Consulting, Customer Experience Design, Customer Service and Loyalty

The Key to a Great Customer Experience Design

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? What Is Customer Experience Design?

Customer Experience Design

Customer Experience Design Customer Experience Competitive Advantage User Experience

Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics

Metrics Customer Service Workshop Measurement

Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. On the other hand, when we are the consumer who wants self-service we are likely to complain if that self-service option is not available. Together my clients and I look for what serves their customers best. Michelli, Ph.D.

Consulting

Consulting Customer Experience Workshop Technology

The 5 Rules for Making and Managing Customer Memories

Beyond Philosophy

JULY 11, 2020

I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Define what you want a customer to remember. First, choose what you want the customer to remember.

Management

Management Customer Experience Design Customers Connections

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

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. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies

Customer Service Strategies Customer Service Airlines Chief Customer Officer

How to Create a Successful Customer Loyalty Program

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. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs

Loyalty Programs Loyalty 2004 Rewards Programs

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you.

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

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

Customer Service Customers Interaction Social Media

CX Experts We Love

Wootric

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. A CX Consulting. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop

Workshop Consulting Customer Experience Professionals Books

Customer Satisfaction is Declining in the UK. Is the US Next?

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.

Customer Satisfaction

Customer Satisfaction 2002 Customers Books

Is Business a Game? Customer Experience Lessons from Gaming

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience

Customer Experience Banking Sports Loyalty

We Are All In The Perception Business!

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

Net Promoter Score NPS Financial Consulting

Why Customer Memories are More Important To Your CX

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. Customer loyalty is a function of customers’ memories.

Net Promoter Score

Net Promoter Score Connections Customers Brands

Shedding Your Implicit Bias: It’s Time for Design Thinking

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design

Customer Experience Design Reference Hospitality Article

Connecting With The Need To Connect: Watching People Eat Online

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

Connections Social Media Customer Experience Design Reference

Nailing the Numbers – Your Future Equals Your Customer Experience

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

Customer Experience Social Media Mobile Customer Service Consulting

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

MARCH 9, 2016

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters.

Magazine

Magazine Engagement Insurance Loyalty

Memorable WOW Experience Held Together by Coffee Stir Sticks

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. Back to the story….

Travel

Travel Airlines Hospitality Consulting

The SDI’s of Millennials

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting

Consulting Advertising Document Books

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

2020

2020 Customer Experience Magazine Consulting

Not Just Fast: Understanding a Responsive Experience

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

Consulting Automotive Retail 2016

3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees

Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. Join me for my 60-minute webinar, How to Motivate Customer Service Employees.

Call Center

Call Center Management Leadership Customer Service Representative

The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

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

Entertainment Customer Service Social Media Healthcare

Customers Aren’t Always Right: Courageous Leaders Need to Be

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership

Leadership Hotels Loyalty Customer Centricity

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands

Brands Hotels Magazine Leadership

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

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 what did leaders at Mercedes-Benz do that might help you with your customer experience elevation?

Customer Experience

Customer Experience 2012 2014 Customer Satisfaction

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

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

Consulting Touchpoint Leadership Roadmap

Empathic Design – As Close to the Holy Grail as You Can Get

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Article

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

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

Airlines Travel Customer Experience Design Innovation

Empathetic Design – As Close to the Holy Grail as You Can Get

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Article

United Airlines: Big Data to the Rescue of the Passenger Experience?

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

Airlines Travel Consulting Customer Experience Professionals

{Infographic} Empathetic Design

Michelli Experience

JANUARY 24, 2018

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. The post {Infographic} Empathetic Design appeared first on Joseph Michelli.

Consulting

Consulting Customer Experience Customer Experience Design Customers

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

Storyminers

JULY 29, 2016

In order to retain customers and create loyalty, you have to know what drives your particular customers. This means you have to listen to your customers, get to know them and use what engages each particular customer to build relationships and make them feel cared for. It’s all about the customer experience.

B2C

B2C Customer Retention Brands Social Media

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 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

Consulting Customer Experience Customer Experience Design Customers

{Infographic} Make It Easy or Turn Out the Lights

Michelli Experience

JANUARY 17, 2018

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

Consulting Customer Experience Customer Experience Design Customers

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

NOVEMBER 2, 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.

Customer Experience

Customer Experience Consulting Customers Customer Experience Design

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

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

Consulting Customers Customer Experience Customer Experience Design

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

JUNE 22, 2018

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. + Joseph A. Michelli, Ph.D.

Consulting

Consulting Customer Experience Customer Experience Design Customer Centricity

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Michelli Experience

MARCH 7, 2018

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. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Customer Experience

Customer Experience Consulting Customers Customer Experience Design

{Infographic} When It Matters Most

Michelli Experience

SEPTEMBER 14, 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

Consulting Customer Experience Customer Experience Design Customers

{Infographic} Empathic Design

Michelli Experience

JANUARY 24, 2018

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. The post {Infographic} Empathic Design appeared first on Joseph Michelli. Michelli, Ph.D.

Consulting

Consulting Customer Experience Customer Experience Design Customers

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

DECEMBER 20, 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.

Presentation

Presentation Consulting Customer Experience Customer Experience Design

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 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

Consulting Customer Experience Customer Experience Design Customers

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

Michelli Experience

OCTOBER 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.

Customer Experience

Customer Experience Consulting Customers Customer Experience Design

The Key to a Great Customer Experience Design

Three Customer Service and CX Metrics Every Employee Needs to Understand

Trending Sources

Customer Experience Speaker, Consultant, Author OR…A Robot

The 5 Rules for Making and Managing Customer Memories

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

How to Create a Successful Customer Loyalty Program

4 Ways to Gain Customers’ Trust in Data Security

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

CX Experts We Love

Customer Satisfaction is Declining in the UK. Is the US Next?

Is Business a Game? Customer Experience Lessons from Gaming

We Are All In The Perception Business!

Why Customer Memories are More Important To Your CX

Shedding Your Implicit Bias: It’s Time for Design Thinking

Connecting With The Need To Connect: Watching People Eat Online

Nailing the Numbers – Your Future Equals Your Customer Experience

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Memorable WOW Experience Held Together by Coffee Stir Sticks

The SDI’s of Millennials

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

Not Just Fast: Understanding a Responsive Experience

3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees

The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Customers Aren’t Always Right: Courageous Leaders Need to Be

What’s Your Signature? The Importance of Defining Brand Moments

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Empathic Design – As Close to the Holy Grail as You Can Get

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

Empathetic Design – As Close to the Holy Grail as You Can Get

United Airlines: Big Data to the Rescue of the Passenger Experience?

{Infographic} Empathetic Design

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

{Infographic} Complexly Simple | Success Can Breed Mediocracy

{Infographic} Make It Easy or Turn Out the Lights

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Abundantly Moving Beyond Business Fear {Infographic}

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

{Infographic} When It Matters Most

{Infographic} Empathic Design

{Infographic} Going Beyond the Presents for the Christmas Season

{Infographic} Complexly Simple | Success Can Breed Mediocracy

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

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