Leadership

Better Numbers Better Connections

Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns.  He places this number in the context of customer retention and customer acquistion costs.

While Standing in Your Business

What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.

Get Off the Phone

Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.

Unto Thine Own Self Be True

Dr. Michelli examines an important business strategy for difficult economic times.

Doing the Best in the Worst

Dr. Michelli expands on several of his Twitter posts (www.twitter.com/josephmichelli)  which examine how some companies are improving customer service in these difficult economic times.  He further challenges listeners to strategically reposition service to drive economic success.

Computer Jennerated Service

Dr Michelli discusses the place for both virtual and true human service in this week's podcast about Alaska Airlines' Jenn.  Further, he encourages and explorations on what can be learned from technological approaches to humanizing service.