Crack The Customer Code

Becoming a customer-obsessed organization can seem impossible for many well-established companies. Fortunately, today’s guest has had a front-row view of some astounding transformations. Is it time for a customer experience overhaul? Today’s guest has made a name for himself exploring some of the world’s greatest customer experience brands and giving an insider’s view of how they have successfully turned their customer experiences around. Joseph Michelli tells some amazing stories of companies that have adopted and mastered the art of “customer-obsession.” These brands have given Joseph exclusive access to various stages of their experience strategies and allowed him to document their transformations. In his exploration of Mercedes-Benz USA, Joseph identifies the challenges of instilling a customer-centric mindset within an organization that has been largely successful as a product-focused entity. How can you get buy-in from executives who don’t want to risk an already-satisfactory and seemingly stable b