The Michelli Experience

Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….

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Often we can learn important lessons from the stumbles of others.  Enter Spirit Airlines...

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Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...

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Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

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Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

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Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.

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Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.

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Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.

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Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.

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In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.

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