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

PODCAST: Are You Catching the Big Fish? Colorful Ways to Delight Every Customer

Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers. 

PODCAST: One of the Most Asked Questions: How Customer Experience Leaders Really Win

Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them. 

PODCAST: Behavior vs. Score - How to Track What Actually Matters

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.

PODCAST: There’s More to Service - 5 Ways to Help and Care

Service is more than "doing for" others.  Dr. Michelli helps you expand your service experience delivery by focusing on 5 Ways to Serve.

PODCAST: Customer Psychology - How to Enhance Experiences and Boost Sales

Dr. Michelli outlines 5 psychological factors that drive customer experiences AND purchases.

PODCAST: Do You Want People to Repurchase? Become a Confidence Building Business

Dr. Michelli provides 5 steps to driving value enhancement and customer confidence (precursors to repeat business). 

PODCAST: Ten Ways to Keep Employees - Fundamentals for Robust Engagement

This week, Dr. Michelli offers 10 practical ways to retain team members and asks you to share your best practices.

PODCAST: Know Your Customers - How to Seize Opportunities and Engage Loyalty

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. 

PODCAST: How to Actually Win Customers - Move Astonishingly and Brazenly Fast

Dr. Michelli defines and offers four tips for achieving service velocity.

PODCAST - Cut the Clutter: How to Create Customer Delight By Making Less More

Often leaders overcomplicate and clutter the customer experience.  In this episode, Dr. Michelli offers a process for streamlining your customers' journey.