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/

Joseph announces the "rebrand" and "relaunch" of his Livestream series and how it will be shared as Season 2 of Are We There Yet?  Season 1 extracted interviews Joseph did in late 2020 and early 2021 and placed them in the "Are we there Yet" podcast series.  In this episode, Joseph outlines the format for the podcast and asks three trivia questions/riddles.  The first person to correctly answer each question at joseph@josephmichelli.com will receive a signed copy of one of Joseph's books.  Thanks for hopping on the CX bus.

This week’s guest is Shep Hyken. Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!

For more, visit https://hyken.com.

Originally streamed live on Thursday, July 29, 2021.

This week’s guest is Christine McHugh, who brings her executive leadership experience to consult and coach on strategic planning, operations, culture and talent development within customer-centered service industries.

Christine works with clients and companies at a pivotal moment—when they're ready for help and perspective from an experienced executive. Successful clients see this partnership and the business growth as a learning opportunity. Leaders and teams are set-up to succeed long-term. She has a book, "From Barista to Boardroom," which is part autobiography and part business memoir available at booksellers now. For more visit, https://www.christinemchughconsulting.com.

My guest this week is Joe Pine. Joe and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way.

Joe Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. A former Visiting Scholar with the MIT Design Lab, he is currently a Lecturer with the Columbia University School of Professional Studies and has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA’s Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded.

Joe is co-founder of Strategic Horizons which offers the tools, experiences, and education to explore and master today’s economic marketplace. For more information, visit https://strategichorizons.com.

Originally broadcast as a video live stream on July 1, 2021.

This week’s guest is Dr. Byron L. Ernest. Dr. Ernest is the Director of Educator Development & Partnerships at Noble Education Initiative and is charged with developing teacher leadership and certification programs as well as college and university partnerships. Dr. Ernest developed NEI’s 3-D Leadership Program. The 3-D Leadership Program is designed to discover great talent within participating schools and develop this talent to become the next generation of great teachers and leaders. Dr. Ernest is an avid blogger, with his thoughts on education and leadership being found at www.byronernest.wordpress.com. Additionally, he tweets often on matters of education and leadership. Dr. Ernest can be followed on Twitter at @ByronErnest.

Originally live streamed on May 27, 2021.

Unpacking the paradoxes of the way humans think is Dr. Rebecca Heiss’ life work. Her research has been designated “transformative” by the National Science Foundation. She taught at the South Carolina Governor’s School for Science and Mathematics and later was recruited to be among the founding faculty members to develop a startup school to nurture entrepreneurial minds and approach learning through impact. She is the founder and CEO of Icueity, a continuous 360 review app providing users ongoing fearless feedback and challenging them to grow in self-awareness. Her latest book Instinct is a roadmap that anyone can use to finally stop living on autopilot, improve productivity and happiness, and consciously craft a better life. For more about Rebecca, visit https://rebeccaheiss.com​.

Originally recorded as a video Livestream on Thursday, May 6, 2021.

This week’s guest is Chris Recinos. Chris has climbed the ladder as a front-line nurse, nurse practitioner, nurse faculty, nurse leader, chief nurse executive and nurse entrepreneur. She went from being a teen mom living in foster care to a Chief Nurse Executive with a PhD in her 30s and learned how to manage a business while raising a family. For more visit, https://nurseleadernetwork.com.

Originally aired on Thursday, April 29, 2021, as a video Livestream.

Micah Solomon is a hands-on customer service consultant, trainer and training designer, keynote speaker, and one of the world's leading experts on customer service, company culture, and the customer experience. Termed “the world's #1 customer service turnaround expert” by Inc. Magazine, he’s been named by The Financial Post as “The New Guru of Customer Service Excellence.” A bestselling author, Micah’s five books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is also a Senior Contributor to Forbes where he covers the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and, repeatedly, in the Harvard Business Review. For more about Micah, visit https://micahsolomon.com​.

Originally published as a video Livestream on Thursday, April 22, 2021.

This week’s guest is Samantha Burns. Sam is the Founder and Director of Brilliance and is an international client success co-creator with more than 20 years’ executive experience in customer success-related accountabilities. She has an MBA cum laude in customer loyalty from Surrey University, UK. Plus, a BA Degree in psychology and communications. Sam is dedicated to helping companies all over the world succeed by focusing on their customers’ success. Brilliance believes in business “doing well by doing good.” For more about Brilliance, visit https://brilliancecx.com​.

Gary Bagley is the Executive Director of New York Cares, New York City’s largest provider of volunteer-led social services programs, and the biggest affiliate of Points of Light, the global organization dedicated to volunteer service. He also serves on the Board of Directors of Points of Light and the New York State Commission on National and Community Service. Gary led New York Cares in garnering The New York Times Company Nonprofit Excellence Award for Overall Management Excellence and the Peter F. Drucker Award for Nonprofit Innovation.

Originally published on Thursday, April 8, 2021, as a video Livestream.

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

Joseph discusses research from Accenture and Bain & Co. regarding shifts in consumer behavior emerging from the pandemic. For example, he explores how people want to feel less anxious and more connected. How are you addressing the changing wants, needs, and desires of those you serve!

Originally recorded as a live stream on March 25, 2021.

This week my guest is Eric Farone. Eric is the Co-Founder and Artistic Director at Bovine Metropolis. Eric has been teaching improv to groups in Colorado since 1993 and online since March 2020. For over 25 years he has been a director, teaching improvisation to some of Denver’s top improv groups, such as ‘NERTS’, ‘Mouse Couch’, ‘Dungeon Cave’, ‘MooCrew’ and ‘The SansScript Players’. He has directed, hosted and played in “On The Spot” since 2000 and in "On The Spot Online". After 30 years, Eric still loves teaching groups to play. He really enjoys Improv Adventures because he gets to see family and friends laugh together during in these trying times "People laugh so much when they improvise, and I do too." For more about Eric and Bovine Metropolis, visit https://www.bovinemetropolis.com​.

Originally aired as a video Livestream on Thursday, March 11, 2021.

Joseph Michelli explores the increased importance of emotional value creation for employee and customer experiences. He also offers ways to differentiate your brand through your emotional value delivery.

**Originally recorded as a Livestream on Thursday, March 4, 2021.

This week's guest is Tracy Grammer. Tracy rose to acclaim in the late 1990s as half of the legendary folk duo Dave Carter & Tracy Grammer. Following Carter’s death in 2002, Grammer continued to perform, building a devoted following as an interpreter, multi-instrumentalist, storyteller, and champion of Carter’s legacy. Tracy Grammer is among contemporary folk music's most beloved artists. Renowned for her pure voice, deft guitar and violin work, and incantatory storytelling, Grammer has recorded and performed with Joan Baez and Mary Chapin Carpenter, headlined several of the nation's top folk festivals, including Philadelphia Folk Festival and Falcon Ridge, and enjoyed 12 consecutive years as one of folk radio's 50 top-played artists, both solo and with the late Dave Carter. For more about Tracy, visit https://www.tracygrammer.com​.

Originally aired as a video Livestream on Thursday, Feb. 25, 2021.

This week's guest is Suzanne Tulien. Suzanne is a Brand Clarity Expert, author, and speaker specializing in identifying, defining, and aligning her clients to their distinctive brand value positioning through her proprietary process, to achieve extreme clarity on her clients’ differentiation, master consistencies to build trust and create “on-brand” actions and behaviors from the inside out. She is the author of three books: Brand DNA, Personal Brand Clarity, and The 6 Myths of Small Business Branding. She speaks, trains, and consults internationally. For more about Suzanne, visit www.BrandAscension.com.

This episode originally aired as a video live stream on Thursday, Feb. 18, 2021.

This week's guest is Brad Montgomery. Brad teaches people how to use emotional & social to boost performance, creativity, innovation & profits. He turns typical meetings into transformational events using, the power of encouragement. Other speakers TALK about happiness. But Brad SHOWS them how to harness the power of happiness in hands-on experiences that they’ll remember and implement. For more about Brad, visit https://www.bradmontgomery.com​.

Originally aired as a video live stream on Thursday, Feb. 11, 2021.

Sarah is the author of The Space Between Us: How Jesus Teaches Us to Live Together When Politics and Religion Pull Us Apart. She has worked in the Children’s Ministry of North Point Community Church just outside Atlanta, student ministry at DASH Student Ministry, and ReThink Group. Sarah is a writer and editor for the student curriculum and been a contributing writer to the Orange Parents blog since 2012. For more information about Sarah B. Anderson, visit https://sarahbanderson.com/home/

This episode originally aired as a live video stream on Thursday, Feb. 4, 2021.

Terry is a Ph.D. psychologist and a leading authority on change management and in turning positive psychology research into practical insights that produce real-world results. He’s a national columnist and author of the book, The Optimism Advantage: 50 Simple Truths to Transform Your Attitudes and Actions into Results. Terry has been helping audiences transform their self-limiting beliefs into self-fulfilling breakthroughs to achieve their personal and professional goals. For more visit, http://www.terrypaulson.com/index.shtml​.

Originally aired as a video live stream on Thursday, Jan. 28, 2021.

My guest today is Bob Burg. Bob is a sought-after speaker at company leadership and sales conferences on topics at the core of the Go-Giver books. In addition to coauthoring the bestselling Go-Giver books with John David Mann, Bob has authored a number of popular books, including the critically acclaimed, Endless Referrals: Network Your Everyday Contacts Into Sales and Adversaries into Allies. Bob is an advocate, supporter, and defender of the free enterprise system and believes that the amount of money one makes is directly proportional to how many people one serves. For more about Bob Burg, visit https://burg.com.

Originally aired as a video live stream on Thursday, Jan. 21, 2021.

This week's guest is Pierre Quinn. For over 15 years Pierre has taught higher education, faith-based, nonprofit, and corporate leaders the strategies they need to experience personal success and professional growth. Pierre is the author of Leading While Green: How Emerging Leaders Can Ripen Into Effective Leaders and Leading While Scared: How To Find The Courage To Keep Going. He is the CEO of The Cardell Group, LLC, a consulting firm which focuses on growing leaders and empowering teams of all sizes. Pierre holds graduate degrees in communication and theology from Andrews University and a certificate in Executive Leadership from Howard University.

For more about Pierre Quinn, visit https://pierrecquinn.com.

For more about Joseph Michelli, visit https://www.josephmichelli.com.

Originally aired as a live video stream on January 14, 2021.

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/

 

This week my guest is Carmine Gallo. Carmine is a three-time Wall Street Journal bestselling author, international keynote speaker, Harvard instructor, and leadership advisor for the world’s most admired brands. A “communications guru,” according to Publishers Weekly, Gallo’s books have been translated into more than 40 languages.

Originally recorded as a video livestream on Thursday, Jan. 7, 2021.

Joe Tenczar has been the Chief Information Officer for Sonny’s BBQ, one of the largest and most popular barbecue restaurant companies in the country, since 2014. Tenczar joined Sonny’s BBQ with a focus on creating the franchise restaurant technology blueprint of the future. His specialties include a strategic focus on emerging technology’s place in hospitality and understanding the overall tactical hospitality technology necessities. Tenczar also led the Marketing, Finance & Accounting, and Purchasing areas for Sonny’s. Additionally, Tenczar is a founding partner of Restaurant CIOs, a “CIO-as-a-Service” company where he and his CIO partners collaborate to represent hospitality companies on a fractional basis.

For more about Joe Tenczar, visit https://www.restaurantcios.com.

For more about Joseph Michelli, visit https://www.josephmichelli.com.

**Originally recorded as a video live stream on December 17, 2020.**

John Spence is an author, international executive coach, professional development educator, virtual trainer, strategic planning facilitator, keynote speaker, and developer of online learning programs. John is recognized as one of the top business thought leaders and leadership development experts in the world and was named by the American Management Association as one of America’s Top 50 Leaders to Watch along with Sergey Brin and Larry Page of Google and Jeff Bezos of Amazon. As a consultant and coach to organizations worldwide, from startups to the Fortune 10, John is dedicated to helping people and businesses be more successful by “Making the Very Complex… Awesomely Simple.”

For more about John Spence, visit https://johnspence.com.

For more about Joseph Michelli, visit https://www.josephmichelli.com.

**Originally recorded as a live video stream on Thursday, December 10, 2020.**

This week my guest is Bill Lampton, Ph.D. is a Speech Coach, Interview Coach, and author of 25 Ways to Control Your Stage Fright--and Become a Highly Confident Speaker.

For more about Bill Lampton, visit https://bizcommunicationguy.com.

For more about Joseph Michelli, visit https://www.josephmichelli.com.

**Originally recorded as a live video stream on Thursday, December 3, 2020.**

One of today’s most influential voices in workplace trends, Chester Elton has spent two decades helping clients engage their employees to execute on strategy, vision, and values. In his provocative, inspiring and always entertaining talks, #1 bestselling leadership author Chester Elton provides real solutions to leaders looking to manage change, drive innovation, and lead a multi-generational workforce. Elton’s work is supported by research with more than 1,000,000 working adults, revealing the proven secrets behind high-performance cultures and teams.

For more about Chester Elton, visit https://www.chesterelton.com.

For more about Joseph Michelli, visit https://www.josephmichelli.com.

**Originally recorded as a live video stream on Tuesday, November 24, 2020.**

Jeremy C. Park is a corporate executive and philanthropist, an author of two books and a weekly newspaper column, a contributor to Forbes, producer and host of television and radio shows and a podcast, and a sought after speaker for transforming organizations and individuals into catalysts for their community.

For more about Jeremy Park, https://www.jeremycpark.com.

For more about Joseph Michelli, https://www.josephmichelli.com

**This episode was originally recorded on Thursday, November 19, 2020 as a live video stream.**

Former Denver Broncos Captain and All-Pro Linebacker Karl Mecklenburg rose from being a college walk-on and a 12th round draft pick to a pro career that included six Pro Bowl and three Super Bowl appearances. He enjoys speaking to a variety of groups, and his story is both humorous and inspirational. The lessons life in the NFL taught him about teamwork, courage, dedication, desire, honesty, and forgiveness, and goal setting are his “Six Keys to Success”.

For more about Karl Mecklenburg, https://karlmecklenburg.com

For more about Joseph Michelli, https://www.josephmichelli.com

Mark Sanborn, CSP, CPAE, is president of Sanborn & Associates, Inc., an idea studio dedicated to developing leaders in business and in life. Mark is an international bestselling author and award-winning keynote leadership speaker. Mark has written 8 books, and The Fred Factor has sold over 2 million copies worldwide. His latest book is The Intention Imperative: Three Essential Changes That Will Make You a Successful Leader Today. He is Leadership Expert in Residence at High Point University, the Premier Life Skills University.

Mark Sanborn https://marksanborn.com

Joseph Michelli https://www.josephmichelli.com

Howard Behar is a renowned business leader, author, speaker, and mentor who has influenced the lives of numerous men and women at all stages of their careers and at all levels and roles. For 21 years Behar led Starbuck’s domestic business as President of North America, and he became the founding President of Starbucks International opening the very first store outside of North America in Japan.

For more about Howard, visit http://www.howardbehar.com

For more about Joseph, visit https://www.josephmichelli.com

Craig Lemasters is the author of Unstuck, which offers a powerful learning methodology that equips leaders to strategically leverage the wisdom of others to drive transformational growth and jump-start pathways toward innovation. Craig’s strategic process will first help executives pinpoint exactly where and how they are stuck, identify places where innovation and growth are necessary and then equip them with the 3-steps process necessary to move forward rapidly.

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/

 

Joseph Michelli shares insights on how go get a book published!

As president of Benjamin Franklin, The Punctual Plumber, a home service company, Ellen Rohr helped grow the company from zero to $40 million in franchise sales and 47 locations in less than 2 years. She is also the COO of ZOOM DRAIN Franchising, LLC, a new drain and sewer company expanding across the USA. They make Business UN-Complicated so you can live Life UN-Leashed!

Ed Mady is the Regional Director of West Coast USA and General Manager of The Beverly Hills Hotel and Bungalows. He will be my guest today to discuss transformational leadership during times of crisis.

Scott McKain is a customer experience and distinction expert teaching companies and individuals how to establish strategies and execute seamlessly to stand out from the competition. Known internationally as a top-rated keynote speaker and virtual presenter, Scott’s clients represent the world’s most iconic brands. You’ll have the confidence of working with a professional known for impacting bottom-line results. To learn more about Scott, visit scottmckain.com.

Dickie Smothers (half of the comedy duo The Smothers Brothers) joins me to talk about authenticity, celebrity, and re-invention. Dickie’s hard-earned wisdom and thoughtfulness eclipses his immense comedic talent. Join me for a fun and informative discussions about partnership, longevity, and creativity with my friend Dickie Smothers!

Forbes has described Kim Crowder as the "Anti-Racism Educator Your Company Needs Now!" Kim shares her critical insights about diversity and inclusion. This is a conversation every leader should hear. https://www.kimcrowderconsulting.com

In this episode of the Customer Experience Bus, Dr. Joseph Michelli is joined by Lior Arussy, a distinguished author and consultant renowned for his expertise in customer experience and transformational change across numerous organizations. They discuss Arussy's new book, Author: Write Your Story, Lead Your Life, which is praised for its powerful approach to using personal narrative to drive significant change and self-discovery.

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!

My navigator Adrian Swinscoe says there's a huge difference between "Customer Experience" and "A Customer's Experience."  Hop on the bus and listen to his explanation...

James Dodkins says most customer surveys are boring, impersonal, unrealistic, and lack relevance.  Hop on the CX bus to learn more and don't miss your chance to win in this month's trivia.