Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Customer Experience - Understanding Emotional Economics

Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty and the overall equity of your brand...

You look like a curator…a key to adding customer experience value

Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing and thought leadership...

Customer Experience - Art or Science? The answer is YES!

This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.

Customer Experience Limbo - How low can it go?

Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business.  (BTW in response to your feedback - we have removed the intro and outro to The Michelli Experience podcasts.  From now on they will go right into Joseph and end with him - thanks for the input)

Giraffes are ESSENTIAL to your Customer Experience!

Service experience are more than just getting it right or making it right when you are wrong.  Dr. Michelli explores the extra effort exerted at businesses like The Ritz-Carlton Hotel Company….

There‘s More to Business than Money!

Often we can learn important lessons from the stumbles of others.  Enter Spirit Airlines...

A swing and a miss - wait, it‘s a home run?

Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence.  His insights draw from his recent book "The Zappos Experience - 5 Principles to Inspire, Engage, and WOW...

Asking for Complaints? Yes, No, Maybe?

Should you ask your customer for complaints?  Here's Dr. Michelli's advice on that complicated question….

Doing Right - pays!

Do you believe in business karma?  A recent Nielsen survey validates the notion that "you get what you give."

How to Choose a Customer Loyalty Metric (CSAT, NPS, CES)

Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be used in your business.