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

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond. 

Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction. 

Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.

Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends. 

Dr. Michelli offers several reminders for getting the most out of this holiday season.

In this episode, Dr. Michelli outlines research on the "service recovery paradox" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors. 

With inflation and market-tightening interest rates, customer experience (CX) is more important than ever.  Dr. Michelli offers four steps to deliver outcomes critical to your CX success in our current economy. 

In the context of the US Thanksgiving Holiday, this episode expresses gratitude for your listenership and provides four tips for maximizing team member and customer appreciation.