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

Often leaders overcomplicate and clutter the customer experience.  In this episode, Dr. Michelli offers a process for streamlining your customers' journey.

Dr. Michelli offers a simplified look at customer experience excellence through the lens of value creation and effective value exchange.

Dr. Michelli 4 drivers of customer experience excellence.

Dr. Michelli explores the distinction between Top of Mind Awareness (TOMA) and Top of Heart Engagement (TOHE).

Dr. Michelli shares the economic benefits of settings goals for customer delight.

Dr. Michelli discusses how to enhance customer pleasure or delight by sparking customer discovery, sensation, fantasy, or camaraderie.

Dr. Michelli outlines 12 forms of pleasure or delight you can design into your customer and team member experiences.

In this episode, Dr. Michelli offers 6 tips for leveraging the peak-end rule to your advantage.

In this installment, Dr. Michelli offers 5 tips for helping customers navigate transitions along their journey with you and your business.

In this week's podcast, Dr. Michelli defines Moments that Matter Most and how the concept applies to driving belonging.

In this week's podcast, Dr. Michelli explores when to measure customer effort and the difference between "active" and "passive" effort.

Are you measuring customer effort?  In this week's podcast, Dr. Joseph Michelli explores the "why" and "how" of assessing customer effort.

In this week’s blog, Dr. Michelli discusses the role of love in business and why you should seek to conquer customers' hearts.

In this week’s blog, Dr. Michelli discusses ways to heighten anticipation and the sensory experiences of your customers. 

In this week's podcast, Dr. Michelli explores the top 5 reasons customers complain about service and what you can do to head them off.

In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.

In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful customer incentive program.

This week Joseph explores a concept he refers to as ROE or Return On Experience.  He also offers a few research findings to help you see the “pot of gold” at the end of the tireless journey to Customer Experience (CX) excellence.

This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way."  In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver cu...

This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book,  Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,  I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by leaders was to fuel process and technological ch...

This is the third in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of the target areas pursued by these leaders was to ensure every employee at every...

This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; pa...

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catap...

This is the final post in a 5-post series about my book Leading the Starbucks Way: 5 Principles to Connect with Your Customers, Your Products, and Your People. In the context of Cherish and Challenge Your Legacy, I asked, then CEO of Starbucks, Howard Schultz what he wanted his legacy to be. He responded, “I want to build a lasting brand that elevates lives one cup at a time.” Upon his retirement...

Dr. Michelli discusses five things customer service professionals should always say...