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 Apr 27, 2017
Thursday Apr 27, 2017
In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...
Thursday Apr 20, 2017
Thursday Apr 20, 2017
In this episode, Dr. Michelli discusses the role we all have in customer experience...
Thursday Apr 13, 2017
Thursday Apr 13, 2017
In this week's episode, Dr. Michelli discusses five steps to getting more referrals...
Friday Apr 07, 2017
Friday Apr 07, 2017
In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...
Friday Mar 31, 2017
Thursday Mar 23, 2017
Friday Mar 17, 2017
Friday Mar 17, 2017
In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...
Thursday Mar 09, 2017
Thursday Mar 09, 2017
In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...
Thursday Mar 02, 2017
Thursday Mar 02, 2017
Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...
Thursday Feb 23, 2017
Thursday Feb 23, 2017
In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...
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.