Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Jan 2, 2014
Jan 2, 2014
4 min
Dr. Michelli discusses why mistake recovery has substantial impact on customer perceptions and on the future purchases of those consumers...
Dec 26, 2013
Dec 26, 2013
2 min
Dr. Michelli describes how Starbucks delivers consistent experiences to their customers time and time again...
Dec 19, 2013
Dec 19, 2013
3 min
Dr. Michelli shares how Starbucks gathers and analyzes feedback from customers about suggested improvements and innovations...
Dec 2, 2013
Dec 2, 2013
2 min
Dr. Michelli shares five points to ensure you are optimizing every opportunity to communicate with your customers ...
Nov 22, 2013
Nov 22, 2013
3 min
In this week's episode Dr. Joesph Michelli talks about what you can learn about seasonal customer experiences from Starbucks...
Nov 10, 2013
Nov 10, 2013
2 min
Dr. Michelli celebrates military veterans and encourages your business to have a heart....
Oct 29, 2013
Oct 29, 2013
1 min
Dr. Michelli addresses the role of customer input in effective business innovation....
Oct 29, 2013
Oct 29, 2013
1 min
What matters more to customers "speed" or "caring?" Dr. Michelli addresses research and reality when it comes to these important aspects of customer experience....
Oct 29, 2013
Oct 29, 2013
1 min
Dr. Michelli challenges you to look at whether you challenge the "awakeness" of your team members....
Oct 29, 2013
Oct 29, 2013
1 min
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mobilize the connection."