Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.

Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.

Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites you to win a $20 Starbucks gift card by guessing the company he will feature in his 2011 book!

Dr. Michelli looks at the ubiquitous importance of customer experience design and asks important questions regarding your customers' perceptions of the experiences you offer.