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 shares the economic benefits of settings goals for customer delight.

Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.

Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.

In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.

In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.

Are you measuring customer effort?  In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.

In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.

In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers. 

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