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The Starbucks Experience

  1. Quickly Before the Year Ends – Deliver Convenience2018/12/20

    In this week's episode, Dr. Michelli discusses the greatest customer experience common denominator...
  2. When Customers Aren’t Jolly2018/12/13

    Dr. Michelli discusses seven tips for managing customer complaints and stress this holiday season...
  3. 7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?2018/11/28

    In this week's episode, Dr. Michelli discusses online retails during cyber week in the United States...
  4. Two Magic Words - Human Experience Requires Gratitude2018/11/20

    In this week's episode, Dr. Michelli expresses thanks and explains how you can demonstrate appreciation for your customers...
  5. Catching People Doing What’s Right Along the Customer Experience Journey2018/11/15

    Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...
  6. Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling2018/11/08

    In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.
  7. The Secret Sauce to Customer Experience is a Blend of Four Ingredients2018/11/02

    In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...
  8. Customer Experience Research and Life Long Learning2018/10/25

    In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...
  9. Up, Up, and Away - Getting Lift with Wearables and IoT2018/10/11

    In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...
  10. Taking Flight With Big Data – How’s Your Trip?2018/10/04

    Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.
  11. Transforming Customer Experience with Partners: The Art of Not Going It Alone2018/09/27

    In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
  12. Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?2018/09/13

    Dr. Michelli discusses iterative and future backward customer experience design...
  13. Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping2018/09/05

    In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
  14. What Is A Persona And What Does It Have To Do With Customer Journey Mapping?2018/08/31

    In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
  15. Patiently Seeking Input to Guide Service Experience Design2018/08/23

    Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
  16. McDonald's Experience of the Future & Your Keys to Outstanding Experience Design2018/08/16

    In this week's episode, Dr. Michelli discusses the phases of experience design...
  17. If Only Someone Had Told Me Sooner!2018/08/09

    Dr. Michelli discusses life lessons people wish they knew earlier...
  18. Branded Customer Experience Delivery2018/08/02

    In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
  19. Catching Great Leadership Skills2018/07/26

    Dr. Michelli discusses a business leader who unites, empowers, and transforms...
  20. So Many Customer Experience Lessons – So Little Time!2018/07/19

    In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...
The Michelli Experience
https://drjosephm.podbean.com
New York Times #1 Bestselling Author Shares Business Insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish and More

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