Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Jul 24, 2019
Jul 24, 2019
3 min
In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.
Jul 18, 2019
Jul 18, 2019
4 min
In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.
Jul 11, 2019
Jul 11, 2019
5 min
In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.
Jul 4, 2019
Jul 4, 2019
3 min
In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.
Jun 27, 2019
Jun 27, 2019
4 min
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
Jun 20, 2019
Jun 20, 2019
4 min
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
Jun 6, 2019
Jun 6, 2019
4 min
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
May 23, 2019
May 23, 2019
3 min
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
May 16, 2019
May 16, 2019
4 min
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.
May 9, 2019
May 9, 2019
5 min
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.