Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Thursday Aug 29, 2019
Customer Segments or Customer Need States?
Thursday Aug 29, 2019
Thursday Aug 29, 2019
Customer segments or customer need states? The answer is … both!
It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states.
Thursday Aug 22, 2019
Trusting Your People and Superpowering Your Customer Experience
Thursday Aug 22, 2019
Thursday Aug 22, 2019
In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.
Thursday Aug 15, 2019
Legendary Brand: What’s Your Story?
Thursday Aug 15, 2019
Thursday Aug 15, 2019
In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share compelling brand stories that become part of the company’s mystique or lore.
Thursday Aug 08, 2019
Cutting-edge Service Technology Blended with a Human Service Culture
Thursday Aug 08, 2019
Thursday Aug 08, 2019
In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships via a blend of people and technology.
Thursday Aug 01, 2019
Soaring Through Future-Focused | Optimal Customer Visioning
Thursday Aug 01, 2019
Thursday Aug 01, 2019
In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.