Customer Loyalty

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...

Back with an Apology: Rare Rewards of Service Professionalism

Dr. Michelli discusses lessons from an atypical apology...

McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

In this week's episode, Dr. Michelli discusses mobile ordering... 

Revisiting Convenience – Lessons from H20

In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...

When The Customer Is Wrong – Should The Business Be Right?

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...

The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...

All Business is Personal – Consistency with a Twist

In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...

It’s Viral, It’s Video Storytelling – Live Visuals Rule

In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...

The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)

In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery.  He also challenges listeners to "add value" through humanity and "ease" through automoation...

Are You Up for the Human/Tech Challenge?

In this week's episode Dr. Michelli, discusses integrating human and technology based service...