Customer Loyalty

Customer Experience Speaker, Consultant, Author OR…A Robot

Dr. Michelli discusses the likelihood that various jobs will be replaced by a robot...

Service Delivered: Timeless Change!

In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “to be new again"...

Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES

In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...

Once Upon a Time People Assisted One Another…

In this week's episode, Dr. Michelli discusses the future of service...

Transforming Optimism on Transformation

Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

In this week's episode, Dr. Michelli discusses customer experience tradeoffs...

Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...

A Contrarian View on the United Airlines Customer Nightmare

In this episode, Dr. Michelli discusses the role we all have in customer experience...

Letting People Your Customers Care About Know About Brands That Care About Them

In this week's episode, Dr. Michelli discusses five steps to getting more referrals...