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

Recent research shows many people and organizations are struggling to "bounce back" from crises and adversity.  In this episode, Dr. Michelli offers four research-proven strategies for positioning your organization to emerge Stronger Through Adversity. 

How do you strike the right balance between self-service and assisted service?  In this episode, Dr.  Michelli offers five tips for creating service options that drive customer retention.

Dr. Michelli looks at why you should and how you can maintain a focus on customer relationships as opposed to transactions. 

In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training. 

Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.

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.