Beyond Philosophy

MARCH 12, 2015

What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

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.

CEM 131

CEM Loyalty Blog Books 131

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. Engaging the subconscious shopper is a skill supermarkets are always perfecting. The Consequence of Choice. They don’t.

CEM 121

CEM 2004 Books Retail 121

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Customers 133

Customers Webinar Loyalty Customer Experience 133

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 102

Net Promoter Score CEM Books Customer Retention 102

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

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 85

Customer Experience Banking Sports Loyalty 85

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

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. A CX Consulting. Colin Shaw.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

MAY 31, 2019

In other words, how customers feel can either make them do what you want (buy things, form loyalty, recommend you to their friends and family) or things you don’t (not buy anything, leave and never return, and pan you on social media). Why Customers Make Strange Decisions. We call this driving or destroying value.

Customer Experience 127

Customer Experience Events Social Media Insurance 127

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 153

Net Promoter Score Connections Customers Brands 153

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. Engage them socially. Increase their knowledge. Leverage technology. Demonstrate transparency.

Consulting 49

Consulting Advertising Document Books 49

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. Experience Design Defined. If you would like to discuss your experience design opportunities and processes, I would love to set aside time to chat. . + Joseph A.

Automotive 40

Automotive Definition Hospitality Reference 40

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

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. In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

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

Beyond Philosophy

SEPTEMBER 19, 2019

Organizations do not invest what they should to understand the customer . Customer Experience design is often through the lens of the organization rather than from a customer’s point of view. I have been consulting on Customer Experience since 2002. To listen in , please click here [link].

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

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 45

Customer Experience 2012 2014 Customer Satisfaction 45

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. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 56

ClearAction

MARCH 24, 2017

We need to be thinking of VoC metrics as a value chain : (1) revenue, market share, and customer perceptions (VoC) are consequences of our business processes — they’re lagging indicators because our stakeholders see them when we see them, (2) what customers receive (e.g. timeliness, responsiveness, quality, accuracy, etc.)

ROI 48

ROI B2B Metrics Culture 48

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. While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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

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

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

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.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

CSM Magazine

AUGUST 22, 2019

SVP, Customer Care, Samsung. VP, Customer Experience, Twitter. Director, Customer and Partner Care Operations, Starbucks. Hear from 40+ customer support, experience and contact center leaders: Global Chief Customer Officer, Johnson & Johnson. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

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 45

Brands Hotels Magazine Leadership 45

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 49

B2C Customer Retention Brands Social Media 49

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 58

Culture Consulting Customer Experience Design Article 58

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 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 55

Culture Consulting Customer Experience Design Article 55

Michelli Experience

MARCH 20, 2018

Enter the new category killer Amazon , whose customer experience design value equation targets “convenience, speed, and choice.” They leverage not only their own massive warehouse grid but also the options and stock of toy manufacturers who drop ship directly to customers. Convenience, Speed, and Choice. Michelli, Ph.D.

Social Media 40

Social Media Retail Consulting Brands 40

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. As the saying goes, if you have a hammer everything looks like nails.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

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 45

Consulting Customer Experience Customer Experience Design Customers 45

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

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. This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty.

Travel 45

Travel Airlines Hospitality Consulting 45