Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

VUCA and YOU - How to Lead in Uncertain Times

Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for taming Uncertainty.

What is VUCA & How do YOU Thrive in Volatile Times?

Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA.  This episode is the first in a four-part series looking at each letter in VUCA.  Specifically, this podcast focuses on volatility. 

Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend

Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend. 

The ”Art”​ of pARTnership - How to Amplify Your Success

Dr. Michelli provides three guidelines for evaluating partnership opportunities.  Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit. 

How to Be an Iconic Service Brand -Four Things You Must Master

Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.

How to Profit from Employee and Customer Love - Staying on the Path Less Traveled

Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love.  He also outlines key elements for translating customer love into profitability.

Six Essentials to Actually Achieve Lasting Success

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond. 

How to Craft a Legacy - Taking Your Impact to the Next Level

Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.

How to Create WOW - Five Ingredients for Customer Delight

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

How to Actually Shock Customers - Give Them Authentic Attention

Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction.