PODCAST: Customer Satisfaction vs Delight? Make the Choice for Business Survival
Apr 14th, 2022 by drjosephm
Dr. Michelli shares the economic benefits of settings goals for customer delight.
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.
Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.
PODCAST: Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience
Mar 31st, 2022 by drjosephm
Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.
PODCAST: Stick the Landing - How to Use the Peak End Theory to Amaze Customers
Mar 24th, 2022 by drjosephm
In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.
PODCAST - Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions
Mar 17th, 2022 by drjosephm
In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.
PODCAST - Moments of Truth: How to Master What Actually Matters to Customers
Mar 14th, 2022 by drjosephm
In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.
PODCAST - So You Want to Measure Customer Effort - 3 Things You Must Know
Mar 3rd, 2022 by drjosephm
In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.
PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort
Feb 24th, 2022 by drjosephm
Are you measuring customer effort? In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.
What’s Love Got to Do with It? - How to Conquer Customers’ Hearts
Feb 17th, 2022 by drjosephm
In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.
Customer Experiences Beset with Bows - How to Celebrate and Delight Every Time
Feb 10th, 2022 by drjosephm
In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers.
