Customer Experience

How to respond to ”pinteresting” times in customer engagement

Do you have an interest in Pinterest?  Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your customers…..

Gummy Worms and Customer Experience Excellence!

What do gummy worms have to do with elevating customer experience?  Listen to this week's podcast and find out!

Do you want return calls from sales leads? Focus on the personal!

Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.

Can you ”gamify” your customer experience? Lessons from the Highway

This week Dr. Michelli defines gamification and gives an example of its powerful applicability….

Customer Experience WOW - Defined and Delivered

Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants.  In addition to learning lessons from the example, Dr. Michelli encourages you to share your WOW stories….

Customer Experience - Understanding Emotional Economics

Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty and the overall equity of your brand...

You look like a curator…a key to adding customer experience value

Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought leadership...

Customer Experience - Art or Science? The answer is YES!

This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.

Customer Experience Limbo - How low can it go?

Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business.  (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts.  From now on they will go right into Joseph and end with him - thanks for the input)

Giraffes are ESSENTIAL to your Customer Experience!

Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….