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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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April 6, 2018 @ 9:28 am

Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.

In this week's episode, Dr. Michelli discusses the war of words between Apple and Facebook...

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March 29, 2018 @ 11:05 am

My crystal ball says winning experiences will deliver

In this week's episode, Dr. Michelli discusses the future of customer experience delivery...

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March 22, 2018 @ 11:13 am

Goodbye Toys “R” Us and Hello Your Sustainability

In this week's episode, Dr. Michelli discusses the foundational business disruption that led to Toys “R” Us’ success is also what propelled its demise...

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March 15, 2018 @ 9:49 am

Starbucks: Greatness Personified/Excellence Diversified – What About You?

In this week's episode, Dr. Michelli discusses the leadership legacy of Orin Smith (one of the original brand architects of Starbucks).

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