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
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.
Mar 14, 2022
Mar 14, 2022
4 min
In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.
Mar 3, 2022
Mar 3, 2022
3 min
In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.
Feb 24, 2022
Feb 24, 2022
3 min
Are you measuring customer effort? In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.
Feb 17, 2022
Feb 17, 2022
3 min
In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.
Feb 10, 2022
Feb 10, 2022
2 min
In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers.
Feb 3, 2022
Feb 3, 2022
3 min
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.
Jan 27, 2022
Jan 27, 2022
3 min
In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.
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.