Customer Experience

PODCAST: Winning the Customer Experience - How to Drive Customer Loyalty and Referrals

Dr. Michelli 4 drivers of customer experience excellence.

PODCAST: Top of Heart Not Top of Head? Sparking Delight Across Every Customer Experience

Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).

PODCAST: Customer Satisfaction vs Delight? Make the Choice for Business Survival

Dr. Michelli shares the economic benefits of settings goals for customer delight.

PODCAST: Amping up Delight - How to Actually Maximize Customer Pleasure

Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.

PODCAST: Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience

Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.

PODCAST: Stick the Landing - How to Use the Peak End Theory to Amaze Customers

In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.

PODCAST - Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions

In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.

PODCAST - Moments of Truth: How to Master What Actually Matters to Customers

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

PODCAST - So You Want to Measure Customer Effort - 3 Things You Must Know

In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.

PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort

Are you measuring customer effort?  In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.