 |
Customer Experience University - Winning Loyalty & Engagement One Customer at a TimeAuthor: Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs. Language: en Genres: Business, Entrepreneurship Contact email: Get it Feed URL: Get it iTunes ID: Get it |
Listen Now...
When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won
Episode 653
Friday, 18 September, 2026
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. Drawing on John Goodman’s TARP research, Qualtrics data, and Zappos’ legendary ten-hour call, he shows why the rescue moment, not the failure, is where AI-era loyalty is won—and three moves to win it.
