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 Oct 04, 2018
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
Thursday Sep 27, 2018
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
Thursday Sep 13, 2018
Thursday Sep 13, 2018
Dr. Michelli discusses iterative and future backward customer experience design...
Wednesday Sep 05, 2018
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...
Friday Aug 31, 2018
Friday Aug 31, 2018
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
Thursday Aug 23, 2018
Thursday Aug 23, 2018
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
Thursday Aug 16, 2018
Thursday Aug 16, 2018
In this week's episode, Dr. Michelli discusses the phases of experience design...
Thursday Aug 09, 2018
Thursday Aug 02, 2018
Thursday Aug 02, 2018
In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
Thursday Jul 26, 2018
Thursday Jul 26, 2018
Dr. Michelli discusses a business leader who unites, empowers, and transforms...
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.