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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 |
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The Hidden Cost of Friction — and Why It Matters
Episode 623
Thursday, 26 February, 2026
Customer effort remains one of the strongest predictors of loyalty—and behavioral science continues to confirm it year after year. But effort isn’t just operational. It’s emotional. In this episode, we explore how customers experience friction when they’re forced to repeat themselves, navigate confusing steps, absorb internal issues, or use tools that don’t work together. While AI can reduce friction, it only delivers results when paired with thoughtful experience redesign. When humans and technology work in sync, interactions feel lighter, clearer, and more respectful. And when customer effort drops, loyalty grows. To learn more about Joseph, please contact him at josephmichelli.com/contact.
