In a world of chatbots, dashboards, and transactional overload, Joseph Michelli reminds us that the most powerful business tool is still human connection. In this episode, Rodger Dean Duncan sits down with the bestselling author of All Business Is Personal to explore how emotional intelligence, authentic relationships, and intentional leadership can dramatically enhance customer experience and employee engagement.
From tire shops to tech startups, Michelli shows that when leaders care about people—not just processes—loyalty, performance, and purpose follow.
Emotional Connection Drives Value. Customers and clients with strong emotional bonds have up to 306% higher lifetime value.
Employee Engagement Starts with Knowing Their Stories. Leaders who know their team members’ personal lives build trust and loyalty.
Customer and Client Experience Is a Feeling, Not Just a Process. Businesses must define the emotional outcome they want every customer or client to walk away with.
Define Your Brand Experience. Ask: “What do I want people to feel after interacting with me or my business?”
Replace One Transaction with a Relationship. Choose one customer or client interaction this week to make more personal and memorable.
Practice Purposeful Recognition. Acknowledge someone’s contribution in a way that reflects their personal values—not just performance metrics.
