Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Thursday Aug 20, 2009
Thursday Aug 20, 2009
Dr. Michelli discusses a fairly arbitrary distinction between customers and employees which is maintained by many business leaders. He challenges the conventional wisdom of that distinction.
Thursday Aug 06, 2009
Thursday Aug 06, 2009
Dr. Michelli offers a tool for assessing how to authentically present your products and services as being different from the competition.
Friday Jul 24, 2009
Friday Jul 24, 2009
Dr. Michelli help you explore how to examine and reposition your customer experience to maintain consumer relevance.
Thursday Jul 16, 2009
Thursday Jul 16, 2009
Dr. Michelli offers a synopsis of the Verde Group's results on what creates "wow" experiences for customers. He encourages you to elevate aspects highlighted in that study.
Wednesday Jul 08, 2009
Wednesday Jul 08, 2009
Dr. Michelli helps you look ahead to the consumer in the year 2020, thanks to the work of Doug Anderson the Senior Vice President of Research and Development for The Nielsen Company.
Wednesday Jul 01, 2009
Wednesday Jul 01, 2009
What's your USP and what does it have to do with driving sales in this economy? Dr. Michelli helps you answer those questions in this weeks podcast.
Monday Jun 22, 2009
Monday Jun 22, 2009
Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns. He places this number in the context of customer retention and customer acquistion costs.
Thursday Jun 11, 2009
Thursday Jun 11, 2009
What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.
Friday Jun 05, 2009
Friday Jun 05, 2009
Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.
Friday May 29, 2009
Friday May 29, 2009
Dr. Michelli examines an important business strategy for difficult economic times.