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.
Listen on:
Episodes
May 19, 2022
May 19, 2022
3 min
Dr. Michelli defines and offers four tips for achieving service velocity.
May 12, 2022
May 12, 2022
3 min
Often leaders overcomplicate and clutter the customer experience. In this episode, Dr. Michelli offers a process for streamlining your customers' journey.
May 5, 2022
May 5, 2022
2 min
Dr. Michelli offers a simplified look at customer experience excellence through the lens of value creation and effective value exchange.
Apr 28, 2022
Apr 21, 2022
Apr 21, 2022
2 min
Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).
Apr 14, 2022
Apr 14, 2022
3 min
Dr. Michelli shares the economic benefits of settings goals for customer delight.
Apr 7, 2022
Apr 7, 2022
3 min
Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.
Mar 31, 2022
Mar 31, 2022
4 min
Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.
Mar 24, 2022
Mar 24, 2022
4 min
In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.
Mar 17, 2022
Mar 17, 2022
3 min
In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.
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.