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December 29, 2017 @ 1:18 pm

Retail Armageddon, Chupacabra, and Other Myths

Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker...

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December 21, 2017 @ 11:27 am

Experiential Lessons for the Christmas Season: Going Beyond the Presents

In this week's episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experiences...

 

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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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