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

Thursday Oct 27, 2022
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
Thursday Oct 27, 2022
Thursday Oct 27, 2022
In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training.

Thursday Oct 20, 2022
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty
Thursday Oct 20, 2022
Thursday Oct 20, 2022
Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.

Thursday Oct 13, 2022
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
Thursday Oct 13, 2022
Thursday Oct 13, 2022
Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.

Thursday Oct 06, 2022
Join the Convenience Revolution - How to be Easier to do Business With
Thursday Oct 06, 2022
Thursday Oct 06, 2022
Starbucks has shifted its experience focus from "community" to "convenience." Dr. Michelli offers six steps for making a similar shift.

Thursday Sep 29, 2022
PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
Thursday Sep 29, 2022
Thursday Sep 29, 2022
In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey. It turns out your mother was right!

Thursday Sep 22, 2022
PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill
Thursday Sep 22, 2022
Thursday Sep 22, 2022
What does Emotional Intelligence (EI) have to do with Customer Experience (CX)? Moreover, how can you enhance both EI and CX? In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.

Thursday Sep 15, 2022
Thursday Sep 15, 2022
Customer service breakdowns are opportunities for learning. Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs.

Thursday Sep 08, 2022
Thursday Sep 08, 2022
Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success.

Thursday Sep 01, 2022
PODCAST: How to Actually Show Gratitude - The Lost Art of Appreciation
Thursday Sep 01, 2022
Thursday Sep 01, 2022
Have you created a culture of gratitude? Dr. Michelli looks at the role gratitude plays in customer engagement and the actions needed to ensure authentic customer appreciation.

Thursday Aug 25, 2022
PODCAST: Why Send Customers Away - The Art of Building Trust and Loyalty
Thursday Aug 25, 2022
Thursday Aug 25, 2022
When is it a good idea to send a customer to a competitor? Dr. Michelli offers guidance on when and how to "send customers away."