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October 5, 2017 @ 9:27 am

The Risk of Excellence: Avoiding Customer Experience Mediocrity

To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.

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September 28, 2017 @ 8:46 am

Not Just Fast: Understanding a Responsive Experience

In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries...

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September 21, 2017 @ 9:28 am

Keeping Your Audience’s Attent…Look There’s a Squirrel

Dr. Michelli, discusses attention span and why communication should be viewed as an interruption...

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September 15, 2017 @ 10:21 am

When It Matters Most: Customer Experience With the Fury of a Hurricane

In this week's episode, Dr. Michelli discusses human nature during a natural disaster...

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September 7, 2017 @ 9:00 am

Shedding Your Implicit Bias: It’s Time for Design Thinking

Dr. Michelli discusses how design thinking can help uncover implicit biases...

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August 31, 2017 @ 8:38 am

Leading with the GOOD: A must have for customer experience success

In this week's episode, Dr. Michelli discusses how to be a human-centric organization...

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August 24, 2017 @ 9:22 am

Big Data to the Rescue of the Passenger Experience?

Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...

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August 18, 2017 @ 9:17 am

Guilt or Greatness? Associations that Affect Customer Perception

In this week's episode, Dr. Michelli discusses the power of associations for your brand...

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August 10, 2017 @ 9:57 am

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...

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August 3, 2017 @ 10:04 am

Recovering Business Trust: Listen, Admit, Apologize, Fix

Dr. Michelli discusses building trust with your customers ...

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