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 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.
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.
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.