May 23, 2019 @ 9:32 am
Long ago in a galaxy far, far away… | Small-Town Lessons on Relationship and Business Reputation
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
May 16, 2019 @ 8:00 am
The Bar is High – Are you Letting your Products and Technology Down?
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.
May 9, 2019 @ 8:00 am
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.
May 2, 2019 @ 9:00 am
For the Love of Mike (and all the others you serve) – Close the Loop!
Dr. Michelli discusses the importance of closed-loop communication...
April 25, 2019 @ 8:00 am
Rolling through the Highs and Lows | Where will your Customers Land?
In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!
April 18, 2019 @ 8:00 am
5 Things Not To Do in Your Journey to Customer Experience Excellence
Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.
April 11, 2019 @ 8:30 am
Your Customer Journey Map is Probably Not Enough
In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.
March 28, 2019 @ 8:00 am
No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook
In this week's episode, Dr. Michelli discusses the importance of a brand story hook...
March 21, 2019 @ 10:18 am
Sharing your brand stories differently
Dr. Michelli discusses how stories are a form of customer currency...
March 14, 2019 @ 11:28 am
Do not Forget to Sprinkle Emotion on Top of Branded Storytelling
This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.
