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

Dr. Michelli offers effective insights on creating a lasting leadership legacy and expanding your enduring sphere of influence.

Dr. Michelli offers insights on how to authentically forge consumer relationships and strategically position your marketing message,

Can a customer experience be too enriched?  Dr. Michelli tackles that question and helps you look at that very issue in your business.

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.

Dr. Michelli offers a tool for assessing how to authentically present your products and services as being different from the competition.

Dr. Michelli help you explore how to examine and reposition your customer experience to maintain consumer relevance.

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.

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.

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.

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.

What is the world coming to? Dr. Michelli addresses challenges to privacy and customer-centric service posed by emerging technologies and aggressive marketing.

Dr. Michelli emphasizes customer experience excellence through the "three steps of service" and "it's not about you" concepts.

Dr. Michelli examines an important business strategy for difficult economic times.

Dr. Michelli expands on several of his Twitter posts ( www.twitter.com/josephmichelli )  which examine how some companies are improving customer service in these difficult economic times.  He further challenges listeners to strategically reposition service to drive economic success.

Dr Michelli discusses the place for both virtual and true human service in this week's podcast about Alaska Airlines' Jenn.  Further, he encourages and explorations on what can be learned from technological approaches to humanizing service.

Listen to an interview with Dr. Michelli about The New Gold Standard entitled Leadership Secrets of the Ritz-Carlton as presented on the Useful Commute Podcast at BNET.com.