How can clarity and intention make your brand stand out in a crowded market? Where should we draw the line between AI efficiency and authentic human connection in business? How can therapists improve their clients’ experience of the practice?

In this podcast episode, Joe Sanok reveals the inside secrets in the customer experience playbook of Starbucks, Ritz-Carlton, Zappos, and Airbnb with Dr. Joseph Michelli. 

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Meet Dr. Joseph Michelli

Dr. Joseph A. Michelli is a New York Times #1 bestselling author, internationally sought-after speaker, and organizational consultant. With a Ph.D. from the University of Southern California, he has authored numerous books on customer experience, including The Starbucks Experience, The New Gold Standard, and All Business is Personal. Drawing from his work with renowned brands like The Ritz-Carlton, Zappos, and One Medical, Dr. Michelli offers actionable insights to help organizations create exceptional customer and employee experiences. He is also a certified customer experience professional and a visiting assistant professor at Campbellsville University.

Visit Dr. Michelli’s website and connect on Facebook and LinkedIn.

In This Podcast



* What people get wrong about organizational psychology 

* How to make your brand stand out 

* AI and interpersonal business relationships 

* Dr. Joseph Michelli’s advice to private practitioners 



What people get wrong about organizational psychology

What are the drivers of intention? Either at the organizational level about how we make our company better, or how we engage our customers better by understanding the psychology that drives them? (Dr. Joseph Michelli)

The two things that Dr. Michelli wants people to have are intention and clarity. Many business owners either lose or don’t keep their goal in mind, which means that they cannot take aligned, actionable steps towards it. 

What business owners can also do with this clarity and intention to really win their clients’ trust and business is to work towards serving and supporting the client experience. 

What do we want [our clients] to experience when they arrive on our website for the first time,