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.
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Episodes
Thursday Aug 04, 2022
Thursday Aug 04, 2022
What's so great about the customer experience at Zappos? What can you learn from the quirky company? Dr. Michelli offers five powerful human experience lessons.
Thursday Jul 28, 2022
Thursday Jul 28, 2022
Dr. Michelli looks at 5 lessons from The Ritz-Carlton Hotel Company that can help you elevate your customer experience.
Thursday Jul 21, 2022
Thursday Jul 21, 2022
Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers.
Thursday Jul 14, 2022
Thursday Jul 14, 2022
Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them.
Thursday Jul 07, 2022
Thursday Jul 07, 2022
Are tracking customer input that leads to behavioral improvement? Dr. Michelli outlines key sources of customer feedback and how to leverage them for customer experience success.
Thursday Jun 30, 2022
Thursday Jun 30, 2022
Service is more than "doing for" others. Dr. Michelli helps you expand your service experience delivery by focusing on 5 Ways to Serve.
Thursday Jun 23, 2022
Thursday Jun 23, 2022
Dr. Michelli outlines 5 psychological factors that drive customer experiences AND purchases.
Thursday Jun 16, 2022
Thursday Jun 16, 2022
Dr. Michelli provides 5 steps to driving value enhancement and customer confidence (precursors to repeat business).
Thursday Jun 02, 2022
Thursday Jun 02, 2022
This week, Dr. Michelli offers 10 practical ways to retain team members and asks you to share your best practices.
Thursday May 26, 2022
Thursday May 26, 2022
This week Dr. Michelli gives you a hypothetical customer experience scenario and helps you analyze the factors needed to chart an effective course of action.
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.