Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Friday Mar 31, 2017
Back with an Apology: Rare Rewards of Service Professionalism
Friday Mar 31, 2017
Friday Mar 31, 2017
Dr. Michelli discusses lessons from an atypical apology...
Thursday Mar 23, 2017
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Thursday Mar 23, 2017
Thursday Mar 23, 2017
In this week's episode, Dr. Michelli discusses mobile ordering...
Friday Mar 17, 2017
Revisiting Convenience – Lessons from H20
Friday Mar 17, 2017
Friday Mar 17, 2017
In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...
Thursday Mar 09, 2017
When The Customer Is Wrong – Should The Business Be Right?
Thursday Mar 09, 2017
Thursday Mar 09, 2017
In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...
Thursday Mar 02, 2017
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
Thursday Mar 02, 2017
Thursday Mar 02, 2017
Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...