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

No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook

In this week's episode, Dr. Michelli discusses the importance of a brand story hook...

Sharing your brand stories differently

Dr. Michelli discusses how stories are a form of customer currency...

Do not Forget to Sprinkle Emotion on Top of Branded Storytelling

This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.

Say Yes to a Dress | Developing Characters in Branded Storytelling

In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...

It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you?

In this week's episode, Dr. Michelli discusses the five brand components of successful companies...

Customer Experience Wisdom from a 96-year-old Business Legend

In this week's episode, Dr. Michelli discusses the storied Dooky Chase Restaurant in New Orleans and it's owner and head chef, 96-year-old Leah Chase.

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience

Dr. Michelli discusses a few of the visual storytelling offerings from the big game to see what we can learn from these efforts.

Old Things That Endure: Testing and Learning for Customer Experience Excellence

In this week's episode, Dr. Michelli discusses elements of customer experience improvement which have transcended place and time.

How to drive your brand voice through your customer experience

In this week's episode, Dr. Michelli discusses how to assess your brand voice for optimal customer experience...

A Blast from the Past: The 3 Ps of Customer Experience Excellence

Dr. Michelli discusses predictions Walker research group made back in 2013 about the future of customer experience by 2020...