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The Starbucks Experience-logo

The Starbucks Experience

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Location:

United States

Language:

English


Episodes

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

12/15/2017
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In this week’s episode, Dr. Michelli discusses how customer experience is both better and worse now… Download Standard Podcasts

Duration: 00:03:38


Complexly Simple – Success Can Breed Mediocracy

12/7/2017
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Dr. Michelli discusses how the fear of change can hinder your business… Download Standard Podcasts

Duration: 00:06:01


Please Ask My Opinion BUT NOT TOO MUCH

11/30/2017
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In this week’s episode, Dr. Michelli discusses how you can listen to your customers in many different ways… Download Standard Podcasts

Duration: 00:05:44


Want a Free Franchise? A Hypothetical with Real-World Implications

11/22/2017
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Dr. Michelli discusses sustainable ways for businesses to thrive… Download Standard Podcasts

Duration: 00:04:46


What’s Your Signature?

11/16/2017
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In this week’s episode, Dr. Michelli discusses the importance of defining brand moments… Download Standard Podcasts

Duration: 00:05:04


Gratitude is a Customer Experience Differentiator

11/10/2017
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Dr. Michelli discusses how leaders set the tone for an appreciative workplace… Download Standard Podcasts

Duration: 00:05:52


Small is the New Big: Customer Experience Excellence One Opportunity at a Time

11/3/2017
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In this week’s episode, Dr. Michelli discusses how customer experience excellence can be achieved without large expenditures or adverse impact on productivity. Download Standard Podcasts

Duration: 00:05:27


“Where Has All The Loyalty Gone? – Long Time Passing”

10/26/2017
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Dr. Michelli discusses retaining Boomer customer loyalty… Download Standard Podcasts

Duration: 00:05:18


Lead People Not Technology: Interacting to Succeed

10/19/2017
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Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?” My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.” Download Standard Podcasts

Duration: 00:04:37


Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

10/12/2017
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In this week’s episode, Dr. Michelli discusses using the force of good at work and in the world… Download Standard Podcasts

Duration: 00:03:40


The Risk of Excellence: Avoiding Customer Experience Mediocrity

10/5/2017
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To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre. Download Standard Podcasts

Duration: 00:05:07


Not Just Fast: Understanding a Responsive Experience

9/28/2017
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In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries… Download Standard Podcasts

Duration: 00:04:28


Keeping Your Audience’s Attent…Look There’s a Squirrel

9/21/2017
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Dr. Michelli, discusses attention span and why communication should be viewed as an interruption… Download Standard Podcasts

Duration: 00:03:46


When It Matters Most: Customer Experience With the Fury of a Hurricane

9/15/2017
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In this week’s episode, Dr. Michelli discusses human nature during a natural disaster… Download Standard Podcasts

Duration: 00:03:42


Shedding Your Implicit Bias: It’s Time for Design Thinking

9/7/2017
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Dr. Michelli discusses how design thinking can help uncover implicit biases… Download Standard Podcasts

Duration: 00:05:32


Leading with the GOOD: A must have for customer experience success

8/31/2017
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In this week’s episode, Dr. Michelli discusses how to be a human-centric organization… Download Standard Podcasts

Duration: 00:03:39


Big Data to the Rescue of the Passenger Experience?

8/24/2017
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Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience… Download Standard Podcasts

Duration: 00:04:23


Guilt or Greatness? Associations that Affect Customer Perception

8/18/2017
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In this week’s episode, Dr. Michelli discusses the power of associations for your brand… Download Standard Podcasts

Duration: 00:04:27


High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

7/27/2017
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In this week’s episode, Dr. Michelli discusses driving trust and engagement levels in your workforce… Download Standard Podcasts

Duration: 00:04:39


Winning Customer Experience – Simple Matters of Trust

7/20/2017
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Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy…. Download Standard Podcasts

Duration: 00:06:10

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