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
Sunday May 13, 2012
Sunday May 13, 2012
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….
Friday May 04, 2012
Friday May 04, 2012
Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...
Friday Apr 27, 2012
Friday Apr 27, 2012
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...
Wednesday Apr 18, 2012
Wednesday Apr 18, 2012
Should you ask your customer for complaints? Here's Dr. Michelli's advice on that complicated question….
Sunday Apr 15, 2012
Sunday Apr 15, 2012
Do you believe in business karma? A recent Nielsen survey validates the notion that "you get what you give."
Thursday Oct 07, 2010
Thursday Oct 07, 2010
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.
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.
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.