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

New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more.



At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.

Often leaders overcomplicate and clutter the customer experience.  In this episode, Dr. Michelli offers a process for streamlining your customers' journey.

Dr. Michelli offers a simplified look at customer experience excellence through the lens of value creation and effective value exchange.

Dr. Michelli 4 drivers of customer experience excellence.

Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).

Dr. Michelli shares the economic benefits of settings goals for customer delight.

Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.

Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.

In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.

In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

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