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

How do you strike the right balance between self-service and assisted service?  In this episode, Dr.  Michelli offers five tips for creating service options that drive customer retention.

Dr. Michelli looks at why you should and how you can maintain a focus on customer relationships as opposed to transactions. 

In this installment, Dr. Michelli defines three key customer care terms and analyzes how these concepts guide strategy, experience design, and training. 

Borrowing a page from the book The Fred Factor, Dr. Michelli offers four tips for driving service professionalism with passion.

Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.

Starbucks has shifted its experience focus from "community" to "convenience."   Dr. Michelli offers six steps for making a similar shift.

In this installment, Dr. Michelli applies five "momisms" to guide your customer experience journey.  It turns out your mother was right!

What does Emotional Intelligence (EI) have to do with Customer Experience (CX)?  Moreover, how can you enhance both EI and CX?  In this episode, Dr. Michelli answers both questions and provides five actionable tips for achieving both EI and CX.

Customer service breakdowns are opportunities for learning.  Dr. Michelli provides insights on how to capture service lapses and turn them into service breakthroughs. 

Dr. Michelli provides insights on 5 elements of attitude which are central to customer experience success. 

Have you created a culture of gratitude?  Dr.  Michelli looks at the role gratitude plays in customer engagement and the actions needed to ensure authentic customer appreciation. 

When is it a good idea to send a customer to a competitor?  Dr.  Michelli offers guidance on when and how to "send customers away."

Dr. Michelli offers a definition for "signature moments" and provides tips on how to create distinction during a key customer touchpoint.

Dr. Michelli explains how to use the Kano model to prioritize design features that remove dissatisfiers, increase satisfiers, and add delighters as you create a new product or experience. 

What's so great about the customer experience at Zappos?  What can you learn from the quirky company?  Dr. Michelli offers five powerful human experience lessons.

Dr. Michelli looks at 5 lessons from The Ritz-Carlton Hotel Company that can help you elevate your customer experience.

Dr. Michelli takes you to Seattle, Washington, and the Pike Place Fish Market where he offers three lessons for engaging team members and customers. 

Dr. Michelli outlines 5 commonalities of "best-in-class" customer experience (CX) and encourages you to compare yourself against them. 

Are tracking customer input that leads to behavioral improvement?  Dr. Michelli outlines key sources of customer feedback and how to leverage them for customer experience success.

Service is more than "doing for" others.  Dr. Michelli helps you expand your service experience delivery by focusing on 5 Ways to Serve.

Dr. Michelli outlines 5 psychological factors that drive customer experiences AND purchases.

Dr. Michelli provides 5 steps to driving value enhancement and customer confidence (precursors to repeat business). 

This week, Dr. Michelli offers 10 practical ways to retain team members and asks you to share your best practices.

This week Dr. Michelli gives you a hypothetical customer experience scenario and helps you analyze the factors needed to chart an effective course of action. 

Dr. Michelli defines and offers four tips for achieving service velocity.