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
Wednesday Sep 08, 2010
Wednesday Sep 08, 2010
Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.
Sunday Aug 29, 2010
Sunday Aug 29, 2010
Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.
Thursday Aug 19, 2010
Thursday Aug 19, 2010
Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to elevate the timeliness of your service.
Wednesday Aug 11, 2010
Wednesday Aug 11, 2010
In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those preferences in your business.
Friday Jul 09, 2010
Friday Jul 09, 2010
Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.
Friday Jun 25, 2010
Friday Jun 25, 2010
Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.
Wednesday Jun 16, 2010
Wednesday Jun 16, 2010
Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title "The Zappos Experience."
Wednesday May 26, 2010
Wednesday May 26, 2010
Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.
Wednesday May 19, 2010
Wednesday May 19, 2010
Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.
Friday May 14, 2010
Friday May 14, 2010
Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites you to win a $20 Starbucks gift card by guessing the company he will feature in his 2011 book!
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.