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April 27, 2017 @ 10:17 am

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...

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April 20, 2017 @ 1:38 pm

A Contrarian View on the United Airlines Customer Nightmare

In this episode, Dr. Michelli discusses the role we all have in customer experience...

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April 13, 2017 @ 10:00 am

Letting People Your Customers Care About Know About Brands That Care About Them

In this week's episode, Dr. Michelli discusses five steps to getting more referrals...

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April 7, 2017 @ 10:42 am

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...

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