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

Unforgettable Experiences: Poignant Lessons on Authentic Care

In this week's podcast, Dr. Michelli highlights the Ritz-Carlton Hotel Company's commitment to outstanding customer service and unforgettable experiences. You'll hear a heartwarming example of how the Ritz-Carlton team went above and beyond to create an unforgettable experience for 13-year-old Natalie, who was battling cancer. Moreover, you'll experience the importance of actively listening to customers to uncover ways to create unforgettable experiences, take initiative and collaborate in the service of others, personalize experiences to suit individual needs and preferences, and not wait to make a difference for someone.

How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks

In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbucks and his books, The Starbucks Experience and Leading the Starbucks Way.
Learn how Starbucks partners create emotional connections with customers, co-create experiences based on customer input, think beyond products, services, and profits, and inspire greatness in their teams. 

Service Recovery: How to Apologize and Build Strong Customer Relationships

In this episode, Dr. Michelli outlines the service recovery process he writes about in detail in his book titled The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
This four-step process can be the difference between average and outstanding service recovery. 

Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista

In this episode, Dr. Michelli borrows from his two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) to share tips on personal and memorable frontline service.

4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches

In this episode, Dr. Michelli contrasts four business strategies and explores global factors related to the effectiveness of each.  He also offers a way to evaluate your strategy and a method for improving execution. 

The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty

In this episode, Dr. Michelli looks at the role of gratitude in customer experience success.  He also explains how gratitude can and must go beyond words and live in the culture and actions of your business.

Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI

In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans.  He also offers an approach for blending the best of technology with the best of humanity.

VUCA and YOU - How to Lead in Ambiguous Times

This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli provides tips for navigating business Ambiguity.

VUCA and YOU - How to Lead in Complex Times

This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli offers skills for reducing business Complexity.

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.