customer trust, Dana’s real-world examples and actionable advice will guide you. If you're committed to driving customer retention, referrals, and satisfaction, this episode is a must-listen. Tune in to learn how strategic and authentic service can turn everyday transactions into lasting relationships. Hop on the bus and discover the tools to craft unforgettable customer experiences!

To learn more from Dana:

Visit His Website: www.klein-strategies.com

Contact Him via Email: dana@klein-strategies.com

Connect on LinkedIn: https://www.linkedin.com/in/dana-klein57/

In this episode of the Customer Experience Bus, Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers, many fail to ensure a seamless and positive return process.

But here’s the truth: how you handle returns can build long-term customer loyalty or drive shoppers straight to competitors.

Lindsay shares key insights on transforming returns from a friction-filled necessity into a powerful brand differentiator. Listeners will gain practical strategies on streamlining return policies, reducing friction in post-purchase interactions, and using the returns process as an opportunity to strengthen customer relationships. If you want to turn a necessary business function into a competitive advantage and a driver of repeat business, this episode is a must-listen.

Subscribe to Customer Experience Bus for more insights, and visit josephmichelli.com to stay connected with Dr. Michelli.

To contact Lindsay or learn more about Reshop:

https://www.linkedin.com/in/lindsay-igoe-0257419a/

https://www.linkedin.com/company/reshop-global/

https://www.reshop.com/

Arussy discusses the central theme of the book—how individuals often remain trapped in outdated narratives that hinder personal and professional growth. He explains that by reassessing these internal stories and rewriting them, one can unlock a future of resilience and empowerment. This shift from a factual to a narrative focus is crucial for truly motivating and mobilizing individuals and organizations alike.

The conversation covers practical strategies for overcoming common psychological barriers like imposter syndrome and the gratitude denial syndrome, emphasizing the importance of recognizing and internalizing positive feedback to foster self-confidence and capability. Arussy shares personal anecdotes and professional experiences that illustrate the transformative power of embracing one's narrative and actively authoring one's life story.

By the end of the episode, listeners are equipped with insights into how they can apply these principles to foster resilience, embrace change, and lead more effectively by understanding and reshaping their own stories.

Listeners can obtain more transformative insights by exploring Arussy's book, available for deeper understanding and practical applications in both personal and professional contexts. You can also contact Lior at liorarussy.com.

Also, please subscribe to the Customer Experience Bus where ever you get your podcasts or watch the episode and subscribe to Joseph's YouTube channel - Customer Loyalty and Referrals.

In this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector, a respected authority on customer experience and the heralded author of "The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service." Together, they delve into the enduring legacy of Nordstrom, exploring how this iconic brand has maintained its entrepreneurial spirit through flexibility, agility, and a steadfast commitment to customer service. Join Joseph and Robert as they discuss the key elements that keep Nordstrom at the forefront of the retail industry, ensuring it remains a dynamic and innovative presence in the marketplace. Don't miss this insightful conversation that sheds light on the importance of nurturing a culture that embraces change and prioritizes the customer experience.

Please remember to subscribe to this podcast or to Joseph's YouTube channel so you can watch these insightful guests. Also please share this episode to spread wisdom on achieving lasting success in customer service and engagement.

John B. Hanson jumped on the CX bus for a journey to Heroic success - which may not be where you think it is. Listen in and play along for thought-provoking content and your chance to win prizes!