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

Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward

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

How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence

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

Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments

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

Bitter to Loyal: How to Move Customers from Detractors Into Advocates

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. 

You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever

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. 

Appreciating Customers Every Day - The Importance of Authentic Thanks

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.

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth

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. 

Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service

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.

Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion

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

Are You Winning Tomorrow? How to Really Create Lasting Customer Success

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