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The Starbucks Experience

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Location:

United States

Language:

English


Episodes

Catching People Doing What’s Right Along the Customer Experience Journey

11/15/2018
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Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...

Duration:00:03:22

Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling

11/8/2018
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In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.

Duration:00:04:20

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

11/2/2018
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In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...

Duration:00:04:15

Customer Experience Research and Life Long Learning

10/25/2018
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In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...

Duration:00:04:09

Up, Up, and Away - Getting Lift with Wearables and IoT

10/11/2018
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In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...

Duration:00:03:32

Taking Flight With Big Data – How’s Your Trip?

10/4/2018
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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.

Duration:00:04:55

Transforming Customer Experience with Partners: The Art of Not Going It Alone

9/27/2018
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In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...

Duration:00:04:53

Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?

9/13/2018
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Dr. Michelli discusses iterative and future backward customer experience design...

Duration:00:04:35

Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping

9/5/2018
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In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...

Duration:00:04:15

What Is A Persona And What Does It Have To Do With Customer Journey Mapping?

8/31/2018
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In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.

Duration:00:04:18

Patiently Seeking Input to Guide Service Experience Design

8/23/2018
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Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.

Duration:00:04:38

McDonald's Experience of the Future & Your Keys to Outstanding Experience Design

8/16/2018
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In this week's episode, Dr. Michelli discusses the phases of experience design...

Duration:00:04:43

If Only Someone Had Told Me Sooner!

8/9/2018
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Dr. Michelli discusses life lessons people wish they knew earlier...

Duration:00:04:11

Branded Customer Experience Delivery

8/2/2018
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In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...

Duration:00:05:20

Catching Great Leadership Skills

7/26/2018
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Dr. Michelli discusses a business leader who unites, empowers, and transforms...

Duration:00:04:21

So Many Customer Experience Lessons – So Little Time!

7/19/2018
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In this week's episode, Dr. Michelli discusses three recent news events that pertain to customer experience...

Duration:00:04:55

From Customer Journey Map to an Optimal Customer Journey Road Map

7/12/2018
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In this week's episode, Dr. Michelli discusses the third and fourth elements need for customer experience design efforts...

Duration:00:04:28

Customer Journey Mapping and the Road Beyond

7/5/2018
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Dr. Michelli discusses two strategies to garner more value from customer journey mapping efforts...

Duration:00:04:45

Afraid of Being a Loving Business? Abundantly Moving Beyond Business Fear

6/21/2018
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Dr. Michelli discusses how businesses can operate from the perspective of abundance...

Duration:00:05:25