CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. SVP, Head of Growth, WeWork.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.

Brands 74

Brands Social Media Reference Financial 74

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. Kristin Augusta | Sr.

Customer Service Training 45

Customer Service Training Customer Service Customers Engagement 45

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 45

Brands Hotels Magazine Leadership 45

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Stop trying to “satisfy” customers.

B2C 49

B2C Customer Retention Brands Social Media 49

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. They influence how they think about the company or brand.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Click here.

Management 78

Management Leadership Events Customer Service Representative 78

Michelli Experience

MARCH 9, 2016

You might even name some of the other “typical suspects” on the list of legendary employee-obsessed brands like….Wegmans, That brand would be the name of my client (one who moved up from the #3 position on Fortune ’s list last year in it’s first year of eligibility) to the place right behind #1 Google.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

MARCH 23, 2016

In the face of these unpredictability drivers (and so many more that I didn’t dare list), our customers are looking for order through brands that offer predictability in products and services. In fact, much research about the way consumers perceive “brands” hinges on the consistency and predictability of a company’s offerings.

Brands 56

Brands Travel Consumers Technology 56

Michelli Experience

APRIL 20, 2016

POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent. These POPS won’t win you business but the absence of points of parity could cause you to see customer churn.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

Beyond Philosophy

OCTOBER 14, 2014

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. Trust and the Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Entertainment 45

Entertainment Customer Service Social Media Healthcare 45

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 89

Airlines Travel Customer Experience Design Innovation 89

Michelli Experience

JANUARY 17, 2017

Clearly, game theory has its greatest application within the “gaming industry” According to an article by Mark de Bruijn titled Level-up your customer experience: Lessons from the gaming industry , gaming has become a 100 billion dollar industry serving 1.5 billion customers. Those 3 areas are: Promotion.

Customer Experience 85

Customer Experience Banking Sports Loyalty 85

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customer Experience Design 81

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. In the end, we are all in the perception business.

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Is the US Next?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 85

Connections Social Media Customer Experience Design Reference 85

Wootric

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Joey Coleman.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 59

Culture Voice of Customer Fashion 2017 59

Myra Golden

JULY 1, 2019

Teaching in this way gives your customers the confidence they’ll need to try self-service again. Engage Customers By Having Them Select Prompts. As you’re teaching your customers, signal the prompts “they” are to use, and have them actually select the prompts. She’s also an Author at LinkedIn Learning.

Workshop 55

Workshop Retail Books Customers 55

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. Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

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. Here’s a short-list of what “People Obsessed” leaders do.

Engagement 56

Engagement Books Culture Connections 56

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. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints. Trust, Engagement, and You.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Michelli Experience

NOVEMBER 8, 2016

Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand.

Advertising 85

Advertising Brands Engagement Sales 85

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. To achieve such engagement excellence, marketers must fundamentally change their thinking.

Customer Experience 53

Customer Experience Sales Customers ROI 53

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator. According to CEI, only 1% of customers feel providers CONSISTENTLY meet their expectations.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Michelli Experience

AUGUST 1, 2017

Writing in Forbes Magazine , Ernan Roman shares findings from a 2015 Gallup study which found approximately 50% of customers expect brands will NOT deliver on their promises and only 27% of the employees they surveyed “strongly agreed” that the brands they work for consistently deliver on their promises. at 6pm.com.

Magazine 45

Magazine Leadership 2015 Hotels 45

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. To achieve such engagement excellence, marketers must fundamentally change their thinking.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Needlessly Long Quality Form.

Contact Center 51

Contact Center Webinar Workshop Feedback 51

Michelli Experience

MARCH 11, 2016

Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. About 79 percent of mobile users currently rely on SMS opt-in services to make purchasing decisions. Companies are urged to adopt mobile strategies, and for many reasons.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56