The Zappos Experience

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

In this week's episode, Dr. Michelli, discusses how to create craveabilty in your business...

Show Me the Money: The Why of Customer Experience Excellence

Dr. Michelli, discusses research supporting an investment in programs designed to improve the engagement and loyalty of your customers...

Brand Independence Day: Staying in the Black from One of the Men in Black

In this week's episode, Dr. Michelli, discusses branding lessons learned from Will Smith...

Personal Brand Vetting – THEY are Listening

In this week's episode, Dr. Michelli, discusses personal brand vetting...

Don’t Invent – Innovate: The Art of Resolving Human Need

In this week's episode, Dr. Michelli, innovation at its best...

Countering Terror with a Service Heart

In response to the TERROR perpetuated in Orlando, Dr. Michelli looks at the critical importance of delivering compassionate service in every business interaction....

The Muhammad Ali Experience: 5 Lessons to Win By

Dr. Michelli discusses delivery consistent brand experience...

To Switch or Not to Switch: 4 Ways to Stop Customer Churn

In this week's episode, Dr. Michelli, discusses the cost of customer churn...

When it Comes to Service: Beware A Technology-Based Backlash

In this week's episode, Dr. Michelli, artificial intelligence and the uncanny valley...

How to Stop the Revolving Door for Millennials at Work

Dr. Michelli discusses a recent Gallup study about Millennials...