{"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":"

Cookies Notice

This website uses cookies to improve your experience while you navigate through the website. By using our website you agree to our use of cookies.

"}],"home-header":[{"id":"HomeHeaderTextColor","val":"#000000"},{"id":"HomeHeaderBackgroundColor","val":"#FAF7F4"},{"id":"BackgroundImage","val":"https://mcdn.podbean.com/mf/web/4v8ivq/FS0iqfRWIAI4f1N.jpeg"}],"page-header":[{"id":"PageHeaderTextColor","val":"#ffffff"},{"id":"SecondaryPageBackgroundImage","val":"/assets/doubletree-episode-light.jpg"},{"id":"SecondaryPageBackgroundImageForMobile","val":null}],"episode-list":[{"id":"EpisodeListType","val":"grid"},{"id":"EpisodesPerPage","val":"10"},{"id":"EpisodeStats","val":"show"}],"navigation":[{"id":"NavigationFontColor","val":"#000000"},{"id":"NavigationBackgroundColor","val":"#FAF7F4"},{"id":"NavigationSearch","val":"show"},{"id":"NavigationLinks","val":[{"id":"Home","type":"Link","value":"/","text":"Home","subitems":[]},{"id":"Subscribe","type":"Link","value":"https://www.podbean.com/site/podcatcher/index/blog/5gzfqGugG","text":"Subscribe","subitems":[]},{"id":"Profile","type":"Link","value":"https://www.podbean.com/user-pJKFEqubX","text":"Profile","subitems":[]}]}],"footer":[{"id":"FooterType","val":"Footer1"},{"id":"FooterFontColor","val":"#000000"},{"id":"FooterBackgroundColor","val":"#ffffff"},{"id":"FooterCopyright","val":"Copyright © 2019 Joseph Michelli. All rights reserved."},{"id":"SocialMediaLinks","val":{"facebook_username":"","twitter_username":"","instagram_username":"","youtube_username":"","linkedin_username":""}}],"customize-container1":[],"customize-container2":[{"id":"ComponentImageText2-1","val":{"ComponentFontColor":"#000000","ComponentBackgroundColor":"#FAF7F4","ComponentImage":"https://mcdn.podbean.com/mf/web/ejc8nb/bigstock-Young-Woman-Showing-Her-Heartf-114669992.jpg","ComponentContent":"

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.

"}}]},"allLinks":[],"mainStylesDefaultSettings":null,"defaultCustomizeComponents":null,"scripts":[],"metas":null,"appConfig":{"package":"com.podbean.app.podcast","app_store_id":973361050,"app_name":"Podbean","scheme":"podbean"},"customizeCss":null,"canEditCss":null,"enableJsCodeInCustomizeContent":false,"enabledIframeCodeInCustomizeContent":true,"sectionMaxCount":10,"enableEditorLink":true,"enableEditCookiesNotice":true,"siteRedirectToFeed":false,"podcatcherRssUrl":null,"showFeed":true,"showTopBar":true,"enableWebSiteLike":true,"organizationName":null,"organizationPageLink":null},"backToListUrl":"/","tinymceLoaded":false,"listEpisodes":[],"userLikedEpisodes":[],"userLikeCheckedEpisodes":[],"topBarIframeLoaded":false,"listTotalCount":0,"listTotalPage":0,"listPage":0,"listType":"all","listValue":"","listName":"","pageLoading":false,"apiBaseUrl":"https://drjosephm.podbean.com","apiCommonParams":{"t":"686676f4","clientSignature":"f66d3a17f6f0b189cce063f8d21fe232","u":null,"customizing":null},"apiCommonHeaders":{},"comments":[],"commentsTotalCount":0,"commentsTotalPage":0,"commentsPage":1,"commentEpisodeId":"pb6848113-aesna","episode":{"id":"pb6848113","idTag":"aesna","title":"When The Customer Is Wrong – Should The Business Be Right?","logo":"https://pbcdn1.podbean.com/imglogo/ep-logo/pbblog112/CXUniversity_300x300.png","shareLogo":"https://d2bwo9zemjwxh5.cloudfront.net/ep-logo/pbblog112/CXUniversity_1200x628.jpg?s=ce81803b4b860ce8810e6d71c805bf00&e=png","largeLogo":"https://pbcdn1.podbean.com/imglogo/ep-logo/pbblog112/CXUniversity.png","previewContent":null,"content":"

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...

","publishTimestamp":1489079605,"duration":246,"mediaUrl":"https://mcdn.podbean.com/mf/web/xu8i5b/When_the_Customer_Is_Wrong.mp3","mediaType":"audio/mpeg","shareLink":"https://admin5.podbean.com/embed.html?id=pb-aesna-687e71","likedCount":0,"deepLink":"https://www.podbean.com/ew/pb-aesna-687e71","transcriptUrl":null,"permalink":"/e/when-the-customer-is-wrong-%e2%80%93-should-the-business-be-right/","downloadLink":"https://www.podbean.com/media/share/pb-aesna-687e71?download=1","fallbackResource":null,"fallbackResourceMimetype":null,"downloadCount":283,"status":"publish","hasMoreContent":false,"chaptersUrl":null,"explicit":false},"episodeShareLink":null,"deepLink":"https://www.podbean.com/ew/pb-aesna-687e71","playlist":{"episodes":[],"current":0,"start":0,"stop":0,"playing":true,"playerLoading":true,"playbackRate":1,"playbackRateIndex":1},"toasts":[],"confirm":null,"customizeEditorFormZIndex":999,"lastRequestTime":null,"validateChangesOnBeforeunload":true,"windowWidth":1000,"VITE_FS1_CDN_URL_PREFIX":"https://pbcdn1.podbean.com/fs1","reloadStats":false,"userIdEncrypted":null,"userProfilePicture":null,"username":null,"isVerified":false,"loadUserInfo":false,"loginUrl":"https://www.podbean.com/site/user/login?return=https%253A%252F%252Fdrjosephm.podbean.com%252Fe%252Fwhen-the-customer-is-wrong-%2525e2%252580%252593-should-the-business-be-right%252F&rts=4b228aaab3f46ea69ab5db3bb6f3e76933f5d318","recaptchaV3Loaded":false,"recaptchaV2Loaded":false,"likesLoaded":false,"commentLikeMap":{},"commentOffset":0},"episode":{"id":"pb6848113","idTag":"aesna","title":"When The Customer Is Wrong – Should The Business Be Right?","logo":"https://pbcdn1.podbean.com/imglogo/ep-logo/pbblog112/CXUniversity_300x300.png","shareLogo":"https://d2bwo9zemjwxh5.cloudfront.net/ep-logo/pbblog112/CXUniversity_1200x628.jpg?s=ce81803b4b860ce8810e6d71c805bf00&e=png","largeLogo":"https://pbcdn1.podbean.com/imglogo/ep-logo/pbblog112/CXUniversity.png","previewContent":null,"content":"

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...