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cover of episode A Psychologist’s Take On Winning Customers: Make Them Feel Like The Hero!

A Psychologist’s Take On Winning Customers: Make Them Feel Like The Hero!

2025/5/28
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
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J
Joseph Michelli
L
Lacey Pease
Topics
Joseph Michelli: 作为一名心理学家，我深刻理解情感远比逻辑更能驱动人类的行为。在当今社会，孤独感日益蔓延，这使得人与人之间的真实连接显得尤为重要。好的客户体验并非总是毫不费力，适度的努力反而能增强客户的参与感和所有权。我们应该在追求效率的同时，不忘关注客户的情感需求，创造有意义的互动，让他们感受到被关心和重视。过度依赖技术和公式化的流程可能会威胁到客户体验的本质，因此，我们需要在技术与人性之间找到平衡点，确保技术能够真正提升客户的体验，而不是取代人与人之间的真实连接。 Lacey Pease: 我认为在客户体验中，情感扮演着至关重要的角色。无论是积极还是消极的情感，都能对客户的整体体验产生深远的影响。我们应该思考如何利用人工智能来提升客户体验，而不是仅仅追求效率。企业应该关注如何创建更人性化的LLM，与客户进行更深入的互动。过度关注效率可能会降低客户体验的质量，因此，我们需要在效率和情感之间找到平衡点。我们应该利用人工智能来支持员工，使他们能够与客户建立更紧密的联系，从而提供更好的客户体验。总而言之，客户体验是一门艺术，我们需要在科学的指导下，发挥我们的创造力，为客户创造独特的、有意义的体验。

Deep Dive

Chapters
Dr. Joseph Michelli challenges the notion of effortless customer experience, arguing that a lack of effort can indicate disengagement. He emphasizes the role of emotions in driving behavior and creating memorable experiences. The discussion touches upon the integration of AI in CX and the importance of maintaining human connection.
  • Effortless experiences lack engagement.
  • Emotions drive behavior more than logic.
  • AI should elevate, not dilute, human connection in CX.

Shownotes Transcript

Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem. Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional.

Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who’s ever asked, "Wait… did that chatbot just gaslight me?"

Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale.

Key Moments:

  • 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli
  • 05:10 From Psychology to Business Consulting
  • 10:59 The Art and Science of Customer Experience
  • 24:04 The Balance Between Effort and Ease
  • 39:35 The Service Recovery Paradox
  • 40:03 Handling Friction in Customer Relationships
  • 42:34 Generational Differences in Technology Adoption
  • 46:41 Emotional Intelligence in AI Interactions
  • 01:11:32 Impressive CX & Key Advice for CX Leaders

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