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 Jul 01, 2009
Wednesday Jul 01, 2009
What's your USP and what does it have to do with driving sales in this economy? Dr. Michelli helps you answer those questions in this weeks podcast.
Monday Jun 22, 2009
Monday Jun 22, 2009
Dr. Michelli examines an important index for understanding existing customer behavior and spend patterns. He places this number in the context of customer retention and customer acquistion costs.
Thursday Jun 11, 2009
Thursday Jun 11, 2009
What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.
Friday Jun 05, 2009
Friday Jun 05, 2009
Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.
Friday May 29, 2009
Friday May 29, 2009
Dr. Michelli examines an important business strategy for difficult economic times.
Wednesday May 20, 2009
Wednesday May 20, 2009
Dr. Michelli expands on several of his Twitter posts (www.twitter.com/josephmichelli) which examine how some companies are improving customer service in these difficult economic times. He further challenges listeners to strategically reposition service to drive economic success.
Thursday May 14, 2009
Thursday May 14, 2009
Dr Michelli discusses the place for both virtual and true human service in this week's podcast about Alaska Airlines' Jenn. Further, he encourages and explorations on what can be learned from technological approaches to humanizing service.
Tuesday Jul 22, 2008
Tuesday Jul 22, 2008
Listen to an interview with Dr. Michelli about The New Gold Standard entitled Leadership Secrets of the Ritz-Carlton as presented on the Useful Commute Podcast at BNET.com.
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.