Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Jun 27, 2019
Jun 27, 2019
4 min
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
Jun 20, 2019
Jun 20, 2019
4 min
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
Jun 6, 2019
Jun 6, 2019
4 min
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
May 23, 2019
May 23, 2019
3 min
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
May 16, 2019
May 16, 2019
4 min
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.
May 9, 2019
May 9, 2019
5 min
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.
May 2, 2019
Apr 25, 2019
Apr 25, 2019
4 min
In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!
Apr 18, 2019
Apr 18, 2019
4 min
Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.
Apr 11, 2019
Apr 11, 2019
3 min
In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.