July 11, 2019 @ 8:00 am
Customer Experience Lessons from the African Bush
In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.
July 4, 2019 @ 8:00 am
Extending Kindness for Generations to Come
In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.
June 27, 2019 @ 8:00 am
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
June 20, 2019 @ 8:00 am
It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
June 6, 2019 @ 10:13 am
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
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!
