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

Thursday May 16, 2019

The Bar is High – Are you Letting your Products and Technology Down?

Thursday May 16, 2019

In this week's episode, Dr. Michelli discusses how to “make it personal” for our customers through a marriage of technology AND human service delivery.

Thursday May 09, 2019

When the Customer Experience Goes Awry [Differentiation Through Service Recovery]

Thursday May 09, 2019

In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery.

Thursday May 02, 2019

For the Love of Mike (and all the others you serve) – Close the Loop!

Thursday May 02, 2019

Dr. Michelli discusses the importance of closed-loop communication...

Thursday Apr 25, 2019

Rolling through the Highs and Lows | Where will your Customers Land?

Thursday Apr 25, 2019

In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!

Thursday Apr 18, 2019

5 Things Not To Do in Your Journey to Customer Experience Excellence

Thursday Apr 18, 2019

Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.

Thursday Apr 11, 2019

Your Customer Journey Map is Probably Not Enough

Thursday Apr 11, 2019

In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.

Thursday Mar 28, 2019

No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook

Thursday Mar 28, 2019

In this week's episode, Dr. Michelli discusses the importance of a brand story hook...

Thursday Mar 21, 2019

Sharing your brand stories differently

Thursday Mar 21, 2019

Dr. Michelli discusses how stories are a form of customer currency...

Thursday Mar 14, 2019

Do not Forget to Sprinkle Emotion on Top of Branded Storytelling

Thursday Mar 14, 2019

This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.

Thursday Mar 07, 2019

Say Yes to a Dress | Developing Characters in Branded Storytelling

Thursday Mar 07, 2019

In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...

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.