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. 

What's so great about the customer experience at Zappos?  What can you learn from the quirky company?  Dr. Michelli offers five powerful human experience lessons.

Dr. Michelli looks at 5 lessons from The Ritz-Carlton Hotel Company that can help you elevate your customer experience.

Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers. 

Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them.