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 May 19, 2022
Thursday May 19, 2022
Dr. Michelli defines and offers four tips for achieving service velocity.
Thursday May 12, 2022
Thursday May 12, 2022
Often leaders overcomplicate and clutter the customer experience. In this episode, Dr. Michelli offers a process for streamlining your customers' journey.
Thursday May 05, 2022
Thursday May 05, 2022
Dr. Michelli offers a simplified look at customer experience excellence through the lens of value creation and effective value exchange.
Thursday Apr 28, 2022
Thursday Apr 21, 2022
Thursday Apr 21, 2022
Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).
Thursday Apr 14, 2022
Thursday Apr 14, 2022
Dr. Michelli shares the economic benefits of settings goals for customer delight.
Thursday Apr 07, 2022
Thursday Apr 07, 2022
Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.
Thursday Mar 31, 2022
Thursday Mar 31, 2022
Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.
Thursday Mar 24, 2022
Thursday Mar 24, 2022
In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.
Thursday Mar 17, 2022
Thursday Mar 17, 2022
In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.
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.