The Starbucks Experience

Dr. Michelli offers a synopsis of the Verde Group’s results on what creates “wow” experiences for customers.  He encourages you to elevate aspects highlighted in that study.

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Dr. Michelli helps you look ahead to the consumer in the year 2020, thanks to the work of Doug Anderson the Senior Vice President of Research and Development for The Nielsen Company.

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What’s your USP and what does it have to do with driving sales in this economy?  Dr. Michelli helps you answer those questions in this weeks podcast.

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Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns.  He places this number in the context of customer retention and customer acquistion costs.

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What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.

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Dr. Michelli emphasizes customer experience excellence through the “three steps of service” and “it’s not about you” concepts.

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Thought you might be interested in this upcoming public event at which I will be presenting.

Dr. Michelli examines an important business strategy for difficult economic times.

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Dr. Michelli expands on several of his Twitter posts (www.twitter.com/josephmichelli)  which examine how some companies are improving customer service in these difficult economic times.  He further challenges listeners to strategically reposition service to drive economic success.

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Dr Michelli discusses the place for both virtual and true human service in this week’s podcast about Alaska Airlines’ Jenn.  Further, he encourages and explorations on what can be learned from technological approaches to humanizing service.

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