<p>Dr. Michelli outlines four steps for enhancing voice-of-customer (VOC) programs through behavioral observation.</p>

Being a Fred (or Davide) - Leveraging  Passion to Actually Ensure Customer Loyalty

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.