Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix
03 Feb 2022
Contributed by Lukas
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.
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
27 Jan 2022
Contributed by Lukas
In this episode, Joseph discusses ways to turn complaints into loyalty-building customer experiences.
Do Rewards Programs Produce Loyalty
20 Jan 2022
Contributed by Lukas
In this week's podcast, Joseph discusses distinctions between customer loyalty and a rewards program and offers tips for building a successful custome...
Return on Experience - The Pot of Gold at the End of the CX
13 Jan 2022
Contributed by Lukas
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 o...
Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way
06 Jan 2022
Contributed by Lukas
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 Custome...
Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way
23 Dec 2021
Contributed by Lukas
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 Cu...
Training for Delight | How to Drive Delight the Mercedes-Benz Way
16 Dec 2021
Contributed by Lukas
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 Cus...
Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
09 Dec 2021
Contributed by Lukas
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 Cu...
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
02 Dec 2021
Contributed by Lukas
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. Thi...
Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
18 Nov 2021
Contributed by Lukas
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 Y...
5 Things Service Professionals Should ALWAYS Say…
16 Nov 2021
Contributed by Lukas
Dr. Michelli discusses five things customer service professionals should always say...
Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
11 Nov 2021
Contributed by Lukas
This is the fourth in a 5-part series and we're continuing on through the business concepts in my book Leading the Starbucks Way: 5 Principles to Co...
Reach for Common Ground | How to Deliver World-Class Customer Experiences –Leading the Starbucks Way
04 Nov 2021
Contributed by Lukas
This is the third in a 5-post series, How to Deliver World-Class Customer Experiences – Leading the Starbucks Way, as we continue through the busi...
Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
28 Oct 2021
Contributed by Lukas
This is the second in a 5-post series, “How to Deliver World-Class Customer Experiences – Leading the Starbucks Way." In this installment, we con...
Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
21 Oct 2021
Contributed by Lukas
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. T...
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
14 Oct 2021
Contributed by Lukas
This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key...
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
07 Oct 2021
Contributed by Lukas
This is the fourth in a 5-post series titled "Customer Experience Excellence – The Airbnb Way." This week we continue to journey through key conc...
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
30 Sep 2021
Contributed by Lukas
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our b...
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
23 Sep 2021
Contributed by Lukas
This is the second in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our expl...
Create Belonging | Customer Experience Excellence – The Airbnb Way
16 Sep 2021
Contributed by Lukas
This is the first in a 5-part series. In late 2019 I released a book about Airbnb’s meteoric rise. It was titled The Airbnb Way - 5 Leadership L...
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
02 Sep 2021
Contributed by Lukas
This is the final post in a series titled "Customer Experience IS Team Member Experience." Given the current challenges of attracting and retainin...
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
26 Aug 2021
Contributed by Lukas
This is the fifth post in a series titled "Customer Experience IS Team Member Experience." As this post's name implies, there are many best practi...
What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience
19 Aug 2021
Contributed by Lukas
This is the fourth in a series titled "Customer Experience IS Team Member Experience." Generally, the benefits of a highly engaged workforce fal...
How do you know if they are engaged? | Customer Experience IS Team Member Experience
12 Aug 2021
Contributed by Lukas
This is the third in a series titled "Customer Experience IS Team Member Experience." As promised, this week we will look at how to best measure a...
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
05 Aug 2021
Contributed by Lukas
I’ve spent considerable time talking about adaptivity and learning resilience. As such, I’m intrigued by the role of "vigor" and “absorptio...
What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience
29 Jul 2021
Contributed by Lukas
This is the first post in a series titled "Customer Experience IS Team Member Experience." As much as I am a people person, I worry that some human-...
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
22 Jul 2021
Contributed by Lukas
Previously, I've unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely: Flexibility S...
Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success
15 Jul 2021
Contributed by Lukas
Risk can come in the form of stretch opportunities or interpersonal sharing. In all cases, we need to proactively leave our comfort zones to grow and ...
How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success
01 Jul 2021
Contributed by Lukas
Professor Burke is an organizational psychologist who began studying the characteristics of high potential individuals and high-performance teams. In ...
Why Customer Experience Equals Open Mindset
24 Jun 2021
Contributed by Lukas
Dr. Dweck is a Stanford University professor of personality, social, and developmental psychology. Her work looks at how beliefs shape individual diff...
Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
17 Jun 2021
Contributed by Lukas
Given the complexity of business, specialization is a natural and powerful force. Often in larger organizations, the research and development departme...
Embrace Ambiguity, Failure, and Fun | Mindset & Agility – The Rocket Fuel for Customer Experience Success
10 Jun 2021
Contributed by Lukas
In A Whack on the Side of the Head, Roger suggests that clarity is essential for communication but can be limiting when it comes to ideation. In essen...
There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success
03 Jun 2021
Contributed by Lukas
In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How...
World-Class CX Leaders | Storytelling – It‘s Worth its Weight in Gold…and Diamonds
27 May 2021
Contributed by Lukas
Recently, I have been asked to highlight companies that demonstrate breakthrough (CX) customer experience innovation. So, before I launch into another...
Deliver 5 Levels of Value | Team Member and Customer Experience Value
20 May 2021
Contributed by Lukas
Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In th...
Find the Value in the Data | Team Member and Customer Experience Value
13 May 2021
Contributed by Lukas
his is the sixth and final post in a series titled "Team Member and Customer Experience Value." In my recently released book Stronger Through Adversi...
It’s Not What You Value | Team Member and Customer Experience Value
06 May 2021
Contributed by Lukas
I believe that even greater customer value comes from moving from services to experiences (rather than from products to services). I also believe phys...
Think Efficiency and Effectiveness | Team Member and Customer Experience Value
29 Apr 2021
Contributed by Lukas
Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valu...
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
22 Apr 2021
Contributed by Lukas
For the sake of example, let’s assume you purchased a beverage and you pay full price for it. Let’s further assume you received half as much of th...
What‘s Value Got to Do With It | Team Member and Customer Experience Value
15 Apr 2021
Contributed by Lukas
How do you create value for team members and customers? In Stronger Through Adversity, Amir Dan Rubin, Chair and CEO of One Medical, discussed how he ...
Make it Simpler & Less Cluttered
08 Apr 2021
Contributed by Lukas
According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and d...
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
01 Apr 2021
Contributed by Lukas
Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for auto...
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
25 Mar 2021
Contributed by Lukas
"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor...
Deliver Memorable Internal and External Customer Experiences in a Pandemic & Post-Pandemic World
18 Mar 2021
Contributed by Lukas
Brian Solis observed, "Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster th...
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
11 Mar 2021
Contributed by Lukas
Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at ...
The Gifts of the Pandemic | Stronger Through Customer Experience Elevation
04 Mar 2021
Contributed by Lukas
"My humanity is bound up in yours, for we can only be human together." Those are the words of civil rights leader Desmond Tutu. This is the final post...
The Gifts of the Pandemic | Stronger Through Gratitude
25 Feb 2021
Contributed by Lukas
It’s easy to remember a time when someone failed to acknowledge our contribution. However, it’s almost impossible to know how often people walked ...
The Gifts of the Pandemic | Stronger Through Purpose
18 Feb 2021
Contributed by Lukas
The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding a...
The Gifts of the Pandemic | Stronger Through Adaptivity
11 Feb 2021
Contributed by Lukas
This is the fourth post in my series titled The Gifts of the Pandemic. So far in this series, we've looked at pandemic gifts or teachable moments that...
The Gifts of the Pandemic | Stronger Through Empathy
04 Feb 2021
Contributed by Lukas
For me, empathy is best exemplified by neuroscientific research, which shows when we observe the pain of others, it activates the same neural pathways...
The Gifts of the Pandemic | Stronger Through Humility & Vulnerability
28 Jan 2021
Contributed by Lukas
Let’s face it, most of us care a lot about what others think of us (especially if we are leaders in business, community, or family). We project “t...
The Gifts of the Pandemic | Stronger Through Learning
21 Jan 2021
Contributed by Lukas
Here's a question for you, if you could, would you go back to the way it was before COVID-19? Let's imagine you could flip a switch that would re-inst...
Three Ways to Lead with Light
14 Jan 2021
Contributed by Lukas
In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” Quite frankly these days I...
Happy New Year!
07 Jan 2021
Contributed by Lukas
Whew 2020 is over! On behalf of our team, I wish you a safe and prosperous 2021. Next week I will resume our video series Stronger Through Adversity, ...
Stronger Through Adversity Spotlight on David Hudson
31 Dec 2020
Contributed by Lukas
Throughout December, I’ve been sharing a few excerpts from Stronger Through Adversity to provide stories and lessons on resilience and hope. I had l...
Merry Christmas
24 Dec 2020
Contributed by Lukas
Wishing you and yours a Merry Christmas. I told my family that the only “gift” I wanted this year is a safe way for us to be physically together i...
Stronger Through Adversity Spotlight on Johnny Yokoyama
10 Dec 2020
Contributed by Lukas
My new book, Stronger Through Adversity features 140 plus leaders like the CEOs and Presidents of Target, Verizon, Microsoft, Marriott, and Mercedes-B...
Stronger Through Adversity | Bring Yourself to Work
03 Dec 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Happy Thanksgiving
26 Nov 2020
Contributed by Lukas
I wanted to interrupt my series Stronger through Adversity to simply say Happy Thanksgiving. For those of you across the US, I suspect, if you are lik...
Stronger Through Adversity | Choose Words Wisely
19 Nov 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Speak Truthfully
12 Nov 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Seek Carefully
05 Nov 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Formally Listen Beyond the Words
29 Oct 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Informally Listen Beyond the Words
22 Oct 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Set Safety Supreme
15 Oct 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Practice Employee Obsession
08 Oct 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Leave the Island
01 Oct 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Follow the Terrain
24 Sep 2020
Contributed by Lukas
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I've had with more th...
Stronger Through Adversity | Put Your Mask On First
17 Sep 2020
Contributed by Lukas
Thank you for joining me for this series titled "Stronger Through Adversity." This series highlights key takeaways from my upcoming book of the same ...
Stronger Through Adversity | Born from Conversation
10 Sep 2020
Contributed by Lukas
I pitched and had the concept for Stronger Through Adversity accepted by the publication board at McGraw-Hill. In the next two months, I engaged in ov...
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
03 Sep 2020
Contributed by Lukas
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your cu...
Make it Technology-Aided and Human-Powered: Map the Hybrid Journey
27 Aug 2020
Contributed by Lukas
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position you...
Make it Technology-Aided and Human-Powered: Compassion in Action
20 Aug 2020
Contributed by Lukas
Thank you for joining me for the second installment in the series "Make it Technology-Aided and Human-Powered." This series provides tools to help yo...
Make it Technology-Aided and Human-Powered: Be Compassionate
13 Aug 2020
Contributed by Lukas
Thank you for joining me for this new series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position...
Better Than Normal - The Entrepreneurial New Days
06 Aug 2020
Contributed by Lukas
Have you ever wanted to have a business do-over? In golf, we call it a mulligan. It's when you are forgiven your first shot and allowed to take anothe...
Better Than Normal | The Listening New Days
30 Jul 2020
Contributed by Lukas
For me, the "old normal" world of business was too often like going to a chamber of commerce or networking event where everybody was selling, and no o...
Better Than Normal | The Empathic New Days
23 Jul 2020
Contributed by Lukas
I used to use the word empathetic until a researcher in the field corrected me. She said, "'Empathetic is wrong and empathic is correct." She added, "...
Better Than Normal - The Vulnerable New Days
16 Jul 2020
Contributed by Lukas
I love thinking I'm invincible - look at me who'd want to go toe-to-toe with me? Then again, when I look a little more closely I realize I'm not all t...
Better Than Normal | The Purposeful New Days
09 Jul 2020
Contributed by Lukas
This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help...
Better Than Normal – The Good New Days
02 Jul 2020
Contributed by Lukas
This is the first installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help ...
It’s Emotional – Finding Comfort in Uncertainty
25 Jun 2020
Contributed by Lukas
I suspect you may be at least a little like me. I like spontaneity, but only on my terms. I’m a fan of agendas, plans, and being confident that my p...
It’s Emotional – Now is the Time to Design
18 Jun 2020
Contributed by Lukas
Let’s face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnigh...
It’s Emotional – Flip the Feeling
11 Jun 2020
Contributed by Lukas
I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologis...
It’s Emotional – Listen to the Feelings Behind the Words
28 May 2020
Contributed by Lukas
Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the...
It’s Emotional – Honor the Fear
20 May 2020
Contributed by Lukas
This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This se...
It’s Emotional – Focus on the Hole
15 May 2020
Contributed by Lukas
This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is...
Break the Glass – The ABCs of Customer Experience During COVID-19
07 May 2020
Contributed by Lukas
This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in...
Break the Glass – Be Surprisingly Kind
30 Apr 2020
Contributed by Lukas
This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time ...
Break the Glass – Set Expectations
23 Apr 2020
Contributed by Lukas
Thanks for joining me for the third installment in my series titled Break the Glass, where we’re looking at ways to take constructive action in th...
Break the Glass – Anticipate
16 Apr 2020
Contributed by Lukas
Last week we talked about the first of four categories of constructive behaviors that this series will cover, namely listening to the needs and pain o...
Break the Glass – Listen
09 Apr 2020
Contributed by Lukas
I have been surprised at how quickly some owners, leaders, and managers have lost their focus on the people who created their success. Those leaders c...
Sharing Not Telling – Gratitude and Hope in Action
02 Apr 2020
Contributed by Lukas
I want to offer a glimpse into a personal practice that helps me in these times. I truly hope that this approach will be helpful to you as well. It in...
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
26 Mar 2020
Contributed by Lukas
This week I'm sharing lessons from the most challenging week of my career (and quite frankly, I had it easy compared to so many). When I’m talking c...
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
19 Mar 2020
Contributed by Lukas
When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what...
VUCA, Coronavirus, and Tools for Human Experience Leadership
12 Mar 2020
Contributed by Lukas
For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 19...
Listening and Leading Customer Experience in Uncertain Times
06 Mar 2020
Contributed by Lukas
I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members a...
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
27 Feb 2020
Contributed by Lukas
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.”...
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
20 Feb 2020
Contributed by Lukas
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change....
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
13 Feb 2020
Contributed by Lukas
Quite frequently, my team and I are asked to develop customized frontline and leadership training materials in support of an enhanced team member or c...
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
06 Feb 2020
Contributed by Lukas
We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be...