Customer Loyalty

Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.

In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.

Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.

Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.

Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."

Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.

Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.

Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites you to win a $20 Starbucks gift card by guessing the company he will feature in his 2011 book!

Dr. Michelli looks at the ubiquitous importance of customer experience design and asks important questions regarding your customers' perceptions of the experiences you offer.

Dr. Michelli looks at the application of Martin Lindstrom's neuromarketing research to help you elevate your customer experience design.