Customer Experience

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.

How to Profit from Employee and Customer Love - Staying on the Path Less Traveled

Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love.  He also outlines key elements for translating customer love into profitability.

Six Essentials to Actually Achieve Lasting Success

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond. 

How to Craft a Legacy - Taking Your Impact to the Next Level

Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.

How to Create WOW - Five Ingredients for Customer Delight

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

How to Actually Shock Customers - Give Them Authentic Attention

Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction. 

Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward

Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.

How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence

Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends. 

Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments

Dr. Michelli offers several reminders for getting the most out of this holiday season.

Bitter to Loyal: How to Move Customers from Detractors Into Advocates

In this episode, Dr. Michelli outlines research on the "service recovery paradox" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors.