Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes

Thursday Jul 04, 2019
Extending Kindness for Generations to Come
Thursday Jul 04, 2019
Thursday Jul 04, 2019
In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.

Thursday Jun 27, 2019
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Thursday Jun 27, 2019
Thursday Jun 27, 2019
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.

Thursday Jun 20, 2019
It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE
Thursday Jun 20, 2019
Thursday Jun 20, 2019
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...

Thursday Jun 06, 2019
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
Thursday Jun 06, 2019
Thursday Jun 06, 2019
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.

Thursday May 23, 2019
Thursday May 23, 2019
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.

Thursday May 16, 2019
The Bar is High – Are you Letting your Products and Technology Down?
Thursday May 16, 2019
Thursday May 16, 2019
In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.
![When the Customer Experience Goes Awry [Differentiation Through Service Recovery]](https://pbcdn1.podbean.com/imglogo/ep-logo/pbblog112/CXUniversity_300x300.png)
Thursday May 09, 2019
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Thursday May 09, 2019
Thursday May 09, 2019
In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.

Thursday May 02, 2019
For the Love of Mike (and all the others you serve) – Close the Loop!
Thursday May 02, 2019
Thursday May 02, 2019
Dr. Michelli discusses the importance of closed-loop communication...

Thursday Apr 25, 2019
Rolling through the Highs and Lows | Where will your Customers Land?
Thursday Apr 25, 2019
Thursday Apr 25, 2019
In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!

Thursday Apr 18, 2019
5 Things Not To Do in Your Journey to Customer Experience Excellence
Thursday Apr 18, 2019
Thursday Apr 18, 2019
Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.