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
Friday Aug 28, 2009
Friday Aug 28, 2009
Can a customer experience be too enriched? Dr. Michelli tackles that question and helps you look at that very issue in your business.
Thursday Aug 20, 2009
Thursday Aug 20, 2009
Dr. Michelli discusses a fairly arbitrary distinction between customers and employees which is maintained by many business leaders. He challenges the conventional wisdom of that distinction.
Thursday Aug 06, 2009
Thursday Aug 06, 2009
Dr. Michelli offers a tool for assessing how to authentically present your products and services as being different from the competition.
Friday Jul 24, 2009
Friday Jul 24, 2009
Dr. Michelli help you explore how to examine and reposition your customer experience to maintain consumer relevance.
Thursday Jul 16, 2009
Thursday Jul 16, 2009
Dr. Michelli offers a synopsis of the Verde Group's results on what creates "wow" experiences for customers. He encourages you to elevate aspects highlighted in that study.
Wednesday Jul 08, 2009
Wednesday Jul 08, 2009
Dr. Michelli helps you look ahead to the consumer in the year 2020, thanks to the work of Doug Anderson the Senior Vice President of Research and Development for The Nielsen Company.
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.
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.