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March 17, 2017 @ 10:52 am

Revisiting Convenience – Lessons from H20

In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...

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March 9, 2017 @ 1:13 pm

When The Customer Is Wrong – Should The Business Be Right?

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...

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March 2, 2017 @ 10:51 am

The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...

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February 23, 2017 @ 10:00 am

All Business is Personal – Consistency with a Twist

In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...

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February 17, 2017 @ 12:23 pm

It’s Viral, It’s Video Storytelling – Live Visuals Rule

In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...

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February 7, 2017 @ 12:26 pm

The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)

In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery.  He also challenges listeners to "add value" through humanity and "ease" through automoation...

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February 2, 2017 @ 5:51 pm

Are You Up for the Human/Tech Challenge?

In this week's episode Dr. Michelli, discusses integrating human and technology based service...

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January 26, 2017 @ 10:49 am

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricity...

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January 23, 2017 @ 2:45 pm

Is Business a Game? Customer Experience Lessons from Gaming

Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...

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January 12, 2017 @ 11:46 am

Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...

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209Episodes

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