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June 27, 2019 @ 8:00 am

Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias

Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.

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June 20, 2019 @ 8:00 am

It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE

In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...

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June 6, 2019 @ 10:13 am

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.

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May 23, 2019 @ 9:32 am

Long ago in a galaxy far, far away… | Small-Town Lessons on Relationship and Business Reputation

Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.

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May 16, 2019 @ 8:00 am

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

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.

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May 9, 2019 @ 8:00 am

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

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

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May 2, 2019 @ 9:00 am

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

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

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April 25, 2019 @ 8:00 am

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

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!

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April 18, 2019 @ 8:00 am

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

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.

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April 11, 2019 @ 8:30 am

Your Customer Journey Map is Probably Not Enough

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.

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The Michelli Experience
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