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

Strativity

APRIL 19, 2016

Customer experience design and management consulting firm, Strativity Group, Inc. Peters appointment marks the next step in Touchpoint Dashboard’s launch of a full suite of products and professional services, including local journey mapping workshops and trainings that will begin in the second-half of 2016.

Touchpoint 40

Touchpoint 2012 Workshop 2016 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” How will this improve the customer experience?

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” How will this improve the customer experience?

Retail 40

Retail Omnichannel Entertainment Customer Experience Design 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Myra Golden

JUNE 2, 2016

How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. Creating calm with difficult customers is not a matter of using aggressive tactics. August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

JUNE 2, 2016

How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. Creating calm with difficult customers is not a matter of using aggressive tactics. August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Feedback 89

Feedback NPS Airlines 2016 89

Storyminers

JULY 11, 2016

I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). The customer experience improved greatly when every salesperson got in-context access to all pertinent customer information. Always On’.

2016 60

2016 B2C Technology Events 60

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

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

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

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

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. is a professional speaker and chief experience officer at The Michelli Experience.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Storyminers

APRIL 28, 2016

How much can you learn about the present and the future Customer Experience Design in 7 minutes? Find out by reading an interview I did with Marketforce 20/20 , a European Union producer of customer experience conferences. Which experiences around the world impress you most?

Customer Experience Design 45

Customer Experience Design Customer Experience 2016 Events 45

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

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Feedback 40

Feedback NPS Airlines 2016 40

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

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

Strativity

AUGUST 28, 2016

is the undisputed leader in customer experience design and transformation. 29, 2016) — Strativity Group, Inc. was honored by New Jersey SmartCEO as one of the 2016 Corporate Culture Award winners. 1, 2016 at the Starland Ballroom. “In Strativity Group Inc. Hackensack, NJ (Aug.

Culture 40

Culture Magazine Competitive Advantage 2016 40

Strativity

AUGUST 17, 2016

is the undisputed leader in customer experience design and transformation . NEW YORK, August 17, 2016 — Inc. magazine today ranked leading Customer Experience Design and Transformation firm, Strativity Group Inc. 500|5000 Methodology The 2016 Inc. Strativity Group Inc. “The Inc.

2012 40

2012 Magazine 2015 2005 40

Storyminers

JUNE 20, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant?

Call Center 40

Call Center 2016 Customer Experience Design Events 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017.

2016 111

2016 2017 Customer Experience Social Media 111

Stella Connect

JANUARY 4, 2022

Continue reading below for 15 customer service training tips… Training Customer Service Agents for Collective Success. “[I]f I]f you care about customer experience. then customer service training is not optional. Adam Toporek , Customers That Stick. . It is not an extra.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

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

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

Stella Connect

APRIL 17, 2018

Continue reading below for 15 customer service training tips… Training Customer Service Agents for Collective Success. “[I]f I]f you care about customer experience. then customer service training is not optional. Adam Toporek , Customers That Stick. It is not an extra.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Storyminers

NOVEMBER 30, 2016

In 2016, ten companies fell from 101 to 253 ranking places. In October, I attended the SAP Hybris Americas Summit 2016 in Fort Lauderdale, FL, where I got to experience the latest tech, commercial case studies, and omnichannel ideas first-hand. In 2015, 26 companies (that’s 5%) disappeared from the list. I’m no longer hesitant.

Omnichannel 73

Omnichannel 2016 Leadership Workshop 73

Stella Connect

APRIL 17, 2018

Continue reading below for 15 customer service training tips… Training Customer Service Agents for Collective Success. “[I]f I]f you care about customer experience. then customer service training is not optional. Adam Toporek , Customers That Stick. It is not an extra.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Michelli Experience

DECEMBER 29, 2015

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2016 45

2016 Consulting Customer Experience Design Leadership 45

Storyminers

APRIL 11, 2016

This Interview was conducted by ReachForce and first appeared March 9, 2016 . Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today.

Customer Experience Management 56

Customer Experience Management Customer Experience Management B2B 56