Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. The Consequence of Choice.

CEM 121

CEM 2004 Books Retail 121

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

B2B 133

B2B B2C Customer Experience Design Customers 133

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Before you can proceed in this management process, you should first accept that your customers do not make rational decisions all the time.

Management 128

Management Competitive Advantage Touchpoint Customer Experience Design 128

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

Beyond Philosophy

JULY 29, 2021

Identify your customers’ mindset. ? The way that we consume behavioral science insights is by learning the theories. Many grand behavioral science theories and findings exist that are impossible for you to implement in your Customer Experience design or marketing strategy. Identify your levers. ?

Customer Experience Design 88

Customer Experience Design Measurement Presentation Advertising 88

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

CEM 131

CEM Loyalty Blog Books 131

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Forrester found that 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. .

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Beyond Philosophy

SEPTEMBER 19, 2019

While it is not a massive decline, it is disappointing to see this trend given the significance of Customer Experience in business. The UK CSI measures what’s relevant to consumers and customers in five different areas: Professionalism: How helpful and knowledgeable are the people or websites I visit?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. 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.

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

OCTOBER 15, 2020

Moreover, the study of neuroscience and psychology has amassed more knowledge about the best way to apply it to consumers over the last ten years than it has over those disciplines’ entire history. The key, it seems, is in the clues we leave for customers in our Customer Experience design.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. Using McDonald’s Experience of the Future store as an example, I suspect the flagship store is designed for younger customer segments based on extensive consumer research.

Automotive 40

Automotive Definition Hospitality Reference 40

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. One of those bedrock issues in daily consulting includes “responsiveness.” Responsiveness.

Consulting 45

Consulting Automotive Retail 2016 45

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. A wide variety of tools exist to cull for the cognitive artifacts of consumers so we can design around their cognitive organizing principles.

Culture 58

Culture Consulting Customer Experience Design Article 58

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. A wide variety of tools exist to cull for the cognitive artifacts of consumers so we can design around their cognitive organizing principles.

Culture 55

Culture Consulting Customer Experience Design Article 55

Myra Golden

JUNE 2, 2016

Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. Very high value for your consulting dollar.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. Very high value for your consulting dollar.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Michelli Experience

MARCH 20, 2018

Thanks to a store concept that Toys “R” Us had been evolving since 1948, the company built warehouse specialty stores (often freestanding buildings located near the malls) which offered such an abundance of choice and purchasing power that gave consumers a somewhat lower price. The brand lost relevance, customers and ultimately sales.”.

Social Media 40

Social Media Retail Consulting Brands 40

Michelli Experience

NOVEMBER 8, 2017

In fact, I work with consulting clients to look at the authenticity and impact of word choices across all aspects of their sales or service delivery. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Personal Benefits. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

Wootric

FEBRUARY 14, 2019

Why we love David : He’s VP of Customer Insights at Ancestry.com. A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company. A CX Consulting. Joey Coleman. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

OCTOBER 18, 2019

It doesn’t consume a lot of resources, and it is not under our direct conscious control. So, if you get tired thinking about something, that’s a sign that you’ve used your Rational System because it consumes resources. Most of us thought we were rational about things, especially as customers. That isn’t true.

Airlines 90

Airlines Books Travel Consulting 90

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. is a professional speaker and chief experience officer at The Michelli Experience.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

Michelli Experience

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. As a customer experience consultant, I disagree. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

2001 45

2001 Social Media Consulting Brands 45

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints. Michelli, Ph.D.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Michelli Experience

MARCH 27, 2018

Ultimately, I believe that these online and offline experiences will become increasingly more similar. As such, there will be a couple of different consumer need states that will predict which of the two options a customer will choose. A customer will decide: Do I want it NOW or SOON? Here’s how I see it. Michelli, Ph.D.

Customer Experience 49

Customer Experience Retail Consulting Customers 49

CSM Magazine

AUGUST 22, 2019

Check out the full speaker line-up for the Customer Service Summit here! Director, Customer Service and Support, Microsoft. VP, Customer Success, General Electric, GE Digital. Director, Customer Service, PVH Corp. Director Customer Care, Frontier Airlines. VP, Customer Experience Design, AARP.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Michelli Experience

FEBRUARY 20, 2018

Two-ply vs. single-ply toilet paper is one such decision that is in keeping with Starbucks customer-centric focus although only mildly perceptible to a segment of Starbucks consumers. is a professional speaker and chief experience officer at The Michelli Experience. Taking Short Cuts. Michelli, Ph.D.

Customer Centricity 53

Customer Centricity Customer Experience Advertising Touchpoint 53

Michelli Experience

SEPTEMBER 13, 2017

For example, Publix, a recognized customer experience leader and large supermarket chain in the southeastern portion of the US, was consistent in their communication with customers. They demonstrated a thoughtful balance between the safety needs of their team members and consumers. Michelli, Ph.D.

Customer Experience 40

Customer Experience Government Insurance Consulting 40

Stella Connect

JUNE 5, 2017

Director Consumer Care Center, Banner Health. Senior Director, Global Insights & Consumer Affairs, Clorox. In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. VP Customer Experience Design, AARP. Cippy Seidler.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Myra Golden

DECEMBER 29, 2016

High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples. Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!

Webinar 45

Webinar Hotels Consulting Reference 45

Bold360

NOVEMBER 21, 2016

Even if you aren’t yet experiencing it on the job, you certainly are as a consumer – as you’re a key driver behind this transformation. Your demands as a consumer for next-day delivery triggers even more complexity behind the scenes. So how does B2B integration come into play? In a big way. And continue to optimize – always.

2016 111

2016 2017 Customer Experience Social Media 111

Michelli Experience

NOVEMBER 15, 2016

When a prospective Kia buyer searches for a car on their mobile device a texting icon pops up in an advertisement that links the consumer to their nearest Kia dealership. This option enables Kia to start a conversation with millennials via text. Here’s how it works. As the prospect clicks on the link, a texting conversation begins.

Sales 85

Sales Automotive Advertising Article 85

Myra Golden

DECEMBER 29, 2016

High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples. Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!

Webinar 45

Webinar Hotels Consulting Reference 45

Storyminers

MAY 16, 2016

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. How can digital be implemented in traditional industries/retailers to improve consumer journeys/experiences?

Retail 45

Retail 2016 Multi-Channel Travel 45

Chattermill

AUGUST 29, 2018

From data collection to brand management to consumer marketing, Survey Monkey really is an all-in-one tool that will meet and then exceed your expectations for collection. Countless Fortune 500 companies use Survey Monkey already to reach their customers, survey and get the data they need to design effective, high quality CX programs.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

From data collection to brand management to consumer marketing, Survey Monkey really is an all-in-one tool that will meet and then exceed your expectations for collection. Countless Fortune 500 companies use Survey Monkey already to reach their customers, survey and get the data they need to design effective, high quality CX programs.

Technology 40

Technology Customer Experience Consulting Customers 40