Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Jun 28, 2012
Jun 28, 2012
1 min
Dr. Michelli examines the importance of personal connections on closing sales. He shares key insights from a recent study on return call responses.
Jun 22, 2012
Jun 22, 2012
2 min
This week Dr. Michelli defines gamification and gives an example of its powerful applicability….
Jun 15, 2012
Jun 15, 2012
2 min
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….
Jun 8, 2012
Jun 8, 2012
3 min
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...
May 31, 2012
May 31, 2012
3 min
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...
May 25, 2012
May 25, 2012
2 min
This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.
May 19, 2012
May 19, 2012
2 min
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)
May 13, 2012
May 13, 2012
3 min
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….
May 4, 2012
May 4, 2012
4 min
Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...
Apr 27, 2012
Apr 27, 2012
3 min
Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence. His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...