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

Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos

08 Feb 2024

Contributed by Lukas

In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5...

Silo Busting Your Way to Customer Loyalty and Referrals

01 Feb 2024

Contributed by Lukas

In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws fr...

Customer Care vs. Speed of Service: Finding the Right Balance

25 Jan 2024

Contributed by Lukas

In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the t...

Driving Customer Experience through Personalization

18 Jan 2024

Contributed by Lukas

In this episode, Dr. Joseph Michelli focuses on the critical role of personalization in customer engagement and loyalty. Drawing from Marissa Mayer’...

Starbucks - A Guide to Fostering Customer Connection

11 Jan 2024

Contributed by Lukas

In this episode, Dr. Joseph Michelli takes listeners on a journey through the transformative strategies of Starbucks. Drawing from his book Leading th...

The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips

04 Jan 2024

Contributed by Lukas

In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli p...

How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing

21 Dec 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli draws inspiration from the book "Unplug the Christmas Machine." He reflects on the transformation of his perspect...

Navigating the Holiday Rush with a Relationship-First Approach

14 Dec 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli explores the nuanced dynamics of customer relationships during the holiday season. He emphasizes that retail succ...

Customer Experience Excellence Hinges on Knowing Your Competencies

07 Dec 2023

Contributed by Lukas

In the latest installment of "Customer Experience University," Dr. Joseph Michelli navigates the intricate landscape of customer service strategy. He ...

Why Customers Leave: 5 Things To Ensure They Stay & Tell Friends

30 Nov 2023

Contributed by Lukas

In the current episode, Dr. Joseph Michelli addresses the essential challenge of cultivating customer loyalty in a market flooded with choices. He off...

Thankful Leadership - Why & How to Develop a Grateful Culture

22 Nov 2023

Contributed by Lukas

In this episode, Dr. Michelli focuses on the transformative power of gratitude in the business sphere. Joseph reflects on the foundational role of exp...

Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business

16 Nov 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli helps you navigate the intricate dance between AI and human service in the modern customer journey, This second e...

Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals

09 Nov 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli discusses the dynamic interplay between technology and human service in shaping customer experiences. In an era d...

Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

02 Nov 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli outlines the concept of "customer shadowing" – a method where business leaders observe how customers interact w...

Porter’s Five Forces and the Power of Customer Loyalty

26 Oct 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli shares Michael Porter's "Five Forces Analysis," reimagining it in the context of customer engagement and loyalty....

How to Wow - Simple Acts That Make A Difference

19 Oct 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli explores the distinction between "good" customer experiences and those that truly "wow" the recipient. Drawing fr...

Emotional Economics: Crafting Deeper Connections with Those You Serve

12 Oct 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions. Drawi...

A Guide to Memorable Customer Experiences: Forget Heroism - Focus on Thoughtful Collaboration

05 Oct 2023

Contributed by Lukas

In this episode," Dr. Joseph Michelli shares the story of "Joshie the Giraffe" at the Ritz-Carlton Amelia Island, illustrating the power of memorable ...

When It Comes To Customers, No Bad News Can Be Terrible News

28 Sep 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli navigates the nuanced topic of customer complaints and feedback. Delving into a recent consulting experience, he ...

Your Customer Is Satisfied - Are They a Coupon Away from Leaving?

21 Sep 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli explores the often-overlooked difference between customer satisfaction and true customer engagement. Drawing from...

Emotional & Cultural Value: Lessons from Inca Cola & Starbucks

14 Sep 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli shares a business case based on Inca Kola, a beverage that once dominated Coca-Cola in the Peruvian market. Origi...

Keeping Brand Promises - Delivering Experiences that Drive Referrals

07 Sep 2023

Contributed by Lukas

In this episode, Dr. Joseph Michelli delves into the heart of branding, emphasizing that it's not just about the visuals or catchy slogans. It's an in...

The Art of ”Otherness”: How Authentic Leadership Wins the Customer & Employee Vote

31 Aug 2023

Contributed by Lukas

Amid another divisive US election cycle, Dr. Joseph Michelli uses the rising political heat as a learning opportunity, guiding listeners on what not t...

Excellence in Operations: The Not-So-Secret Recipe for Repeat Business & Referrals

24 Aug 2023

Contributed by Lukas

In this podcast episode, Dr. Michelli suggests steps to drive operational excellence and enhance customer experiences. He advises businesses to identi...

Unleashing the Power of Customer-Centric Innovation

17 Aug 2023

Contributed by Lukas

In this episode, Dr. Michelli delineates his observations on innovation, identifying two primary drivers - 'technology push' and 'customer pull.' The ...

The Power of Metrics: Knowing Beyond Subjectivity

10 Aug 2023

Contributed by Lukas

This episode provides practical suggestions for quantifying business performance. Dr. Michelli encourages you to identify a critical question relevant...

Utilizing Neuromarketing to Enhance Customer Experiences: A Look into Martin Lindstrom’s Buyology

03 Aug 2023

Contributed by Lukas

In this episode, Dr. Michelli delves into the captivating world of neuromarketing, specifically focusing on Martin Lindstrom’s seminal book, "...

Why You Must Overcome Continuous Partial Attention & How to Do It!

27 Jul 2023

Contributed by Lukas

In this enlightening episode of "Customer Experience University," Dr. Joseph Michelli addresses a crucial but often overlooked challenge in the realm ...

The Art of Storytelling: A Powerful Catalyst in Customer Engagement

20 Jul 2023

Contributed by Lukas

In this helpful episode of "Customer Experience University," Dr. Joseph Michelli explores the transformative power of storytelling in enhancing custom...

Beyond Good Intentions - Keys to Executing for Customers

13 Jul 2023

Contributed by Lukas

In this thought-provoking episode of "Customer Experience University," Dr. Joseph Michelli delves into the crucial gap between well-intentioned custom...

Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum

29 Jun 2023

Contributed by Lukas

In this episode of "Customer Experience University," Dr. Joseph Michelli explores the timeless wisdom of P.T. Barnum, the world's first show business ...

Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management

22 Jun 2023

Contributed by Lukas

Welcome to this episode of "Customer Experience University" where Dr. Joseph Michelli explores the rising tide of conflict in customer service and way...

Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust

15 Jun 2023

Contributed by Lukas

Dr. Joseph Michelli examines the delicate balance of expanding your business offerings while maintaining the trust and loyalty of your consu...

Why All Business is Personal: Keys to Humanizing Business Success

08 Jun 2023

Contributed by Lukas

Dr. Michelli shares four insightful tips to ensure sustainable business success by 'keeping it personal'. This includes going beyo...

Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer

01 Jun 2023

Contributed by Lukas

In this episode, Dr. Michelli shares four tips for designing and delivering differentiated customer experiences, including creating emotional connecti...

Unforgettable Experiences: Poignant Lessons on Authentic Care

25 May 2023

Contributed by Lukas

In this week's podcast, Dr. Michelli highlights the Ritz-Carlton Hotel Company's commitment to outstanding customer service and unforgettable experien...

How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks

18 May 2023

Contributed by Lukas

In this episode, Dr. Michelli shares four tips for gaining a competitive advantage through brazen customer experience, based on his work with Starbuck...

Service Recovery: How to Apologize and Build Strong Customer Relationships

11 May 2023

Contributed by Lukas

In this episode, Dr. Michelli outlines the service recovery process he writes about in detail in his book titled The New Gold Standard: 5 Leadership P...

Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista

04 May 2023

Contributed by Lukas

In this episode, Dr. Michelli borrows from his two books about Starbucks (The Starbucks Experience and Leading the Starbucks Way) to share tips on per...

4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches

27 Apr 2023

Contributed by Lukas

In this episode, Dr. Michelli contrasts four business strategies and explores global factors related to the effectiveness of each.  He also offers a ...

The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty

20 Apr 2023

Contributed by Lukas

In this episode, Dr. Michelli looks at the role of gratitude in customer experience success.  He also explains how gratitude can and must go beyond w...

Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI

13 Apr 2023

Contributed by Lukas

In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans.  He also offers an approach for blen...

VUCA and YOU - How to Lead in Ambiguous Times

06 Apr 2023

Contributed by Lukas

This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In th...

VUCA and YOU - How to Lead in Complex Times

30 Mar 2023

Contributed by Lukas

This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, ...

VUCA and YOU - How to Lead in Uncertain Times

23 Mar 2023

Contributed by Lukas

Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for tamin...

What is VUCA & How do YOU Thrive in Volatile Times?

16 Mar 2023

Contributed by Lukas

Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and A...

Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend

09 Mar 2023

Contributed by Lukas

Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend. 

The ”Art”​ of pARTnership - How to Amplify Your Success

02 Mar 2023

Contributed by Lukas

Dr. Michelli provides three guidelines for evaluating partnership opportunities.  Emphasizing the importance of partnerships, he shares helpful ways ...

How to Be an Iconic Service Brand -Four Things You Must Master

23 Feb 2023

Contributed by Lukas

Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves a...

How to Profit from Employee and Customer Love - Staying on the Path Less Traveled

16 Feb 2023

Contributed by Lukas

Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love.  He also outlines key e...

Six Essentials to Actually Achieve Lasting Success

09 Feb 2023

Contributed by Lukas

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading succe...

How to Craft a Legacy - Taking Your Impact to the Next Level

02 Feb 2023

Contributed by Lukas

Integrating the perspective of various authors, Dr. Michelli champions the importance of crafting and posting a legacy statement.

How to Create WOW - Five Ingredients for Customer Delight

26 Jan 2023

Contributed by Lukas

Using research from the Verde Group, Dr. Michelli outlines five elements that contribute to customer delight. 

How to Actually Shock Customers - Give Them Authentic Attention

19 Jan 2023

Contributed by Lukas

Dr. Michelli explores the importance of providing "undivided attention" and Ritz-Carlton's Three Steps of Service to every customer interaction. 

Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward

12 Jan 2023

Contributed by Lukas

Leveraging insights from research on "learning agility," Dr. Michelli offers 9 dimensions to consider for organizational growth in 2023.

How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence

05 Jan 2023

Contributed by Lukas

Dr. Michelli demonstrates the current power of AI technology in response to an inquiry he made concerning 2023 customer experience trends. 

Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments

15 Dec 2022

Contributed by Lukas

Dr. Michelli offers several reminders for getting the most out of this holiday season.

Bitter to Loyal: How to Move Customers from Detractors Into Advocates

08 Dec 2022

Contributed by Lukas

In this episode, Dr. Michelli outlines research on the "service recovery paradox" and provides tips for relationship restoration and relationship enha...

You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever

01 Dec 2022

Contributed by Lukas

With inflation and market-tightening interest rates, customer experience (CX) is more important than ever.  Dr. Michelli offers four steps to deliver...

Appreciating Customers Every Day - The Importance of Authentic Thanks

24 Nov 2022

Contributed by Lukas

In the context of the US Thanksgiving Holiday, this episode expresses gratitude for your listenership and provides four tips for maximizing team membe...

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth

17 Nov 2022

Contributed by Lukas

Recent research shows many people and organizations are struggling to "bounce back" from crises and adversity.  In this episode, Dr. Michelli offers ...

Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service

10 Nov 2022

Contributed by Lukas

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

Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion

03 Nov 2022

Contributed by Lukas

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

Are You Winning Tomorrow? How to Really Create Lasting Customer Success

27 Oct 2022

Contributed by Lukas

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

Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty

20 Oct 2022

Contributed by Lukas

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

What Would your Customers Actually Say? Mustering Courage to Observe the Truth

13 Oct 2022

Contributed by Lukas

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

Join the Convenience Revolution - How to be Easier to do Business With

06 Oct 2022

Contributed by Lukas

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

PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success

29 Sep 2022

Contributed by Lukas

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

PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill

22 Sep 2022

Contributed by Lukas

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....

PODCAST: Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings

15 Sep 2022

Contributed by Lukas

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

PODCAST: Choose your Attitude, It’s Showtime - How to Actually Care for Every Customer

08 Sep 2022

Contributed by Lukas

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

PODCAST: How to Actually Show Gratitude - The Lost Art of Appreciation

01 Sep 2022

Contributed by Lukas

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

PODCAST: Why Send Customers Away - The Art of Building Trust and Loyalty

25 Aug 2022

Contributed by Lukas

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."

PODCAST: How to Crush Signature Moments - The Art of Subtly Delighting Customers

18 Aug 2022

Contributed by Lukas

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

PODCAST: How to Design Wow - An Approach to Satisfy and Delight

11 Aug 2022

Contributed by Lukas

Dr. Michelli explains how to use the Kano model to prioritize design features that remove dissatisfiers, increase satisfiers, and add delighters as yo...

PODCAST: Playing to Win: How to Think & Act Like Zappos

05 Aug 2022

Contributed by Lukas

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

PODCAST: Being the Ritz Carlton of Your Industry: How to Deliver Delight

28 Jul 2022

Contributed by Lukas

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

PODCAST: Are You Catching the Big Fish? Colorful Ways to Delight Every Customer

21 Jul 2022

Contributed by Lukas

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

PODCAST: One of the Most Asked Questions: How Customer Experience Leaders Really Win

14 Jul 2022

Contributed by Lukas

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

PODCAST: Behavior vs. Score - How to Track What Actually Matters

07 Jul 2022

Contributed by Lukas

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

PODCAST: There’s More to Service - 5 Ways to Help and Care

30 Jun 2022

Contributed by Lukas

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

PODCAST: Customer Psychology - How to Enhance Experiences and Boost Sales

23 Jun 2022

Contributed by Lukas

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

PODCAST: Do You Want People to Repurchase? Become a Confidence Building Business

16 Jun 2022

Contributed by Lukas

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

PODCAST: Ten Ways to Keep Employees - Fundamentals for Robust Engagement

02 Jun 2022

Contributed by Lukas

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

PODCAST: Know Your Customers - How to Seize Opportunities and Engage Loyalty

26 May 2022

Contributed by Lukas

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

PODCAST: How to Actually Win Customers - Move Astonishingly and Brazenly Fast

19 May 2022

Contributed by Lukas

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

PODCAST - Cut the Clutter: How to Create Customer Delight By Making Less More

12 May 2022

Contributed by Lukas

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

PODCAST - Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value

05 May 2022

Contributed by Lukas

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

PODCAST: Winning the Customer Experience - How to Drive Customer Loyalty and Referrals

28 Apr 2022

Contributed by Lukas

Dr. Michelli 4 drivers of customer experience excellence.

PODCAST: Top of Heart Not Top of Head? Sparking Delight Across Every Customer Experience

21 Apr 2022

Contributed by Lukas

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

PODCAST: Customer Satisfaction vs Delight? Make the Choice for Business Survival

14 Apr 2022

Contributed by Lukas

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

PODCAST: Amping up Delight - How to Actually Maximize Customer Pleasure

07 Apr 2022

Contributed by Lukas

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

PODCAST: Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience

31 Mar 2022

Contributed by Lukas

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

PODCAST: Stick the Landing - How to Use the Peak End Theory to Amaze Customers

24 Mar 2022

Contributed by Lukas

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

PODCAST - Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions

17 Mar 2022

Contributed by Lukas

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

PODCAST - Moments of Truth: How to Master What Actually Matters to Customers

15 Mar 2022

Contributed by Lukas

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

PODCAST - So You Want to Measure Customer Effort - 3 Things You Must Know

03 Mar 2022

Contributed by Lukas

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

PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort

24 Feb 2022

Contributed by Lukas

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

What’s Love Got to Do with It? - How to Conquer Customers’ Hearts

17 Feb 2022

Contributed by Lukas

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

Customer Experiences Beset with Bows - How to Celebrate and Delight Every Time

10 Feb 2022

Contributed by Lukas

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