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.
Episodes

Friday Dec 29, 2017
Retail Armageddon, Chupacabra, and Other Myths
Friday Dec 29, 2017
Friday Dec 29, 2017
Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker...

Thursday Dec 21, 2017
Experiential Lessons for the Christmas Season: Going Beyond the Presents
Thursday Dec 21, 2017
Thursday Dec 21, 2017
In this week's episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experiences...

Friday Dec 15, 2017
Friday Dec 15, 2017
In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...

Thursday Dec 07, 2017
Complexly Simple – Success Can Breed Mediocracy
Thursday Dec 07, 2017
Thursday Dec 07, 2017
Dr. Michelli discusses how the fear of change can hinder your business...

Thursday Nov 30, 2017
Please Ask My Opinion BUT NOT TOO MUCH
Thursday Nov 30, 2017
Thursday Nov 30, 2017
In this week's episode, Dr. Michelli discusses how you can listen to your customers in many different ways...

Wednesday Nov 22, 2017
Want a Free Franchise? A Hypothetical with Real-World Implications
Wednesday Nov 22, 2017
Wednesday Nov 22, 2017
Dr. Michelli discusses sustainable ways for businesses to thrive...

Thursday Nov 16, 2017
What’s Your Signature?
Thursday Nov 16, 2017
Thursday Nov 16, 2017
In this week's episode, Dr. Michelli discusses the importance of defining brand moments...

Friday Nov 10, 2017
Gratitude is a Customer Experience Differentiator
Friday Nov 10, 2017
Friday Nov 10, 2017
Dr. Michelli discusses how leaders set the tone for an appreciative workplace...

Friday Nov 03, 2017
Friday Nov 03, 2017
In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity.

Thursday Oct 26, 2017
“Where Has All The Loyalty Gone? – Long Time Passing”
Thursday Oct 26, 2017
Thursday Oct 26, 2017
Dr. Michelli discusses retaining Boomer customer loyalty...

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.