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

When the Customer Experience Goes Awry [Differentiation Through Service Recovery] 09.05.2019 5:13 ↓

In this week's episode, Dr. Michelli discusses how to differentiate your customer experience through gracious service recovery. 

For the Love of Mike (and all the others you serve) – Close the Loop! 02.05.2019 3:54 ↓

Dr. Michelli discusses the importance of closed-loop communication...

Rolling through the Highs and Lows | Where will your Customers Land? 25.04.2019 4:52 ↓

In this week's episode, Dr. Michelli discusses two extraordinary customer experiences both lastingly memorable. The first brings a smile upon recollection, the other not so much!

5 Things Not To Do in Your Journey to Customer Experience Excellence 18.04.2019 4:16 ↓

Dr. Michelli discusses a technology provider who gave him a front-row seat into five lessons on things NOT TO DO in pursuit of customer experience excellence.

Your Customer Journey Map is Probably Not Enough 11.04.2019 3:12 ↓

In this week's episode, Dr. Michelli discusses why customer journey mapping is a tremendous and powerful step in the right direction – but it is not the FINAL step.

No Collusion, No Obstruction, No Hoax – Just Vital Info on How to Write a Compelling Story Hook 28.03.2019 4:32 ↓

In this week's episode, Dr. Michelli discusses the importance of a brand story hook...

Sharing your brand stories differently 21.03.2019 4:17 ↓

Dr. Michelli discusses how stories are a form of customer currency...

Do not Forget to Sprinkle Emotion on Top of Branded Storytelling 14.03.2019 3:42 ↓

This week Dr. Michelli explores the importance of telling stories with “emotions that pull for action" because of an outstanding example that recently surfaced on Twitter.

Say Yes to a Dress | Developing Characters in Branded Storytelling 07.03.2019 5:01 ↓

In this week's episode, Dr. Michelli discusses how Southwest Airline said: “Yes to a dress"...

It Takes a Brand to Deliver a Branded Customer Experience – What are they saying about you? 28.02.2019 4:33 ↓

In this week's episode, Dr. Michelli discusses the five brand components of successful companies...

Customer Experience Wisdom from a 96-year-old Business Legend 21.02.2019 4:18 ↓

In this week's episode, Dr. Michelli discusses the storied Dooky Chase Restaurant in New Orleans and it's owner and head chef, 96-year-old Leah Chase.

5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience 07.02.2019 5:08 ↓

Dr. Michelli discusses a few of the visual storytelling offerings from the big game to see what we can learn from these efforts.

Old Things That Endure: Testing and Learning for Customer Experience Excellence 31.01.2019 4:03 ↓

In this week's episode, Dr. Michelli discusses elements of customer experience improvement which have transcended place and time.

How to drive your brand voice through your customer experience 24.01.2019 4:46 ↓

In this week's episode, Dr. Michelli discusses how to assess your brand voice for optimal customer experience...

A Blast from the Past: The 3 Ps of Customer Experience Excellence 17.01.2019 3:47 ↓

Dr. Michelli discusses predictions Walker research group made back in 2013 about the future of customer experience by 2020...

How Did You Do That? | Making Magic for Customers in 2019 10.01.2019 3:34 ↓

In this week's episode, Dr. Michelli discusses how businesses can deliver magical experiences for their customers...

Quickly Before the Year Ends – Deliver Convenience 20.12.2018 2:26 ↓

In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...

When Customers Aren’t Jolly 13.12.2018 4:13 ↓

Dr. Michelli discusses seven tips for managing customer complaints and stress this holiday season...

7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead? 28.11.2018 3:16 ↓

In this week's episode, Dr. Michelli discusses online retails during cyber week in the United States...

Two Magic Words - Human Experience Requires Gratitude 20.11.2018 2:41 ↓

In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers... 

Catching People Doing What’s Right Along the Customer Experience Journey 15.11.2018 3:22 ↓

Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...

Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling 08.11.2018 4:20 ↓

In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling. 

The Secret Sauce to Customer Experience is a Blend of Four Ingredients 02.11.2018 4:15 ↓

In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...

Customer Experience Research and Life Long Learning 25.10.2018 4:09 ↓

In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...

Up, Up, and Away - Getting Lift with Wearables and IoT 11.10.2018 3:32 ↓

In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...