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June 14, 2018 @ 11:51 am

Howard Schultz: A Leader, A Teacher, and An Inspiration

In this week's episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz...

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June 6, 2018 @ 1:06 pm

Practicing Otherness in a Selfish World

In this week's episode, Dr. Michelli discusses helping others...

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May 30, 2018 @ 1:49 pm

A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize

Dr. Michelli discusses some of the nuances between customer loyalty and repeat business...
 
 
#customerloyalty #cxo
 
 
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May 24, 2018 @ 3:46 pm

5 Things You Absolutely Must Do To be Customer-Centric

In this week's episode, Dr. Michelli discusses the five key things you must do to be customer-centric...

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May 17, 2018 @ 9:30 am

You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don’t Do This!

In this week's episode, Dr. Michelli discusses five things you should not do in the name of customer experience...

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May 10, 2018 @ 9:49 am

Redesigning Process Improvement in the Age of AI & the Customer

Dr. Michelli discusses how business leaders drive modern adaptive process... 

Read the blog post.

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May 3, 2018 @ 11:04 am

Social Media Influencers and Your Customer Experience

In this week's episode, Dr. Michelli discusses why many brands have softened their traditional media buys and have focused instead on paying influencers to position products. 

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April 26, 2018 @ 9:20 am

Starbucks Store Closings for Training: Déjà vu and You

In this week's episode, Dr. Michelli discusses the history of Starbucks closing for training sessions...

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April 19, 2018 @ 10:42 am

Starbucks, Challenges and Opportunities in Philadelphia

Dr. Michelli discusses what happened in that Philadelphia Starbucks when 911 was called, the police placed two black men in handcuffs and led them out?

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April 12, 2018 @ 9:11 am

Waiting for Your Email: For the Good of Humanity, Please Reply

In this week's episode, Dr. Michelli discusses how to take your service communication to the next level.

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