The Zappos Experience

Are You Winning Tomorrow? How to Really Create Lasting Customer Success

In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training. 

Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty

Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.

What Would your Customers Actually Say? Mustering Courage to Observe the Truth

Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.

Join the Convenience Revolution - How to be Easier to do Business With

Starbucks has shifted its experience focus from "community" to "convenience."   Dr. Michelli offers six steps for making a similar shift.

PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success

In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey.  It turns out your mother was right!

PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill

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.

PODCAST: Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings

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

PODCAST: Choose your Attitude, It’s Showtime - How to Actually Care for Every Customer

Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success. 

PODCAST: How to Actually Show Gratitude - The Lost Art of Appreciation

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. 

PODCAST: Why Send Customers Away - The Art of Building Trust and Loyalty

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."