James Patterson's New Book Will Self-Destruct in 24 Hours
Storyminers
JANUARY 21, 2015
James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.
Books Customer Engagement Customer Experience Design Engagement 
Amazing Business Radio: Brian Solis
ShepHyken
JANUARY 10, 2017
Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think about the entire customer experience.
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THE 2015 CUSTOMER EXPERIENCE OUTLOOK
Storyminers
JANUARY 22, 2015
I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'
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4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.
James Patterson's New Book Will Self-Destruct in 24 Hours
Storyminers
JANUARY 21, 2015
James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, highly engaging experiences for passionate fans. Two in fact.
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Subconscious Clues That Call People to Action
Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice. They don’t.
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VIRTUAL CUSTOMER SERVICE WORKSHOPS
Myra Golden
APRIL 3, 2020
Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! We start with a video conference to learn about your challenges and goals. Plus, we record the training and hand it over to you to use as you wish.
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4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].
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Are you Irrational: 7 Questions to See If You Are Irrational?
Beyond Philosophy
MARCH 12, 2015
What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.
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How is Your Business Dealing with the Paradox of Choice?
Beyond Philosophy
NOVEMBER 4, 2014
The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.
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113 Small is the New Big: Customer Experience Excellence One Opportunity at a Time
Michelli Experience
NOVEMBER 1, 2017
His daughter Sarah Kaminsky richly shares Adolpho’s story in the book titled A Forger’s Life. Adolpho’s Lessons for Employee and Customer Engagement. Similarly, a few people can make a great difference when it comes to helping a workplace or customer experience become more engaging.
How are your POPS and PODS doing?
Michelli Experience
APRIL 20, 2016
While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.
Which Should Come First?
Michelli Experience
MARCH 16, 2016
Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.
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How to Become a Leader in Customer Experience | Driven to Delight
Michelli Experience
DECEMBER 2, 2015
In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!
All You Need To Know About Getting Customers To Use Self Service In Public Libraries
Myra Golden
JULY 1, 2019
A great way to get customers to try self-service is for you to just mention the option. While you’re helping a customer check out a book, for example, you could ask, “Have you ever tried using self-checkout?” You could then walk over to self-checkout, and walk the customer through how to do it themselves.
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Make the Experience Faster and More Personal
Michelli Experience
JULY 27, 2016
I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.
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What is Customer Experience? 20 Customer Experience terms, definitions, and resources
delighted
JULY 19, 2019
The digital customer experience specifically must be considered when tackling customer experience management as a whole. Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer sentiment.
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Renewed Year Customer Experience Focus
Michelli Experience
JANUARY 6, 2016
Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.
High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders
Michelli Experience
JULY 25, 2017
In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?
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45 Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
Michelli Experience
MAY 30, 2017
in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.
What’s Your Signature? The Importance of Defining Brand Moments
Michelli Experience
NOVEMBER 14, 2017
That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.
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45 The SDI’s of Millennials
Michelli Experience
JANUARY 19, 2016
Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!
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Experiential Lessons for the Christmas Season: Going Beyond the Presents
Michelli Experience
DECEMBER 19, 2017
A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.
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The Age of AI & the Customer
Michelli Experience
MAY 8, 2018
In the book, Human + Machine: Reimagining Work in the Age of AI , Paul Daugherty and James Wilson suggest that automated processes are giving way to a future dominated by “adaptive processes.” If your time is short, I would suggest Bob Morris’ synopsis of the book provided on his site Blogging on Business. But how about today?
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40 Trembling: Being Accountable to the Customer
Michelli Experience
FEBRUARY 2, 2016
So let’s assume you want to drive increased customer accountability in your business. Where do you start? Let me offer some insights born from my work with leaders at Mercedes-Benz USA (MBUSA).
Experiential Lessons for the Christmas Season: Going Beyond the Presents
Michelli Experience
DECEMBER 19, 2017
A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.
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40 Everyone Has a Platform: Are You Training For that Reality? | Service Excellence
Michelli Experience
FEBRUARY 27, 2018
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. He didn’t know that his actions and service genius would make me even momentarily consider writing a book about his company. I WORK FOR YOU!”.
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The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times
Michelli Experience
OCTOBER 19, 2016
Johnny and I wrote a book together titled When Fish Fly about the Pike Place Fish Market and his cataclysmic transition. One of my favorite people of all time, Johnny Yokoyama, is the owner of the Pike Place Fish Market in Seattle, Washington. He transformed himself from a “ruler” to a “leader”.
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105 How to Create a Successful Customer Loyalty Program
Michelli Experience
MARCH 2, 2016
Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!
So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
Michelli Experience
DECEMBER 23, 2015
While this situation isn’t great for customers, it represents a fabulous opportunity for those who are truly committed to customer experience excellence. So how do you not only satisfy your customers, but actually delight them? By 2014, Mercedes-Benz USA had risen to the top of the J D. Here are some highlights….
Customer Value – Expanding across the 12 Standard Forms of Value
Michelli Experience
JULY 4, 2017
In his book, The Personal MBA , Josh outlines 12 standard forms of value delivery: Product. Fortunately, Josh generously offers detailed descriptions both in his book and on his website. For example, he notes a shared resource is “a durable asset that you create once, and then charge the customers for using it many times.
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45 Awaken the Force: Six Powerful Commitments for 2016
Michelli Experience
DECEMBER 30, 2015
The first four were included in a parenting book I wrote in 1998 (long before I first sought to lose those 10 pounds). Serve Well : A number of years ago I read an insightful book titled The Rise of Selfishness in America written by James Lincoln Collier. If you focus on the negative, your worldview is shaped accordingly.
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Countering Terror with a Service Heart
Michelli Experience
JUNE 15, 2016
During the wake of this most recent tragedy, I reflected back to a Starbucks customer I spoke to while writing my second book about the company ( Leading the Starbucks Way ).
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Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
Michelli Experience
MAY 2, 2017
Recently during a shareholders meeting, the Starbucks chief technology officer, Gerri Martin-Flickinger, suggested that consumer behavior is changing so rapidly that the days of customers using “one finger and point and click” to order online are waning and that the future will exclusively involve voice ordering.
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Being a “Yes and” Person in a “No but” World
Michelli Experience
APRIL 27, 2016
Senior leaders at companies like The Ritz-Carlton Hotel Company or Mercedes-Benz (the subjects of my books The New Gold Standard and Driven to Delight , respectively) have often cited the phrase “the answer is “YES” now what is the question?” As such, those leaders strive to say YES to team members and customers.
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Gratitude is a Customer Experience Differentiator
Michelli Experience
NOVEMBER 8, 2017
I have promoted the importance of joy journals since a book I wrote in 1998 titled Humor, Play, and Laughter. The disposition toward gratitude appears to enhance pleasant feeling states more than it diminishes unpleasant emotions. Grateful people do not deny or ignore the negative aspects of life.
Services Before Sales Sells More Chicken! (Disney Agrees)
Storyminers
FEBRUARY 2, 2016
Using consistency of emotions, it lets customers use different products and services (theme parks, music, books, movies, plays) and still get the same Disney experience*. * The use of emotions in experience design will be covered in upcoming blogs.
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45 CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017
Bold360
NOVEMBER 21, 2016
“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. Saqib Zahid. An entrepreneur at heart.
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111 How to Lead a Rising Star {Guest Post by Mike Figliuolo}
Michelli Experience
MARCH 18, 2016
You can learn more about Mike and the book at the end of the post. Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). Here’s Mike: Erin joined your team about a year ago.
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45 THE 2015 CUSTOMER EXPERIENCE OUTLOOK
Storyminers
JANUARY 22, 2015
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).
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46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software
Bold360
DECEMBER 1, 2016
He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.
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