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 Sep 29, 2022
Thursday Sep 29, 2022
In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey. It turns out your mother was right!
Thursday Sep 22, 2022
Thursday Sep 22, 2022
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.
Thursday Sep 15, 2022
Thursday Sep 15, 2022
Customer service breakdowns are opportunities for learning. Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs.
Thursday Sep 08, 2022
Thursday Sep 08, 2022
Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success.
Thursday Sep 01, 2022
Thursday Sep 01, 2022
Have you created a culture of gratitude? Dr. Michelli looks at the role gratitude plays in customer engagement and the actions needed to ensure authentic customer appreciation.
Thursday Aug 25, 2022
Thursday Aug 25, 2022
When is it a good idea to send a customer to a competitor? Dr. Michelli offers guidance on when and how to "send customers away."
Thursday Aug 18, 2022
Thursday Aug 18, 2022
Dr. Michelli offers a definition for "signature moments" and provides tips on how to create distinction during a key customer touchpoint.
Thursday Aug 11, 2022
Thursday Aug 11, 2022
Dr. Michelli explains how to use the Kano model to prioritize design features that remove dissatisfiers, increase satisfiers, and add delighters as you create a new product or experience.
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.
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.