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

Human Experience in A Technological World

My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable.
Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also will not keep my less than nice comments to myself. I’m justifying my actions in the name of helping you elevate your customer experience. Here goes…

Customer Segments or Customer Need States?

Customer segments or customer need states? The answer is … both!
It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states.

Trusting Your People and Superpowering Your Customer Experience

In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.

Legendary Brand: What’s Your Story?

In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share compelling brand stories that become part of the company’s mystique or lore.

Cutting-edge Service Technology Blended with a Human Service Culture

In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships via a blend of people and technology.

Soaring Through Future-Focused | Optimal Customer Visioning

In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.

The Agility of Ownership – Lessons from South African Entrepreneurs

In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.

Customer Experience Lessons from Informal Townships [South Africa Part 2 of 3]

In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.

Customer Experience Lessons from the African Bush

In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.

Extending Kindness for Generations to Come

In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.