Customer Experience University: Winning Loyalty & Engagement.
A weekly brief on customer experience, employee engagement, and service excellence.
Joseph has been publishing it since 2008 — 600+ episodes and counting.
Eight recent episodes.
Short, sharp, relevant.
- 01Oct 165 min
Who Would Defend You
Most companies know their regular customers. Few know which ones would defend them. That difference matters. Joseph Michelli digs into Motista research that quantifies the gap between t satisfied and emotionally connected customers.
- 02Oct 98 min
Get Me a Person
Your customers just told researchers they would switch companies to avoid the very thing you are spending millions to build.
- 03Oct 210 min
The Operating System for Loyalty in the AI Era
In this quarter capstone, Joseph Michelli puts the whole machine back together: engagement, loyalty, and referrals aren’t three programs — they’re three outputs of one “loyalty operating system.” Drawing on Gallup’s record-low…
- 04Sep 259 min
The Frontline Knows: Why Your Best CX Strategy Is Already on Your Payroll
The cheapest customer-experience strategy in your company is already on the payroll—and mostly ignored. Joseph Michelli unpacks Medallia/McKinsey research showing nearly 60% of frontline employees feel their CX ideas go unheard, even where…
- 05Sep 1811 min
When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won
Failure is inevitable—and as AI mediates more of the service, it’s multiplying. Joseph Michelli explains the “service recovery paradox”: why a brilliantly fixed problem can make a customer more loyal than one who never had a problem.
- 06Sep 119 min
Design the Job, Not Just the Tool
AI use at work has nearly doubled — yet only 16% of employees say the tools they were handed help. In this episode, Joseph Michelli unpacks “the bolt-on trap”: dropping powerful AI onto jobs nobody redesigned, which removes no friction and…
- 07Sep 410 min
Trust Is the Real Currency
To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not rising. In this episode, Joseph Michelli makes the case that trust is the real currency of the AI era.
- 08Aug 2810 min
From Customers to Advocates
Why do we recommend some brands and never mention others? In this episode, Joseph Michelli traces the path from satisfied customer to vocal advocate — and finds belonging at its root.
Brief. Timely. Straight to the point.
Every episode starts with a question leaders are asking — and ends with something you can act on. Brief, timely, and straight to the point. No guests, no filler. Just Joseph and one idea worth your time.
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