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The Michelli Experience show

The Michelli Experience

Summary: Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com

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  • Artist: Dr. Joseph A. Michelli
  • Copyright: Copyright © 2018 Joseph Michelli. All rights reserved.

Podcasts:

 Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs | File Type: audio/mpeg | Duration: 00:03:52

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

 Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery | File Type: audio/mpeg | Duration: 00:03:16

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

 What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles | File Type: audio/mpeg | Duration: 00:03:42

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

 A Contrarian View on the United Airlines Customer Nightmare | File Type: audio/mpeg | Duration: 00:06:25

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

 Letting People Your Customers Care About Know About Brands That Care About Them | File Type: audio/mpeg | Duration: 00:04:44

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

 Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy | File Type: audio/mpeg | Duration: 00:03:48

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

 Back with an Apology: Rare Rewards of Service Professionalism | File Type: audio/mpeg | Duration: 00:03:48

Dr. Michelli discusses lessons from an atypical apology... Download Standard Podcasts

 McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru? | File Type: audio/mpeg | Duration: 00:03:17

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

 McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru? | File Type: audio/mpeg | Duration: 00:03:17

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

 Revisiting Convenience – Lessons from H20 | File Type: audio/mpeg | Duration: 00:05:28

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

 Revisiting Convenience – Lessons from H20 | File Type: audio/mpeg | Duration: 00:05:28

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

 When The Customer Is Wrong – Should The Business Be Right? | File Type: audio/mpeg | Duration: 00:04:06

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

 When The Customer Is Wrong – Should The Business Be Right? | File Type: audio/mpeg | Duration: 00:04:06

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

 The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences | File Type: audio/mpeg | Duration: 00:04:13

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

 The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences | File Type: audio/mpeg | Duration: 00:04:13

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

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