Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Oct 29, 2013
Oct 29, 2013
1 min
Dr. Michelli addresses the role of customer input in effective business innovation....
Oct 29, 2013
Oct 29, 2013
1 min
What matters more to customers "speed" or "caring?" Dr. Michelli addresses research and reality when it comes to these important aspects of customer experience....
Oct 29, 2013
Oct 29, 2013
1 min
Dr. Michelli challenges you to look at whether you challenge the "awakeness" of your team members....
Oct 29, 2013
Oct 29, 2013
1 min
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mobilize the connection."
Oct 10, 2013
Oct 10, 2013
2 min
Sharing frrom his new book Leading the Starbucks Way, Dr. Michelli helps you find opportunities to embed your products and services more deeply into your customer's lifestyle....
Sep 29, 2013
Sep 29, 2013
2 min
This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribery....
Aug 26, 2013
Aug 26, 2013
2 min
Borrowing from concepts in his book Leading the Starbucks Way, Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of customer relationships....
Aug 16, 2013
Aug 16, 2013
3 min
Dr. Michelli shares how Starbucks leaders seek to deliver the differentiators that separate them from the innovators.
Aug 2, 2013
Aug 2, 2013
3 min
This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...
Jul 26, 2013
Jul 26, 2013
3 min
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.