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The Starbucks Experience

  1. 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...
  2. 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.
  3. 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...
  4. 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...
  5. 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...
  6. 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.
  7. 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.
  8. 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...
  9. If Only Someone Had Told Me Sooner!2018/08/09

    Dr. Michelli discusses life lessons people wish they knew earlier...
  10. 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...
  11. Catching Great Leadership Skills2018/07/26

    Dr. Michelli discusses a business leader who unites, empowers, and transforms...
  12. 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...
  13. From Customer Journey Map to an Optimal Customer Journey Road Map2018/07/12

    In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...
  14. Customer Journey Mapping and the Road Beyond2018/07/05

    Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...
  15. No Joke! The Role of Humor in Customer Experience2018/06/27
  16. Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear2018/06/21

    Dr. Michelli discusses how businesses can operate from the perspective of abundance...
  17. Howard Schultz: A Leader, A Teacher, and An Inspiration2018/06/14

    In this week's episode, Dr. Michelli discusses three key lessons that can be learned from Howard Schultz...
  18. Practicing Otherness in a Selfish World2018/06/06

    In this week's episode, Dr. Michelli discusses helping others...
  19. A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize2018/05/30


    Dr. Michelli discusses some of the nuances between customer loyalty and repeat business...

    #customerloyalty #cxo

  20. 5 Things You Absolutely Must Do To be Customer-Centric2018/05/24

    In this week's episode, Dr. Michelli discusses the five key things you must do to be customer-centric...
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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