Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Appreciating Customers Every Day - The Importance of Authentic Thanks

In the context of the US Thanksgiving Holiday, this episode expresses gratitude for your listenership and provides four tips for maximizing team member and customer appreciation.

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth

Recent research shows many people and organizations are struggling to "bounce back" from crises and adversity.  In this episode, Dr. Michelli offers four research-proven strategies for positioning your organization to emerge Stronger Through Adversity. 

Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service

How do you strike the right balance between self-service and assisted service?  In this episode, Dr.  Michelli offers five tips for creating service options that drive customer retention.

Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion

Dr. Michelli looks at why you should and how you can maintain a focus on customer relationships as opposed to transactions. 

Are You Winning Tomorrow? How to Really Create Lasting Customer Success

In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training. 

Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty

Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.

What Would your Customers Actually Say? Mustering Courage to Observe the Truth

Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.

Join the Convenience Revolution - How to be Easier to do Business With

Starbucks has shifted its experience focus from "community" to "convenience."   Dr. Michelli offers six steps for making a similar shift.

PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success

In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey.  It turns out your mother was right!

PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill

What does Emotional Intelligence (EI) have to do with Customer Experience (CX)?  Moreover, how can you enhance both EI and CX?  In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.