Upshot.ai is an omnichannel, customer engagement and gamification platform. With our passion for transforming business with customer engagement and gamification, we take ownership and obsess over every minute detail. This podcast is dedicated to helping business owners, marketers and product managers to understand the art of creating great customer experiences.
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Every message a business sends is an attempt to get the recipient to either feel something, know something, do something or say something. At its core messaging is all about increasing engagement, and Intercom on Customer Engagement is a buzzword-free guide to creating and sending the right message, to the right people, at the right time.
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Customer Engagement Radio
Ray Stendall chats with Shep Hyken, Marshall Goldsmith, Jill Konrath with inspiration from Steve Jobs, Zappos, Nordstrom, Walt Disney, Lexus, Ritz Carlton
Business Solutions
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Navigating Growth and Innovation: Insights for Your Business
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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…
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Can Gamification Really Transform Ramadan Marketing?
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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.…
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Injecting Fun into Your Business Culture: A Lesson from Zappos
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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…
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Elevating Customer Service: A Guide for Business Leaders & Managers
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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…
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Maximizing Customer Loyalty: Lessons from the Tech Industry's Best
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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…
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How to Building Customer Loyalty Through Service Recovery
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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…
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Are You Glocal?: How to Balance Brand Consistency with Community Connection
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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…
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Cultivating Passion and Purpose: The Power of Rituals in Business
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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 …
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How to kickstart your app personalization journey?
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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.
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Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos
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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…
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Can Gamification be used to Personalize products?
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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.
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Silo Busting Your Way to Customer Loyalty and Referrals
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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…
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How did Upshot.ai personalize apps according to the user journey?
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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.
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Customer Care vs. Speed of Service: Finding the Right Balance
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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…
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Personalization Hacks: Learn from Spotify & Swiggy!
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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.
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Driving Customer Experience through Personalization
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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…
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How can product and marketing teams master personalization?
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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.…
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Starbucks - A Guide to Fostering Customer Connection
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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…
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Is personalization risky for your business?
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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.
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The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips
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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…
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Is personalization really that hard to implement?
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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.
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Ready to Personalize Your Product? Discover How!
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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!…
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How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing
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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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Do apps also personalize their pricing?
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In this episode, Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, discuss whether apps also implement dynamic pricing that is personalized according to user profiles.
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Navigating the Holiday Rush with a Relationship-First Approach
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In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail success transcends transactions and is rooted in meaningful interactions and connections. Dr. Michelli, drawing from his extensive experience, illustrates how the festive period offers more than commercia…
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All you need to know about the different forms of personalization!
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In this episode, Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, talks about the different forms that personalization takes and how marketers can make the experience more suited to each user segment. From personalized offers to personalized product recommendations, they cover topics that app and website owners can personalize to im…
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Customer Experience Excellence Hinges on Knowing Your Competencies
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In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He presents a narrative underscored by his professional experiences, stressing the importance of businesses recognizing and staying true to their core strengths. By examining cases from renowned companie…
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Does Personalization Equals Customization?
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In this episode, Engagement Expert Krishna Chaitanya along with Kaustuv Dwivedi talk about what makes personalization different from customization and how it serves the end users better.
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Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends
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In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He offers actionable strategies for business leaders, emphasizing the vital role of technology in enhancing response times and communication excellence. The discussion includes case studies from various ind…
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In this episode, Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, analyzes the reason personalization is becoming a necessity for brands today and why they should be looking to invest in it.
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What is personalization, and why should you care about it?
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In this episode, Engagement Expert Krishna Chaitanya, along with Kaustuv Dwivedi, breaks down personalization and its importance for your product's success. They discuss its relevance and the impact it creates for users.
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Thankful Leadership - Why & How to Develop a Grateful Culture
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In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of expressing sincere thanks, not merely as a social formality but as a vital component of corporate culture. He further examines how a simple "thank you" can boost morale, solidify customer relations, and …
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