Customer Experience

Passion Drives Purchase

This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...

“Leading the Starbucks Way” – How they are doing it right & why YOU should follow

Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon, Barnes and Noble, and CEO Read.  You can request a preview by clicking this link and typing "Exclusive" in the Subject Title. 

Guilty as Charged - Seeking Consistency

In this week's podcast Dr. Michelli discusses the challenges of consistently approaching tasks across the scope of your business. While acknowledging shortcomings at The Michelli Experience, he also encourages you to look for consistency opportunities in yours...

Finding your Customer Experience Core!

Dr. Michelli helps you determine your core customer experience...

The Human Experience - Lessons from bedside in the ICU

Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.

Can you handle the truth about social media hype?

Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...

Connecting People to a Culture of Connection

Are you building a "culture of connection" for your team?  Dr. Michelli explores the issue in this week's podcast....

Shouldn‘t You be Shadowing Your Customers: Whys, Hows, and Whats for Success

Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service delivery

The Basics for Delivering Customer Value

Dr. Michelli outlines three key elements for delivering value to your customers.

Baking customer loyalty into your overall business strategy

Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast.  In so doing, he helps you see the role of client engagement in defending against threats and creating business opportunities.