Consulting Customer Experience Design Customer Service Management 
Beyond Philosophy
JULY 11, 2020
The 5 Rules for Making and Managing Customer Memories. 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.
Beyond Philosophy
OCTOBER 25, 2018
We only said we put customers first because it made us feel better about the fact that we always put the company first. Even twenty years later, we still see organizations using this strategy about Customer Experience in our global customer experience consultancy. Natural: These are the ones that get it.
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Myra Golden
APRIL 10, 2017
George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. In a Quality Circle, managers go to employees for solutions to problems.
Beyond Philosophy
OCTOBER 15, 2020
As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. It happens at a primitive and emotional level.
Strativity
JANUARY 18, 2018
The world’s premier Experience and Culture Design consultancy, Strativity Group, Inc., The world’s premier Experience and Culture Design firm, announces the addition of Steven Walden and Bentley Williams and the opening of two new offices. Walden, joins as Managing Director, UK. Williams. and “ How to Wow!”
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.
Beyond Philosophy
MAY 31, 2019
Therefore, it’s not necessarily the case that a good experience translates into an equally good memory or vice versa. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.
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