Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
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. At 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.
Listen on:
Episodes
Thursday Mar 09, 2023
Thursday Mar 09, 2023
Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend.
Thursday Mar 02, 2023
Thursday Mar 02, 2023
Dr. Michelli provides three guidelines for evaluating partnership opportunities. Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit.
Thursday Feb 23, 2023
Thursday Feb 23, 2023
Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.
Thursday Feb 16, 2023
Thursday Feb 16, 2023
Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love. He also outlines key elements for translating customer love into profitability.
Thursday Feb 09, 2023
Thursday Feb 09, 2023
Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond.
Thursday Feb 02, 2023
Thursday Feb 02, 2023
Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.
Thursday Jan 26, 2023
Thursday Jan 26, 2023
Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight.
Thursday Jan 19, 2023
Thursday Jan 19, 2023
Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction.
Thursday Jan 12, 2023
Thursday Jan 12, 2023
Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.
Thursday Jan 05, 2023
Thursday Jan 05, 2023
Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends.
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.