Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

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.

CEM 122

CEM 2004 Books Retail 122

Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Reference 135

Reference Books Blog Leadership 135

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!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

CEM 131

CEM Loyalty Blog Books 131

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

Brands 45

Brands Hotels Magazine Leadership 45

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

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. However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. He transformed himself from a “ruler” to a “leader”. He came upon his anger and cynicism honestly.

Government 105

Government Travel Leadership Books 105

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. This week I’ll look at one of the greatest opportunities every leader and company has when it comes to building trust.

Magazine 45

Magazine Leadership 2015 Hotels 45

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.

2004 45

2004 Leadership Reference Books 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

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. 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. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. 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. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. 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. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

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

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Colin Shaw. Melinda Gonzalez. She spent a decade at Salesforce and is now part of the incredible team at WeWork , bringing the Powered by We vision to life. Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

DECEMBER 21, 2016

Trust me, there are a lot more reasons; I could write a book about all of them. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience.

Culture 62

Culture 2014 Employee Experience 2017 62

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.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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

Myra Golden

APRIL 10, 2017

Months later I could see George beginning to blossom in the areas of leadership, public speaking and championing ideas. What if , I wondered , I could give all of my employees a similar experience? This delegation empowered my employees with opportunities for planning, leadership and public speaking.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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

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

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

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 92

Airlines Travel Transportation Customer Centricity 92

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

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. If only this was the set-up for a joke and not reality !

Engagement 56

Engagement Books Culture Connections 56

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. As noted in my latest book Driven to Delight , Millennials are transforming and will continue to shape the marketplace. Engage them socially. Increase their knowledge.

Consulting 49

Consulting Advertising Document Books 49

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 …. Which will you choose this year? Measure and drive employee engagement.

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 40

Airlines Travel Transportation Customer Centricity 40

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

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Pretty much everything you’ll find in the book. I could see why.

Culture 60

Culture Books Leadership Hospitality 60