Leadership

Retail Armageddon, Chupacabra, and Other Myths

Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker...

Experiential Lessons for the Christmas Season: Going Beyond the Presents

In this week's episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experiences...
 

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...

Complexly Simple – Success Can Breed Mediocracy

Dr. Michelli discusses how the fear of change can hinder your business...

Please Ask My Opinion BUT NOT TOO MUCH

In this week's episode, Dr. Michelli discusses how you can listen to your customers in many different ways...

Want a Free Franchise? A Hypothetical with Real-World Implications

Dr. Michelli discusses sustainable ways for businesses to thrive...

What’s Your Signature?

In this week's episode, Dr. Michelli discusses the importance of defining brand moments...

Gratitude is a Customer Experience Differentiator

Dr. Michelli discusses how leaders set the tone for an appreciative workplace...

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.

“Where Has All The Loyalty Gone? – Long Time Passing”

Dr. Michelli discusses retaining Boomer customer loyalty...