The Customer Experience Bus - Fun On the Road To Customer Loyalty & Referrals – Details, episodes & analysis

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.