Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Trust, Engagement, and You.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Michelli Experience

MARCH 18, 2016

You can learn more about Mike and the book at the end of the post. Erin is a joy to lead, but she presents you with a big leadership challenge. He’s the managing director of thought LEADERS , LLC – a leadership development training firm. He regularly writes about leadership on the thought LEADERS Blog.

Leadership 45

Leadership Consulting Advertising Books 45

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?

2002 40

2002 Competitive Advantage Books Customers 40

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.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

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 ). I come to Starbucks for a coffee during my lunch break BECAUSE THEY ARE NICE TO ME and I feel able to get through the afternoon at work.” .

Leadership 45

Leadership Financial Books Interaction 45

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].

2020 132

2020 Customer Experience Magazine Consulting 132

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.

Engagement 56

Engagement Books Culture Connections 56

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So how do you not only satisfy your customers, but actually delight them?

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

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.

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

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).

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

Michelli Experience

MAY 30, 2017

Here it is – Amazon is tactically opening brick and mortar stores – be it Amazon Books (now in California, Illinois, Massachusetts, New York and Oregon) or other retail concepts like Amazon Go (1,800 square feet of retail space showcasing breakthrough “Grab & Go” technology).

Customer Experience 45

Customer Experience Retail Social Media Books 45

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.

Insurance 45

Insurance Consulting Books Customers 45

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.

2016 45

2016 2001 Social Media Books 45

Michelli Experience

JANUARY 19, 2016

In future blogs, I will dive deeper into the specifics of optimal experiences but at a high level, Millennials want experiences that: Honor their time. Engage them socially. As noted in my latest book Driven to Delight , Millennials are transforming and will continue to shape the marketplace. Increase their knowledge.

Consulting 49

Consulting Advertising Document Books 49

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.

Hotels 45

Hotels Consulting Books Employee Experience 45

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!

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

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.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

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. For an abbreviated video version of Adolpho’s story, you can watch Sarah’s TED talk. An Example of Lasting Impact from The Ritz-Carlton Hotel Company.

Customer Experience 69

Customer Experience Hotels Consulting Books 69

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!”.

Social Media 53

Social Media Magazine Books Consulting 53

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.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

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.

Presentation 45

Presentation Consulting Books Reference 45

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.

Presentation 40

Presentation Consulting Books Reference 40

Bold360

NOVEMBER 21, 2016

We want the customer to visit our website and be able to read reviews from past customers, both negative and positive, so they know what to expect when they schedule a service with us. Bell is a renowned keynote speaker and the author of several best-selling books. Figure out the service implications of Pokemon Go. nickwebbcom.

2016 111

2016 2017 Customer Experience Social Media 111