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
Apr 20, 2023
Apr 20, 2023
4 min
In this episode, Dr. Michelli looks at the role of gratitude in customer experience success. He also explains how gratitude can and must go beyond words and live in the culture and actions of your business.
Apr 13, 2023
Apr 13, 2023
4 min
In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans. He also offers an approach for blending the best of technology with the best of humanity.
Apr 6, 2023
Apr 6, 2023
4 min
This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). In this episode, Dr. Michelli provides tips for navigating business Ambiguity.
Mar 30, 2023
Mar 30, 2023
5 min
This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). In this episode, Dr. Michelli offers skills for reducing business Complexity.
Mar 23, 2023
Mar 23, 2023
5 min
Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for taming Uncertainty.
Mar 16, 2023
Mar 16, 2023
4 min
Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA. This episode is the first in a four-part series looking at each letter in VUCA. Specifically, this podcast focuses on volatility.
Mar 9, 2023
Mar 9, 2023
4 min
Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend.
Mar 2, 2023
Mar 2, 2023
2 min
Dr. Michelli provides three guidelines for evaluating partnership opportunities. Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit.
Feb 23, 2023
Feb 23, 2023
3 min
Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.
Feb 16, 2023
Feb 16, 2023
4 min
Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love. He also outlines key elements for translating customer love into profitability.
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.