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
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...
Friday Feb 17, 2017
Friday Feb 17, 2017
In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...
Tuesday Feb 07, 2017
Tuesday Feb 07, 2017
In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human service delivery. He also challenges listeners to "add value" through humanity and "ease" through automoation...
Thursday Feb 02, 2017
Thursday Feb 02, 2017
In this week's episode Dr. Michelli, discusses integrating human and technology based service...
Thursday Jan 26, 2017
Thursday Jan 26, 2017
In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricity...
Monday Jan 23, 2017
Monday Jan 23, 2017
Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...
Thursday Jan 12, 2017
Thursday Jan 12, 2017
In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...
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.