Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
May 25, 2012
May 25, 2012
2 min
This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.
May 19, 2012
May 19, 2012
2 min
Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business. (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts. From now on they will go right into Joseph and end with him - thanks for the input)
May 13, 2012
May 13, 2012
3 min
Service experience are more than just getting it right or making it right when you are wrong. Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….
May 4, 2012
May 4, 2012
4 min
Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...
Apr 27, 2012
Apr 27, 2012
3 min
Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence. His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...
Apr 18, 2012
Apr 18, 2012
2 min
Should you ask your customer for complaints? Here's Dr. Michelli's advice on that complicated question….
Apr 15, 2012
Apr 15, 2012
2 min
Do you believe in business karma? A recent Nielsen survey validates the notion that "you get what you give."
Oct 7, 2010
Oct 7, 2010
4 min
Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.
Sep 8, 2010
Sep 8, 2010
4 min
Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.
Aug 29, 2010
Aug 29, 2010
4 min
Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.