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.
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Episodes
Sep 8, 2022
Sep 8, 2022
3 min
Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success.
Sep 1, 2022
Sep 1, 2022
4 min
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.
Aug 25, 2022
Aug 25, 2022
3 min
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."
Aug 18, 2022
Aug 18, 2022
4 min
Dr. Michelli offers a definition for "signature moments" and provides tips on how to create distinction during a key customer touchpoint.
Aug 11, 2022
Aug 11, 2022
3 min
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.
Aug 4, 2022
Aug 4, 2022
3 min
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.
Jul 28, 2022
Jul 28, 2022
3 min
Dr. Michelli looks at 5 lessons from The Ritz-Carlton Hotel Company that can help you elevate your customer experience.
Jul 21, 2022
Jul 21, 2022
3 min
Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers.
Jul 14, 2022
Jul 14, 2022
4 min
Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them.
Jul 7, 2022
Jul 7, 2022
3 min
Are tracking customer input that leads to behavioral improvement? Dr. Michelli outlines key sources of customer feedback and how to leverage them for customer experience success.
Retain Customers & Gain Referrals
If you are a customer experience professional, business leader, or entrepreneur with limited time for podcasts, Customer Experience University is for you! These 3 to 5-minute weekly episodes are designed to help you think and act in ways increase customer loyalty and drive word-of-mouth business.