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

Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.

Starbucks has shifted its experience focus from "community" to "convenience."   Dr. Michelli offers six steps for making a similar shift.

In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey.  It turns out your mother was right!

What does Emotional Intelligence (EI) have to do with Customer Experience (CX)?  Moreover, how can you enhance both EI and CX?  In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.

Customer service breakdowns are opportunities for learning.  Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs. 

Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success. 

Have you created a culture of gratitude?  Dr.  Michelli looks at the role gratitude plays in customer engagement and the actions needed to ensure authentic customer appreciation. 

When is it a good idea to send a customer to a competitor?  Dr.  Michelli offers guidance on when and how to "send customers away."

Dr. Michelli offers a definition for "signature moments" and provides tips on how to create distinction during a key customer touchpoint.

Dr. Michelli explains how to use the Kano model to prioritize design features that remove dissatisfiers, increase satisfiers, and add delighters as you create a new product or experience.