Customer Experience

4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches

In this episode, Dr. Michelli contrasts four business strategies and explores global factors related to the effectiveness of each.  He also offers a way to evaluate your strategy and a method for improving execution. 

The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty

In this episode, Dr. Michelli looks at the role of gratitude in customer experience success.  He also explains how gratitude can and must go beyond words and live in the culture and actions of your business.

Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI

In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans.  He also offers an approach for blending the best of technology with the best of humanity.

VUCA and YOU - How to Lead in Ambiguous Times

This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli provides tips for navigating business Ambiguity.

VUCA and YOU - How to Lead in Complex Times

This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli offers skills for reducing business Complexity.

VUCA and YOU - How to Lead in Uncertain Times

Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for taming Uncertainty.

What is VUCA & How do YOU Thrive in Volatile Times?

Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA.  This episode is the first in a four-part series looking at each letter in VUCA.  Specifically, this podcast focuses on volatility. 

Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend

Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend. 

The ”Art”​ of pARTnership - How to Amplify Your Success

Dr. Michelli provides three guidelines for evaluating partnership opportunities.  Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit. 

How to Be an Iconic Service Brand -Four Things You Must Master

Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.