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

Tuesday Nov 20, 2018

Two Magic Words - Human Experience Requires Gratitude

Tuesday Nov 20, 2018

In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers...

Thursday Nov 15, 2018

Catching People Doing What’s Right Along the Customer Experience Journey

Thursday Nov 15, 2018

Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...

Thursday Nov 08, 2018

Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling

Thursday Nov 08, 2018

In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.

Friday Nov 02, 2018

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

Friday Nov 02, 2018

In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...

Thursday Oct 25, 2018

Customer Experience Research and Life Long Learning

Thursday Oct 25, 2018

In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...

Thursday Oct 11, 2018

Up, Up, and Away - Getting Lift with Wearables and IoT

Thursday Oct 11, 2018

In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...

Thursday Oct 04, 2018

Taking Flight With Big Data – How’s Your Trip?

Thursday Oct 04, 2018

Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.

Thursday Sep 27, 2018

Transforming Customer Experience with Partners: The Art of Not Going It Alone

Thursday Sep 27, 2018

In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...

Thursday Sep 13, 2018

Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?

Thursday Sep 13, 2018

Dr. Michelli discusses iterative and future backward customer experience design...

Wednesday Sep 05, 2018

Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping

Wednesday Sep 05, 2018

In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...

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.