Michelli Experience

NOVEMBER 14, 2017

Branded Customer Experience. That gesture became a signature moment for blizzard delivery, and in 2016 it evolved into an “Upside Down or Free” campaign whereby you would receive your next blizzard for free – if your server failed to flip it at the handoff. Here are just a few examples of Ed’s recent tweets.

Brands 45

Brands Hotels Magazine Leadership 45

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Michelli Experience

DECEMBER 29, 2015

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2016 45

2016 Consulting Customer Experience Design Leadership 45

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. Fast forward to 2016. Now, sensing what customers want happens in faster cycles, sometimes in near real time.

Retail 49

Retail 2016 Omnichannel Loyalty 49

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus. With the passion I have for making it to the finish line, nothing will stop me.”

Engagement 92

Engagement 2013 Entertainment 2016 92

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 49

Sales 2016 Technology Brands 49

Michelli Experience

FEBRUARY 27, 2018

Let me give you an example, a 2016 article in CIO magazine , chronicled a fireside chat between Home Depot CIO Matt Carey and CIO events editor-in-chief Maryfran Johnson. The phrase was so catchy that I literally imagined it to be a book title I might use if I were to ever write a customer experience book about Home Depot.

Social Media 53

Social Media Magazine Books Consulting 53

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:] Integration of Mobile into Retailers Business Model Roundtable Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring.

Retail 40

Retail 2016 Blog Customer Experience Design 40

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. is a professional speaker and chief experience officer at The Michelli Experience. The Payoff.

Consulting 45

Consulting Automotive Retail 2016 45

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. In 2016, over 2 billion consumers are expected to purchase smartphones worldwide. Mobile technology has reached unprecedented levels on innovation. Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Disney, like Chick-fil-A has taken customer experience to heart.

Sales 45

Sales Hospitality Guest Experience 2016 45

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Digital is such a broad topic.

Retail 45

Retail 2016 Multi-Channel Travel 45