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

Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service delivery

Dr. Michelli outlines three key elements for delivering value to your customers.

Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast.  In so doing, he helps you see the role of client engagement in defending against threats and creating business opportunities.

Do you have an interest in Pinterest?  Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your customers…..

What do gummy worms have to do with elevating customer experience?  Listen to this week's podcast and find out!

Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.

This week Dr. Michelli defines gamification and gives an example of its powerful applicability….

Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants.  In addition to learning lessons from the example, Dr. Michelli encourages you to share your WOW stories….

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...

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...

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

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)

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….

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

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...

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

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

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.

Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.

Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the offering.

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.

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.

Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.

Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.

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."