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May 11, 2017 @ 10:23 am

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

In this week's episode, Dr. Michelli discusses customer experience tradeoffs...

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May 4, 2017 @ 9:44 am

Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...

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April 27, 2017 @ 10:17 am

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...

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April 20, 2017 @ 1:38 pm

A Contrarian View on the United Airlines Customer Nightmare

In this episode, Dr. Michelli discusses the role we all have in customer experience...

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April 13, 2017 @ 10:00 am

Letting People Your Customers Care About Know About Brands That Care About Them

In this week's episode, Dr. Michelli discusses five steps to getting more referrals...

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April 7, 2017 @ 10:42 am

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...

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March 31, 2017 @ 9:17 am

Back with an Apology: Rare Rewards of Service Professionalism

Dr. Michelli discusses lessons from an atypical apology...

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March 23, 2017 @ 8:45 am

McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

In this week's episode, Dr. Michelli discusses mobile ordering... 

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March 17, 2017 @ 10:52 am

Revisiting Convenience – Lessons from H20

In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...

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March 9, 2017 @ 1:13 pm

When The Customer Is Wrong – Should The Business Be Right?

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...

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