May 11, 2017 @ 10:23 am
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
In this week's episode, Dr. Michelli discusses customer experience tradeoffs...
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May 4, 2017 @ 9:44 am
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...
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April 27, 2017 @ 10:17 am
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...
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April 20, 2017 @ 1:38 pm
A Contrarian View on the United Airlines Customer Nightmare
In this episode, Dr. Michelli discusses the role we all have in customer experience...
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April 13, 2017 @ 10:00 am
Letting People Your Customers Care About Know About Brands That Care About Them
In this week's episode, Dr. Michelli discusses five steps to getting more referrals...
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April 7, 2017 @ 10:42 am
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...
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March 31, 2017 @ 9:17 am
Back with an Apology: Rare Rewards of Service Professionalism
Dr. Michelli discusses lessons from an atypical apology...
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March 23, 2017 @ 8:45 am
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
In this week's episode, Dr. Michelli discusses mobile ordering...
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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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