- Episode: 12
- Title: Delight Customers the AirBNB Way
- Release Date: December 9, 2019
- Host: Heather Walker, Ph.D.
- Guest: Joseph Michelli, Ph.D.
Welcome to the Lead with Levity podcast. My goal is to interview a diverse set of leaders who are interested in making a big impact on the employee experience and willing to share their perspectives on levity at work. Join me as I interview Dr. Joseph Michelli, Chief Experience Officer and Customer Service Expert.
**Stick around to learn how you can enter to win a trip to California to tour Airbnb headquarters and learn more about how they approach the customer experience (deadline to enter: December 16, 2019). ***
Are you ready to transfer the excitement you have for your products and services to your customers? Tune in as we discuss the following:
- Inputs to a healthy customer experience
- How Zappos uses play to get employees to go the extra mile (and love it while they do)
- About Dr. Michelli and the Michelli Experience
- How Airbnb disrupted the hotel industry
- A new breakfast strategy that Godiva is taking to delight its customers
- How the convenience store industry is currently being disrupted
About Dr. Joseph Michelli
- Learn more about the Michelli Experience (https://www.josephmichelli.com/)
- Connect with Dr. Michelli on Twitter | LinkedIn
Resources Mentioned in this Episode
- Learn more about the Airbnb travel contest
- Book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
- Book:The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- Book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
- Book: The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
- Book: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
