Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

PODCAST - Moments of Truth: How to Master What Actually Matters to Customers

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

PODCAST - So You Want to Measure Customer Effort - 3 Things You Must Know

In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.

PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort

Are you measuring customer effort?  In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.

What’s Love Got to Do with It? - How to Conquer Customers’ Hearts

In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.

Customer Experiences Beset with Bows - How to Celebrate and Delight Every Time

In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers. 

Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix

In this week's podcast, Dr. Michelli explores the top 5 reasons customers complain about service and what you can do to head them off.

Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes

In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.

Do Rewards Programs Produce Loyalty

In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.

Return on Experience - The Pot of Gold at the End of the CX

This week Joseph explores a concept he refers to as ROE or Return On Experience.  He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.

Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way

This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way." 
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did Mercedes-Benz set delight as their goal?
Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Unfortunately, when Mercedes-Benz satisfies them - that didn’t ensure that they are going to return or recommend the luxury automaker. By contrast, when brands like Mercedes-Benz satisfy and deliver positive emotions, customers report higher engagement levels that predict repeat business and referrals.
Are you measuring customer satisfaction or delight?