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

Monday Aug 29, 2016

Technology: A Blessing & A Curse to Customer Experience Delivery

Monday Aug 29, 2016

Dr. Michelli, discusses wisdom and foolishness as it pertains to technology advances in customer experience delivery...

Thursday Aug 18, 2016

Which Should Come First? The Employee or the Customer?

Thursday Aug 18, 2016

In this week's episode, Dr. Michelli, discusses the importance of interpersonal engagement...

Thursday Aug 11, 2016

Customers Aren’t Always Right: Courageous Leaders Need to Be

Thursday Aug 11, 2016

This week, Dr. Michelli, talks about customers not always being right and when they should become former customers...

Thursday Aug 04, 2016

Beating the Giant: It’s as Simple as Artisanship

Thursday Aug 04, 2016

Dr. Michelli discusses taking the time to get to know unmet customer needs so you can craft solutions to serve targeted customer segments...

Thursday Jul 28, 2016

Make the Experience Faster and More Personal

Thursday Jul 28, 2016

Dr. Michelli, discusses recent changes at Starbucks and how to have authentic personal emotional connection...

Thursday Jul 21, 2016

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Thursday Jul 21, 2016

In this week's episode, Dr. Michelli, discusses how to create craveabilty in your business...

Thursday Jul 14, 2016

Show Me the Money: The Why of Customer Experience Excellence

Thursday Jul 14, 2016

Dr. Michelli, discusses research supporting an investment in programs designed to improve the engagement and loyalty of your customers...

Thursday Jul 07, 2016

Brand Independence Day: Staying in the Black from One of the Men in Black

Thursday Jul 07, 2016

In this week's episode, Dr. Michelli, discusses branding lessons learned from Will Smith...

Thursday Jun 30, 2016

Personal Brand Vetting – THEY are Listening

Thursday Jun 30, 2016

In this week's episode, Dr. Michelli, discusses personal brand vetting...

Thursday Jun 23, 2016

Don’t Invent – Innovate: The Art of Resolving Human Need

Thursday Jun 23, 2016

In this week's episode, Dr. Michelli, innovation at its best...

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.