The Zappos Experience

It’s Viral, It’s Video Storytelling – Live Visuals Rule

In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...

The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)

In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery.  He also challenges listeners to "add value" through humanity and "ease" through automoation...

Are You Up for the Human/Tech Challenge?

In this week's episode Dr. Michelli, discusses integrating human and technology based service...

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricity...

Is Business a Game? Customer Experience Lessons from Gaming

Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...

Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...

Customer Experience Excellence – The Science and the Craft

Dr. Michelli, discusses why you should use customized customer service training tools as a guide only...

Do’s and Don’ts for a Human and Humane Holiday Experience

Dr. Michelli discusses how to create humanity-rich experiences this time of year...

It’s Not Easy Enough: Simplifying the Experience

In this week's episode, Dr. Michelli discusses ways in which technology is making the customer experience easier...

Nailing the Numbers – Your Future Equals Your Customer Experience

Dr. Michelli, discusses relevant customer experience statistics...