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 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.
Monday Mar 14, 2022
Monday Mar 14, 2022
In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.
Thursday Mar 03, 2022
Thursday Mar 03, 2022
In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.
Thursday Feb 24, 2022
Thursday Feb 24, 2022
Are you measuring customer effort? In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.
Thursday Feb 17, 2022
Thursday Feb 17, 2022
In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.
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.