Customer Loyalty

Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends. 

Dr. Michelli offers several reminders for getting the most out of this holiday season.

In this episode, Dr. Michelli outlines research on the "service recovery paradox" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors. 

With inflation and market-tightening interest rates, customer experience (CX) is more important than ever.  Dr. Michelli offers four steps to deliver outcomes critical to your CX success in our current economy. 

In the context of the US Thanksgiving Holiday, this episode expresses gratitude for your listenership and provides four tips for maximizing team member and customer appreciation.

Recent research shows many people and organizations are struggling to "bounce back" from crises and adversity.  In this episode, Dr. Michelli offers four research-proven strategies for positioning your organization to emerge Stronger Through Adversity. 

How do you strike the right balance between self-service and assisted service?  In this episode, Dr.  Michelli offers five tips for creating service options that drive customer retention.

Dr. Michelli looks at why you should and how you can maintain a focus on customer relationships as opposed to transactions. 

In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training. 

Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.