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

Retail Armageddon, Chupacabra, and Other Myths

29 Dec 2017

Contributed by Lukas

Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name l...

Experiential Lessons for the Christmas Season: Going Beyond the Presents

21 Dec 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses how despite the hype gift giving is secondary to many other more personally satisfying holiday experien...

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

15 Dec 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses how customer experience is both better and worse now...

Complexly Simple – Success Can Breed Mediocracy

07 Dec 2017

Contributed by Lukas

Dr. Michelli discusses how the fear of change can hinder your business...

Please Ask My Opinion BUT NOT TOO MUCH

30 Nov 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses how you can listen to your customers in many different ways...

Want a Free Franchise? A Hypothetical with Real-World Implications

22 Nov 2017

Contributed by Lukas

Dr. Michelli discusses sustainable ways for businesses to thrive...

What’s Your Signature?

16 Nov 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the importance of defining brand moments...

Gratitude is a Customer Experience Differentiator

10 Nov 2017

Contributed by Lukas

Dr. Michelli discusses how leaders set the tone for an appreciative workplace...

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

03 Nov 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on prod...

“Where Has All The Loyalty Gone? – Long Time Passing”

26 Oct 2017

Contributed by Lukas

Dr. Michelli discusses retaining Boomer customer loyalty...

Lead People Not Technology: Interacting to Succeed

19 Oct 2017

Contributed by Lukas

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”...

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

12 Oct 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...

The Risk of Excellence: Avoiding Customer Experience Mediocrity

05 Oct 2017

Contributed by Lukas

To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.

Not Just Fast: Understanding a Responsive Experience

28 Sep 2017

Contributed by Lukas

In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries...

Keeping Your Audience’s Attent…Look There’s a Squirrel

21 Sep 2017

Contributed by Lukas

Dr. Michelli, discusses attention span and why communication should be viewed as an interruption...

When It Matters Most: Customer Experience With the Fury of a Hurricane

15 Sep 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses human nature during a natural disaster...

Shedding Your Implicit Bias: It’s Time for Design Thinking

07 Sep 2017

Contributed by Lukas

Dr. Michelli discusses how design thinking can help uncover implicit biases...

Leading with the GOOD: A must have for customer experience success

31 Aug 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses how to be a human-centric organization...

Big Data to the Rescue of the Passenger Experience?

24 Aug 2017

Contributed by Lukas

Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...

Guilt or Greatness? Associations that Affect Customer Perception

18 Aug 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the power of associations for your brand...

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

10 Aug 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...

Recovering Business Trust: Listen, Admit, Apologize, Fix

03 Aug 2017

Contributed by Lukas

Dr. Michelli discusses building trust with your customers ...

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

27 Jul 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses driving trust and engagement levels in your workforce...

Winning Customer Experience – Simple Matters of Trust

20 Jul 2017

Contributed by Lukas

Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy....

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

13 Jul 2017

Contributed by Lukas

Dr. Michelli discusses in this week's episode whether or not a Chief AI Officer is needed in businesses...

Customer Value - Expanding Across the 12 Standard Forms of Value

03 Jul 2017

Contributed by Lukas

In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni.......

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

29 Jun 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses emotional value in customer experience...

Customer Experience Creation: Give ’em a Reason to Hire and Keep You

23 Jun 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the human value in customer experience...

Customer Experience Speaker, Consultant, Author OR…A Robot

15 Jun 2017

Contributed by Lukas

Dr. Michelli discusses the likelihood that various jobs will be replaced by a robot...

Service Delivered: Timeless Change!

09 Jun 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “...

Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES

01 Jun 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...

Once Upon a Time People Assisted One Another…

26 May 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the future of service...

Transforming Optimism on Transformation

18 May 2017

Contributed by Lukas

Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs

11 May 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses customer experience tradeoffs...

Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery

04 May 2017

Contributed by Lukas

Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles

27 Apr 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...

A Contrarian View on the United Airlines Customer Nightmare

20 Apr 2017

Contributed by Lukas

In this episode, Dr. Michelli discusses the role we all have in customer experience...

Letting People Your Customers Care About Know About Brands That Care About Them

13 Apr 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses five steps to getting more referrals...

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

07 Apr 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the confusion between loyalty and advocacy...

Back with an Apology: Rare Rewards of Service Professionalism

31 Mar 2017

Contributed by Lukas

Dr. Michelli discusses lessons from an atypical apology...

McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

23 Mar 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses mobile ordering... 

Revisiting Convenience – Lessons from H20

17 Mar 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses business lessons found in the world of bottled water...

When The Customer Is Wrong – Should The Business Be Right?

09 Mar 2017

Contributed by Lukas

In this week's episode, Dr. Michelli discusses customer experience strategy when bad experiences occur...

The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

02 Mar 2017

Contributed by Lukas

Dr. Michelli discusses Perceptual Control Theory (negative feedback loops) as it relates to the relationships we have with our customers...

All Business is Personal – Consistency with a Twist

23 Feb 2017

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses how to operationally drive consistent product/service delivery with an added personalized twist...

It’s Viral, It’s Video Storytelling – Live Visuals Rule

17 Feb 2017

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses visual storytellers and live streaming...

The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)

07 Feb 2017

Contributed by Lukas

In this weeks podcast Dr. Michelli looks at 3 trending examples that pit the efficiencies of robotics and artificial intelligence against human servic...

Are You Up for the Human/Tech Challenge?

02 Feb 2017

Contributed by Lukas

In this week's episode Dr. Michelli, discusses integrating human and technology based service...

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

26 Jan 2017

Contributed by Lukas

In this episode, Dr. Michelli, discusses the Blue Ocean Strategy and what you can learn from the Girls Auto Clinic as it relates to customer-centricit...

Is Business a Game? Customer Experience Lessons from Gaming

23 Jan 2017

Contributed by Lukas

Dr. Michelli, discusses game theory as it applies to businesses outside of the gaming industry...

Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

12 Jan 2017

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses the best ways to make your expectations as a leader clear and consistent...

Customer Experience Excellence – The Science and the Craft

06 Jan 2017

Contributed by Lukas

Dr. Michelli, discusses why you should use customized customer service training tools as a guide only...

Customer Resolution 2017 – Perfect Experiences

29 Dec 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses setting a new standard for experience delivery...  

Do’s and Don’ts for a Human and Humane Holiday Experience

22 Dec 2016

Contributed by Lukas

Dr. Michelli discusses how to create humanity-rich experiences this time of year...

It’s Not Easy Enough: Simplifying the Experience

16 Dec 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses ways in which technology is making the customer experience easier...

Nailing the Numbers – Your Future Equals Your Customer Experience

09 Dec 2016

Contributed by Lukas

Dr. Michelli, discusses relevant customer experience statistics...

Legacy Schmegacy – What Will You Be Known For?

02 Dec 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses leaders identifying their "one big thing"...

Thanksgiving & Your Business Year-Round

23 Nov 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses expressing gratitude in business...

From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance

17 Nov 2016

Contributed by Lukas

Dr. Michelli, discusses shifting prospective customers interest into a buying conversation... 

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled

10 Nov 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses the promises your business makes to customers who choose to engage with your brand...

Connecting With The Need To Connect: Watching People Eat Online

03 Nov 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses connecting to the higher needs of your customers...

Not Top Of Mind But Top Of Heart – When Branding Gets REAL

27 Oct 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses tattoos as a form of brand loyalty...

The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times

21 Oct 2016

Contributed by Lukas

Dr. Michelli, discusses the difference between being a ruler vs. a leader...

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

13 Oct 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses customer experience innovation as a design discipline...

Stepping To The Curb – Go Faster…Make It Easier

06 Oct 2016

Contributed by Lukas

Dr. Michelli discusses innovating the speed and ease of customer experiences...

We Are All In The Perception Business!

03 Oct 2016

Contributed by Lukas

In this episode, Dr. Michelli, discusses perception impacting your key performance indicators...

Make a Mouse: The Power of a Culture of Customer Experience Excellence

22 Sep 2016

Contributed by Lukas

Dr. Michelli discusses creating the right environment for world-class customer experiences to occur...

Do You Want Engaged Employees? Ignite Mastery

16 Sep 2016

Contributed by Lukas

In this episode, Dr. Michelli, discusses drivers of human behavior...

Grateful Business – Human Experience Creation At Its Best

13 Sep 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discuss gratitude in your business...

Send in the Drones: Elevating Service in A Technology-Driven World

01 Sep 2016

Contributed by Lukas

Dr. Michelli, discusses a couple ways Domino's Pizza is innovating their customer experience through the use of technology.

Technology: A Blessing & A Curse to Customer Experience Delivery

29 Aug 2016

Contributed by Lukas

Dr. Michelli, discusses wisdom and foolishness as it pertains to technology advances in customer experience delivery...

Which Should Come First? The Employee or the Customer?

18 Aug 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses the importance of interpersonal engagement...

Customers Aren’t Always Right: Courageous Leaders Need to Be

11 Aug 2016

Contributed by Lukas

This week, Dr. Michelli, talks about customers not always being right and when they should become former customers...

Beating the Giant: It’s as Simple as Artisanship

04 Aug 2016

Contributed by Lukas

Dr. Michelli discusses taking the time to get to know unmet customer needs so you can craft solutions to serve targeted customer segments...

Make the Experience Faster and More Personal

28 Jul 2016

Contributed by Lukas

Dr. Michelli, discusses recent changes at Starbucks and how to have authentic personal emotional connection...

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

21 Jul 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses how to create craveabilty in your business...

Show Me the Money: The Why of Customer Experience Excellence

14 Jul 2016

Contributed by Lukas

Dr. Michelli, discusses research supporting an investment in programs designed to improve the engagement and loyalty of your customers...

Brand Independence Day: Staying in the Black from One of the Men in Black

07 Jul 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses branding lessons learned from Will Smith...

Personal Brand Vetting – THEY are Listening

30 Jun 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses personal brand vetting...

Don’t Invent – Innovate: The Art of Resolving Human Need

23 Jun 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, innovation at its best...

Countering Terror with a Service Heart

16 Jun 2016

Contributed by Lukas

In response to the TERROR perpetuated in Orlando, Dr. Michelli looks at the critical importance of delivering compassionate service in every business ...

The Muhammad Ali Experience: 5 Lessons to Win By

09 Jun 2016

Contributed by Lukas

Dr. Michelli discusses delivery consistent brand experience...

To Switch or Not to Switch: 4 Ways to Stop Customer Churn

03 Jun 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses the cost of customer churn...

When it Comes to Service: Beware A Technology-Based Backlash

26 May 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, artificial intelligence and the uncanny valley...

How to Stop the Revolving Door for Millennials at Work

19 May 2016

Contributed by Lukas

Dr. Michelli discusses a recent Gallup study about Millennials...

Noble Associations, Transparency, and Accountability EQUALS Success

12 May 2016

Contributed by Lukas

Dr. Michelli discusses the importance of effectively using technology to inquire of your customers...

Happiness is not an app on a mobile phone

05 May 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses the art of messaging...

Being a “Yes and” Person in a “No but” World

28 Apr 2016

Contributed by Lukas

Dr. Michelli discusses improv principles that can help your customer experience...

How are your POPS and PODS doing?

21 Apr 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses points of distinction in the customer experience...

FACE It: You Should Improve Your Customer Experience

14 Apr 2016

Contributed by Lukas

Dr. Michelli, discusses crafting customer-centric solutions...

Running with a 92 Year Old Man: Lessons in Living and Serving Fully

07 Apr 2016

Contributed by Lukas

In this week's episode, Dr. Michelli discusses purpose, mastery, and autonomy...

Through the Mirror of Your Customer

31 Mar 2016

Contributed by Lukas

Dr. Michelli, discusses in this week's episode disruptive innovation...

Predictability in an Unpredictable World: Consistency and the Power of Brand

24 Mar 2016

Contributed by Lukas

Dr. Michelli, discusses what customers are looking for in brands more than anything...

Which Should Come First?

17 Mar 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses whether employees or customers should come first...

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

10 Mar 2016

Contributed by Lukas

Dr. Michelli discusses a company ranking high on the Fortune magazine “Best Companies to Work For” List...

5 Things a Service Professional Should Never Say

18 Feb 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses words/phrases team members should remove from their vocabulary...

Soliciting and Using Customer Feedback: Learning Without Annoying

11 Feb 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses how to effectively listen and act on the feedback provided by customers...

Trembling: Being Accountable to the Customer

04 Feb 2016

Contributed by Lukas

Dr. Michelli discusses what happens if you aren't accountable to your customer...

Leaving a Leadership Legacy

01 Feb 2016

Contributed by Lukas

In this week's episode, Dr. Michelli, discusses leaving a leadership legacy...

The SDI’s of Millennials

21 Jan 2016

Contributed by Lukas

Dr. Michelli talks about how you can engage Millennials and earn their customer loyalty...