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 12, 2017

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

Thursday Oct 12, 2017

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

Thursday Oct 05, 2017

The Risk of Excellence: Avoiding Customer Experience Mediocrity

Thursday Oct 05, 2017

To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.

Thursday Sep 28, 2017

Not Just Fast: Understanding a Responsive Experience

Thursday Sep 28, 2017

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

Thursday Sep 21, 2017

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

Thursday Sep 21, 2017

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

Friday Sep 15, 2017

When It Matters Most: Customer Experience With the Fury of a Hurricane

Friday Sep 15, 2017

In this week's episode, Dr. Michelli discusses human nature during a natural disaster...

Thursday Sep 07, 2017

Shedding Your Implicit Bias: It’s Time for Design Thinking

Thursday Sep 07, 2017

Dr. Michelli discusses how design thinking can help uncover implicit biases...

Thursday Aug 31, 2017

Leading with the GOOD: A must have for customer experience success

Thursday Aug 31, 2017

In this week's episode, Dr. Michelli discusses how to be a human-centric organization...

Thursday Aug 24, 2017

Big Data to the Rescue of the Passenger Experience?

Thursday Aug 24, 2017

Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...

Friday Aug 18, 2017

Guilt or Greatness? Associations that Affect Customer Perception

Friday Aug 18, 2017

In this week's episode, Dr. Michelli discusses the power of associations for your brand...

Thursday Aug 10, 2017

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

Thursday Aug 10, 2017

In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...

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.