{"store":{"baseInfo":{"podcastTitle":"Customer Experience University - Winning Loyalty & Engagement One Customer at a Time","slug":"drjosephm","podcastDescription":"New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more.\n\n\n\nAt The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.","podcastLogo":"https://pbcdn1.podbean.com/imglogo/image-logo/112/Simple_Podcast_Logo_82taba.jpg","podcastShareLogo":"https://d2bwo9zemjwxh5.cloudfront.net/image-logo/112/Simple_Podcast_Logo_82taba_1200x628.jpg?s=5fa00c53f4f734359ed081f00398c850&e=jpg","podcastUrl":"https://drjosephm.podbean.com","podcastCanSearched":true,"feedUrl":"https://feed.podbean.com/drjosephm/feed.xml","theme":"double-tree","podcastDeepLink":"https://www.podbean.com/pw/pbblog-bdyic-70?from=usersite","removePodbeanBranding":"no","brandingLogo":null,"timeZone":{"timeZoneId":17,"gmtAdjustment":"GMT-04:00","useDaylightTime":1,"value":-4,"text":"(GMT-04:00) Atlantic Time (Canada)","daylightStartTime":"Second Sunday Of March +2 Hours","daylightEndTime":"First Sunday Of November +2 Hours","timezone":"America/Halifax"},"podcastDownloads":null,"totalEpisodes":596,"showComments":true,"iOSAppDownloadLink":null,"customizeCssUrl":null,"androidAppDownloadLink":null,"showPostShare":true,"showLike":true,"author":"Dr. Joseph A. Michelli","enableEngagementStats":true,"shareEmbedLink":"https://admin5.podbean.com/embed.html?id=pbblog-bdyic-70-playlist","language":"en","sensitivitySessionExpireTime":3600,"podcastApps":[{"name":"Podbean App","link":"https://www.podbean.com/pw/pbblog-bdyic-70?from=usersite","image":"https://pbcdn1.podbean.com/fs1/site/images/admin5/podbean-app.png","title":null},{"name":"Spotify","link":"https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo","image":"https://pbcdn1.podbean.com/fs1/site/images/admin5/spotify.png","title":null}],"components":{"base":[{"id":"MainStyle","val":"light"},{"id":"Font","val":"Georgia"},{"id":"SecondaryFont","val":"PT Sans"},{"id":"PlayerColor","val":"#ff6d00"},{"id":"PlayerStyle","val":"player1"},{"id":"PlayerWave","val":"show"},{"id":"Favicon","val":"https://www.podbean.com/images/favicon.ico"},{"id":"CookiesNotice","val":"hide"},{"id":"CookiesNoticeContent","val":"

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Retain Customers & Gain Referrals

If you are a customer experience professional, business leader, or entrepreneur with limited time for podcasts, Customer Experience University is for you! These 3 to 5-minute weekly episodes are designed to help you think and act in ways increase customer loyalty and drive word-of-mouth business.

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There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.

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