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
Tuesday Oct 29, 2013
Tuesday Oct 29, 2013
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mobilize the connection."
Thursday Oct 10, 2013
Thursday Oct 10, 2013
Sharing frrom his new book Leading the Starbucks Way, Dr. Michelli helps you find opportunities to embed your products and services more deeply into your customer's lifestyle....
Sunday Sep 29, 2013
Sunday Sep 29, 2013
This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribery....
Monday Aug 26, 2013
Monday Aug 26, 2013
Borrowing from concepts in his book Leading the Starbucks Way, Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of customer relationships....
Friday Aug 16, 2013
Friday Aug 16, 2013
Dr. Michelli shares how Starbucks leaders seek to deliver the differentiators that separate them from the innovators.
Friday Aug 02, 2013
Friday Aug 02, 2013
This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...
Friday Jul 26, 2013
Friday Jul 26, 2013
Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon, Barnes and Noble, and CEO Read. You can request a preview by clicking this link and typing "Exclusive" in the Subject Title.
Thursday Jul 18, 2013
Thursday Jul 18, 2013
In this week's podcast Dr. Michelli discusses the challenges of consistently approaching tasks across the scope of your business. While acknowledging shortcomings at The Michelli Experience, he also encourages you to look for consistency opportunities in yours...
Friday Feb 22, 2013
Friday Jan 11, 2013
Friday Jan 11, 2013
Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.
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.