Customer Experience

Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.

Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.

Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.

Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.

In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.

Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.

Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.

Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."