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

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.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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.

CEM 113

CEM 2014 2011 2010 113

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. That is what customers reward. What is a value chain?

ROI 48

ROI B2B Metrics Culture 48

Michelli Experience

JULY 25, 2017

I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =. 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. Research Support.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Brands 45

Brands Hotels Magazine Leadership 45

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 19, 2016

They have had to learn to manage options, information overload and make quick decisions on where they will dedicate their energy and attention. In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. They look to reviews of peers, not to hype from marketers. Millennials are DISCERNING.

Consulting 49

Consulting Advertising Document Books 49

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

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

2018 45

2018 Consulting Automotive 2017 45

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

2018 40

2018 Consulting Automotive 2017 40

Michelli Experience

JULY 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Consulting 45

Consulting Customers Customer Experience Customer Experience Design 45

Michelli Experience

AUGUST 10, 2016

It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats. Service professionals certainly need skills to manage angry customers.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

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

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

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

DECEMBER 23, 2015

So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation? Think Multi-year – As Henry Hynekamp, general manager, Customer Experience, at Mercedes-Benz USA, notes, “Customer experience transformation is hard and it doesn’t spontaneously combust in an organization.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

Michelli Experience

JULY 4, 2017

The company goes through the process of photographing, identifying, categorizing and adding each item to an inventory that can be managed in a mobile app. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Insurance 45

Insurance Consulting Books Customers 45

Michelli Experience

MARCH 18, 2016

He’s the managing director of thought LEADERS , LLC – a leadership development training firm. Before founding his own company, he was an assistant professor at Duke University, a consultant at McKinsey & Co., An Honor Graduate from West Point, he served in the U.S. Army as a combat arms officer.

Leadership 45

Leadership Consulting Advertising Books 45

Michelli Experience

MAY 8, 2018

But What About the Customer? For me (as a customer experience designer) the end goal of all process improvement (whether that improvement is driven by standardization, automation, or adaptivity) is to do more that will increase efficiency. is a professional speaker and chief experience officer at The Michelli Experience.

2002 40

2002 Competitive Advantage Books Customers 40

Michelli Experience

FEBRUARY 10, 2016

As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.

Feedback 53

Feedback Consulting Customers Presentation 53

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 45

Hotels Consulting Books Employee Experience 45

Michelli Experience

JANUARY 12, 2016

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son.

Travel 45

Travel Airlines Hospitality Consulting 45

Michelli Experience

JULY 27, 2016

While service speed and emotional engaging service may seem like opposite goals, Starbucks leadership is looking to expedite delivery AND make an authentic personal emotional connection with team members and customers.

2004 45

2004 Leadership Reference Books 45

Michelli Experience

JUNE 7, 2016

Great leaders like Muhammad Ali inspire us with the grace by which they manage their adversity. He viewed success as an obligation to do good in the world. 5) Remain Positive in the Face of Adversity: All of us, to one degree or another, suffer Shakespeare’s “slings and arrows of outrageous fortune.”

Advertising 72

Advertising Brands Presentation Management 72

Storyminers

JULY 29, 2016

Talk to your customers when they first sign up, talk to them as much as you can while they’re doing business with you, and talk to them when they leave. Managing Director, Brand Dignity. You want to stay on a customers radar screen by providing strategic follow up with relevancy to their interests or purchases. Maciej Fita.

B2C 49

B2C Customer Retention Brands Social Media 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 …. Measure and drive employee engagement.

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

Michelli Experience

AUGUST 31, 2016

DRU the drone has been testing pizza deliveries in New Zealand – a country with legislation favoring commercial drone deliveries.

Technology 75

Technology Travel 2015 Innovation 75

Michelli Experience

FEBRUARY 7, 2017

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. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

FEBRUARY 2, 2016

While far less harsh, the world of customer experience performance management has certainly taken a turn in the direction of increased accountability! It also has a morbid Darwinian flair whereby only the best architects survived.

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

SmartKarrot

MARCH 11, 2022

Role: Director of Customer Success Location: Remote, Washington, United States Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 3

Customer Success Fashion Retail Consulting 3

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services.

2005 111

2005 Customer Centricity Automotive Social Media 111

Michelli Experience

MARCH 9, 2016

billion in revenue through 1,000 plus independent agencies, managing over $3.5 Acuity Insurance is approximately the 62nd largest insurer in the US, operating in approximately 25 states, and generating over $1.2 billion in assets, and employing over 1,200 people. ACUITY is rated A+ (Superior) by A.M.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

Engagement 92

Engagement 2013 Entertainment 2016 92

Michelli Experience

NOVEMBER 15, 2016

Writing in Automotive News , Vince Bond Jr asks a question that is mission critical for many businesses today, “How do you quickly turn an Internet search into a conversation and turn that conversation into a sale?”. In general, I believe all marketing involves disruptively creating interest.

Sales 85

Sales Automotive Advertising Article 85

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89