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

podcast

New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-...

Business 651 recordings 2008 → today Every two weeks updated 2 days ago
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When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won contributed by Lukas · 2 days ago
Design the Job, Not Just the Tool contributed by Lukas · 9 days ago
Trust Is the Real Currency contributed by Lukas · 16 days ago
From Customers to Advocates contributed by Lukas · 23 days ago
Seen, Not Tracked contributed by Lukas · Aug 21
The Standard That Outlived Every Gadget contributed by Lukas · Aug 14
The Smoke Detector and the Spy contributed by Lukas · Aug 7
Your Managers Are the Algorithm contributed by Lukas · Jul 31
The Handoff Problem contributed by Lukas · Jul 24
The Referral Engine contributed by Lukas · Jul 17
Personalization Isn’t Loyalty contributed by Lukas · Jul 10
Leading Through AI Anxiety contributed by Lukas · Jul 3
The Empathy Gap contributed by Lukas · Jun 26
The Crisis of Automated Errors contributed by Lukas · Jun 18
Meaning is Your Only Protection contributed by Lukas · Jun 11
Maintaining a Human-Centered Soul contributed by Lukas · Jun 4
Leading From the Trenches contributed by Lukas · May 28
The Biological Edge contributed by Lukas · May 21
The Experience Gap Myth contributed by Lukas · May 14
The Hidden Cost of Friction contributed by Lukas · May 7
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New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop prese...

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