Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Memorable WOW Experience Held Together by Coffee Stir Sticks
14 Jan 2016
Contributed by Lukas
In this week's episode, Dr. Michelli, discusses how you can wow customers without spending a dime...
Keys to Customer Experience Excellence
04 Jan 2016
Contributed by Lukas
Dr. Michelli, tells how a specific acronym can be useful to delight your customers...
Awaken the Force: Six Powerful Commitments for 2016
30 Dec 2015
Contributed by Lukas
In this episode, Dr. Michelli, discusses making commitments rather than resolutions in the new year...
The Cost of Serving Well
06 Aug 2015
Contributed by Lukas
In this week's episode Dr. Michelli discusses the cost of being nice...
Are your property values up? Thank Starbucks
17 Feb 2015
Contributed by Lukas
In this week's episode, Dr. Michelli, the phenomena of rising property values near Starbucks stores...
Would you have your wedding at Starbucks? Becoming a Beloved Brand
20 Jan 2015
Contributed by Lukas
In this week's episode, Dr. Michelli, discusses people getting married at Starbucks...
Human and Automated: Customer Experience Management at Its Best
17 Dec 2014
Contributed by Lukas
Dr. Michelli discusses the use of an integrated solution to impact customer experience...
Holiday Relationships – Focusing on More than the Sale
10 Dec 2014
Contributed by Lukas
In this week's episode, Dr. Michelli, discuss the hustle and bustle of the holiday season...
Wireless Charging at a Starbucks Near You! Partnering in the Removal of Pain/Drain Points
21 Nov 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses how Starbucks implements technology...
It’s Not Just Moments-Of-Truth: It’s the End-To-End Experience
14 Nov 2014
Contributed by Lukas
In today's podcast, Dr. Michelli discusses longevity in the customer experience...
Segment Your Service Experiences!
11 Nov 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli talks about the various frequency categories for customers...
Experience Delivery = Quality Products + Service Excellence + Empathy
31 Oct 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses his hotel experience in Singapore...
Becoming Known For Service Excellence – Aligning Who You Are With Who You Say You Are
24 Oct 2014
Contributed by Lukas
Dr. Michelli, discusses service values in this week's podcast...
Blessed are the Peacemakers. They will Experience Business Success!
10 Oct 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses peace of mind in the customer experience...
Exploiting Breast Cancer Awareness Month – Think Authenticity When Doing Cause Marketing
03 Oct 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses linking nonprofits with for-profit businesses...
More Freedom Considered for Virgins: Empower Through Trust
26 Sep 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses businesses that are allowing employees to take as much vacation time as they want...
To Tattoo or Not to Tattoo? - Starbucks, Ink, & Customer Experience
19 Sep 2014
Contributed by Lukas
Dr. Michelli discusses employers whose policy requires employees to cover their tattoos...
A Lesson Your Business Could Learn from the Ray Rice Video
11 Sep 2014
Contributed by Lukas
This week, Dr. Michelli, talks about the impact of viral video...
Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span
04 Sep 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses customer attention...
How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues
27 Aug 2014
Contributed by Lukas
Dr. Michelli in this week's podcast discusses Zendesk's Q2 report...
How to Create Experiences through Personalization, Sharing, and Social Platforms
20 Aug 2014
Contributed by Lukas
In this week's episode, Dr. Michelli discusses sharing as a way to enhance customer experiences...
Renewing Commitment to Customer Experience – A Cost-Saving Approach
14 Aug 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses renewal of the customer experience...
Walk A Mile In Their Shoes - Mapping Your Customers‘ Journey
07 Aug 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli the importance of customer journey mapping...
Easy Wins
23 Jul 2014
Contributed by Lukas
Dr. Michelli, this week discusses simplifying the customer journey...
Mystery, Sensuality and Intimacy – Loving your Customer and your Message
16 Jul 2014
Contributed by Lukas
In this week's podcast episode, Dr. Michelli discusses brand experience...
Why it‘s in your own interest to forget your self-interest
09 Jul 2014
Contributed by Lukas
Dr. Michelli shares branding lessons learned from Trappist monks in this week's episode...
True or False? Measuring Performance Leads to Better Service
30 Jun 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses the Zendesk Benchmark report...
Beloved Brands Think Differently
19 Jun 2014
Contributed by Lukas
This week Dr. Michelli shares insights from Mahatma Gandi as they relate to your customer experience delivery...
How to turn problems into customer loyalty
28 May 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses why word choice makes a difference in the customer experience...
How to Float a Complaint
16 May 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses the need for feedback along the customer journey...
Who Are Your Customers?
09 May 2014
Contributed by Lukas
In this week's episode Dr. Joesph Michelli discusses the importance of listening to customers when creating a tactical approach to reach them...
The Conundrum of Consistency: When More Becomes…More of the Same
02 May 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses how businesses can create both a consistent and individualized experience across multiple locations.
How to Grow Your Customer Connection Through Technology
26 Mar 2014
Contributed by Lukas
In this week's podcast, Dr. Michelli discusses the new upgrade to the Starbucks mobile app allowing mobile tipping...
How to Create Sustainable Customer Excellence: The Power of an Acknowledging Leader
06 Mar 2014
Contributed by Lukas
In this week's podcast Dr. Michelli discusses how great leaders develop recognition excellence by creating effective reward and recognition programs.....
The Big Question – What‘s Next For Our Business?
21 Feb 2014
Contributed by Lukas
In this week's podcast Dr. Michelli talks about how businesses can pursue meaningful growth...
Getting Personal: It‘s NOT Just for Valentine‘s Day
19 Feb 2014
Contributed by Lukas
In this week's podcast Dr. Michelli discusses how authentic personal interest fosters customer engagement and loyalty...
How to Get a Solid Return on Workplace Fun
06 Feb 2014
Contributed by Lukas
In this week's podcast Dr. Michelli talks about how Zappos creates fun in the workplace...
PHENOMENAL Marketing Systems by Howard Partridge
04 Feb 2014
Contributed by Lukas
In this week's podcast Dr. Michelli shares phenomenal marketing insights from Howard Partridge, president of Phenomenal Products...
If You Don’t Have Passion for Your Product, Why Should Your Customer?
23 Jan 2014
Contributed by Lukas
In this week's podcast find out how Starbucks fosters a spirit of passion into their culture...
A Case Study for 2014 -Learning from Legendary Leaders
10 Jan 2014
Contributed by Lukas
Do you know what holacracy is? Check this week's podcast to find out how it my affect your business....
Making it Right: Turning Breakdown Experiences into Forever Customers
02 Jan 2014
Contributed by Lukas
Dr. Michelli discusses why mistake recovery has substantial impact on customer perceptions and on the future purchases of those consumers...
How to Speed-Train Seasonal Employees
26 Dec 2013
Contributed by Lukas
Dr. Michelli describes how Starbucks delivers consistent experiences to their customers time and time again...
They Want to Talk – Do You Want to Listen? How to Learn from Customers
19 Dec 2013
Contributed by Lukas
Dr. Michelli shares how Starbucks gathers and analyzes feedback from customers about suggested improvements and innovations...
Five Points for Perfecting Customer Interactions
02 Dec 2013
Contributed by Lukas
Dr. Michelli shares five points to ensure you are optimizing every opportunity to communicate with your customers ...
How to Create Seasonally Relevant Customer Experiences
22 Nov 2013
Contributed by Lukas
In this week's episode Dr. Joesph Michelli talks about what you can learn about seasonal customer experiences from Starbucks...
Why having a heart for Military Veterans matters!
10 Nov 2013
Contributed by Lukas
Dr. Michelli celebrates military veterans and encourages your business to have a heart....
Customer Experience Musts - Telling Us What They Want
29 Oct 2013
Contributed by Lukas
Dr. Michelli addresses the role of customer input in effective business innovation....
Customer Experience: Is it caring or speed?
29 Oct 2013
Contributed by Lukas
What matters more to customers "speed" or "caring?" Dr. Michelli addresses research and reality when it comes to these important aspects of customer...
Challenging Awakeness: From Favorite to Former
29 Oct 2013
Contributed by Lukas
Dr. Michelli challenges you to look at whether you challenge the "awakeness" of your team members....
Tweet a Coffee? Mobilize the Connection
29 Oct 2013
Contributed by Lukas
This week Dr. Michelli offers a classic example of a principle he discusses in his new book Leading the Starbucks Way. That principle is titled "mob...
Meeting Customer - Your Road to Success
10 Oct 2013
Contributed by Lukas
Sharing frrom his new book Leading the Starbucks Way, Dr. Michelli helps you find opportunities to embed your products and services more deeply into y...
Is it loyalty or buying customers?
29 Sep 2013
Contributed by Lukas
This week Dr. Michelli takes a page from his new book Leading the Starbucks Way and explores a distinction between customer loyalty and customer bribe...
Courting, Dating and Loving - A Customer Experience Journey?
26 Aug 2013
Contributed by Lukas
Borrowing from concepts in his book Leading the Starbucks Way, Dr. Michelli explores Maslow's hierarchy of needs and its role in the evolution of cu...
That Nonreplicable ”Something Else”
16 Aug 2013
Contributed by Lukas
Dr. Michelli shares how Starbucks leaders seek to deliver the differentiators that separate them from the innovators.
Passion Drives Purchase
03 Aug 2013
Contributed by Lukas
This week Dr. Michelli explores the 7 bold moves Starbucks leaders made in their brand transformation - highlighting the role of emotional value...
“Leading the Starbucks Way” – How they are doing it right & why YOU should follow
27 Jul 2013
Contributed by Lukas
Dr. Michelli begins a series based on his soon-to-be-released book Leading the Starbucks Way which can be pre-ordered now at Amazon, Barnes and Noble,...
Guilty as Charged - Seeking Consistency
18 Jul 2013
Contributed by Lukas
In this week's podcast Dr. Michelli discusses the challenges of consistently approaching tasks across the scope of your business. While acknowledging ...
Finding your Customer Experience Core!
22 Feb 2013
Contributed by Lukas
Dr. Michelli helps you determine your core customer experience...
The Human Experience - Lessons from bedside in the ICU
11 Jan 2013
Contributed by Lukas
Dr. Michelli shares insights in the power of elevating human experiences in the context of challenging service delivery settings.
Can you handle the truth about social media hype?
10 Sep 2012
Contributed by Lukas
Dr. Michelli explores a balance point between substance and hype in a world of social media buzz...
Connecting People to a Culture of Connection
07 Sep 2012
Contributed by Lukas
Are you building a "culture of connection" for your team? Dr. Michelli explores the issue in this week's podcast....
Shouldn‘t You be Shadowing Your Customers: Whys, Hows, and Whats for Success
13 Aug 2012
Contributed by Lukas
Dr. Michelli helps you understand the technology of customer shadowing and how to use it to increase customer-centric service delivery
The Basics for Delivering Customer Value
04 Aug 2012
Contributed by Lukas
Dr. Michelli outlines three key elements for delivering value to your customers.
Baking customer loyalty into your overall business strategy
27 Jul 2012
Contributed by Lukas
Dr. Michelli integrates customer loyalty with Porter's 5 forces model of business strategy in this week's podcast. In so doing, he helps you see the...
How to respond to ”pinteresting” times in customer engagement
20 Jul 2012
Contributed by Lukas
Do you have an interest in Pinterest? Dr. Michelli focuses on how to make sound decisions about social media platforms that will connect with your c...
Gummy Worms and Customer Experience Excellence!
15 Jul 2012
Contributed by Lukas
What do gummy worms have to do with elevating customer experience? Listen to this week's podcast and find out!
Do you want return calls from sales leads? Focus on the personal!
29 Jun 2012
Contributed by Lukas
Dr. Michelli examines the importance of personal connections on closing sales. He shares key insights from a recent study on return call responses.
Can you ”gamify” your customer experience? Lessons from the Highway
22 Jun 2012
Contributed by Lukas
This week Dr. Michelli defines gamification and gives an example of its powerful applicability….
Customer Experience WOW - Defined and Delivered
15 Jun 2012
Contributed by Lukas
Dr. Michelli differentiates WOW experiences from good service and gives and example from one of his client's Sonny's Bar-B-Q restaurants. In additio...
Customer Experience - Understanding Emotional Economics
08 Jun 2012
Contributed by Lukas
Dr. Michelli offers insights from the growing field of behavioral economics and helps you look at the role of emotions as they affect customer loyalty...
You look like a curator…a key to adding customer experience value
01 Jun 2012
Contributed by Lukas
Dr. Michelli explores the role of content curation in customer experience elevation and offers empirical findings on how curation is used in marketing...
Customer Experience - Art or Science? The answer is YES!
25 May 2012
Contributed by Lukas
This week Dr. Michelli offers empirical data to help guide your artistic efforts to communicate relevant and engaging social media messages.
Customer Experience Limbo - How low can it go?
19 May 2012
Contributed by Lukas
Dr. Michelli discusses a recent Global Customer Service Barometer survey and how the findings relate to your business. (BTW in response to your feed...
Giraffes are ESSENTIAL to your Customer Experience!
13 May 2012
Contributed by Lukas
Service experience are more than just getting it right or making it right when you are wrong. Dr. Michelli explores the extra effort exerted at busi...
There‘s More to Business than Money!
05 May 2012
Contributed by Lukas
Often we can learn important lessons from the stumbles of others. Enter Spirit Airlines...
A swing and a miss - wait, it‘s a home run?
27 Apr 2012
Contributed by Lukas
Dr. Michelli shares how Zappos stumbled but emerged strong from the perspective of customer views of service excellence. His insights draw from his ...
Asking for Complaints? Yes, No, Maybe?
18 Apr 2012
Contributed by Lukas
Should you ask your customer for complaints? Here's Dr. Michelli's advice on that complicated question….
Doing Right - pays!
15 Apr 2012
Contributed by Lukas
Do you believe in business karma? A recent Nielsen survey validates the notion that "you get what you give."
How to Choose a Customer Loyalty Metric (CSAT, NPS, CES)
07 Oct 2010
Contributed by Lukas
Dr. Michelli analyzes the power of three key customer metrics when it comes to predicting loyalty. He also assists you explore how each metric can be...
The Easy Way to Customer Service Excellence
08 Sep 2010
Contributed by Lukas
Dr. Michelli examines the "easy way to customer Service excellence" and it it probably not what you think.
How to Deliver Service Plus Chocolate!
29 Aug 2010
Contributed by Lukas
Surprise without delight is an unsustainable service approach. Dr. Michelli's offers insights on driving service consistency while sweetening up the ...
Walk Before You Run, But Run for Service
19 Aug 2010
Contributed by Lukas
Borrowing from the infographic created by All Things CRM (as seen at http://www.josephmichelli.com/blog), Dr. Michelli helps you explore strategies to...
5 Categories of Customer Preferences You Should Know
12 Aug 2010
Contributed by Lukas
In order to create engaging customer preferences, Dr. Michelli shares the Kano model of determining customer preferences and helps you explore those p...
How to build brand equity
09 Jul 2010
Contributed by Lukas
Dr. Michelli looks at the implications of research emphasizing aspects of brand equity and helps you apply those results to your business.
Customer Connections by the Facts Not by Total Nonsense
25 Jun 2010
Contributed by Lukas
Dr. Michelli discusses the importance of research-based approaches to leadership and the execution of well planned customer experience strategies.
How to move customers up the loyalty ladder
16 Jun 2010
Contributed by Lukas
Dr. Michelli discusses a new Epsilon study regarding drivers of repurchase intent. He also announces his 2011 McGraw-Hill book with the working title...
How to assess the online or user experience
26 May 2010
Contributed by Lukas
Dr. Michelli explores how to evaluate the user experience and the importance of watching consumer behavior.
Is Customer Loyalty Dead or Alive?
19 May 2010
Contributed by Lukas
Borrowing from recent trend data, Dr. Michelli looks at an effective strategy for when you are faced with declining customer loyalty.
How to Be an Innovator
14 May 2010
Contributed by Lukas
Reflecting on his experience as an "innovative" customer experience consultant, Dr. Michelli shares insights central to "innovation." He also invites...
The Gravity of Customer Experience Enhancement
06 May 2010
Contributed by Lukas
Dr. Michelli looks at the ubiquitous importance of customer experience design and asks important questions regarding your customers' perceptions of th...
Sex doesn‘t Sell that Well! How to make real visceral connections with customers
29 Apr 2010
Contributed by Lukas
Dr. Michelli looks at the application of Martin Lindstrom's neuromarketing research to help you elevate your customer experience design.
How to execute ”EASY” - A Boom or Bust Proposition
22 Apr 2010
Contributed by Lukas
Dr. Michelli helps you sort through the challenge of crafting "high touch" versus "high speed" customer experiences.
Turning Trends into Customer-Centric Products
15 Apr 2010
Contributed by Lukas
Dr. Michelli explores the use of trend data as the foundation for customer-centric design exploration and what you can do to create cutting-edge offer...
Elevating Customer Experience - Where you should start!
08 Apr 2010
Contributed by Lukas
Dr. Michelli offers a data based perspective on prioritizing customer experience initiatives and achieving easily accessible successes.
How Customer Loyalty Data Translates to Customer Experience Elevation
01 Apr 2010
Contributed by Lukas
Dr. Michelli links customer loyalty research data to action steps for your service culture.
Is Social Media Dead? Credibility through Customer Experience
24 Mar 2010
Contributed by Lukas
An Edelman study suggests the influence of social media is contracting. Dr. Michelli focuses on the bigger picture regarding delivery of the brand pr...
How to turn customer service into profit
17 Mar 2010
Contributed by Lukas
Dr. Michelli builds a business case for elevating customer service and shows you the strategy for success.
How words sell well!
10 Mar 2010
Contributed by Lukas
Dr. Michelli explores the role of emotion evoking words in your business' success.
Direct Buy, Best Buy, Where You Buy
04 Mar 2010
Contributed by Lukas
Dr. Michelli analyzes a drift to commoditized service delivery and its relevance to your business.
Stop Selling - Leverage Listening
25 Feb 2010
Contributed by Lukas
Dr. Michelli looks at an important way to benefit from social networking and it's not what you think!