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 Jul 04, 2019
Thursday Jul 04, 2019
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.
Thursday Jun 27, 2019
Thursday Jun 27, 2019
Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.
Thursday Jun 20, 2019
Thursday Jun 20, 2019
In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...
Thursday Jun 06, 2019
Thursday Jun 06, 2019
In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.
Thursday May 23, 2019
Thursday May 23, 2019
Dr. Michelli discusses brand reputation and business lessons learned from living in a small town.
Thursday May 16, 2019
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
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
Thursday May 02, 2019
Dr. Michelli discusses the importance of closed-loop communication...
Thursday Apr 25, 2019
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
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.
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.