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

Want a Free Franchise? A Hypothetical with Real-World Implications

Dr. Michelli discusses sustainable ways for businesses to thrive...

What’s Your Signature?

In this week's episode, Dr. Michelli discusses the importance of defining brand moments...

Gratitude is a Customer Experience Differentiator

Dr. Michelli discusses how leaders set the tone for an appreciative workplace...

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.

“Where Has All The Loyalty Gone? – Long Time Passing”

Dr. Michelli discusses retaining Boomer customer loyalty...

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”
My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.”

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...

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.

Not Just Fast: Understanding a Responsive Experience

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

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

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