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December 15, 2017 @ 12:42 pm

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...

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December 7, 2017 @ 11:11 am

Complexly Simple – Success Can Breed Mediocracy

Dr. Michelli discusses how the fear of change can hinder your business...

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November 30, 2017 @ 12:14 pm

Please Ask My Opinion BUT NOT TOO MUCH

In this week's episode, Dr. Michelli discusses how you can listen to your customers in many different ways...

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November 22, 2017 @ 12:28 pm

Want a Free Franchise? A Hypothetical with Real-World Implications

Dr. Michelli discusses sustainable ways for businesses to thrive...

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November 16, 2017 @ 11:32 am

What’s Your Signature?

In this week's episode, Dr. Michelli discusses the importance of defining brand moments...

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November 10, 2017 @ 10:13 am

Gratitude is a Customer Experience Differentiator

Dr. Michelli discusses how leaders set the tone for an appreciative workplace...

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November 3, 2017 @ 9:50 am

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.

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October 26, 2017 @ 10:18 am

“Where Has All The Loyalty Gone? – Long Time Passing”

Dr. Michelli discusses retaining Boomer customer loyalty...

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October 19, 2017 @ 9:43 am

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”

My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.

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October 12, 2017 @ 12:34 pm

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...

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