Beyond Philosophy

OCTOBER 25, 2019

Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our Customer Experience consultancy, we feel like this general approach is not taking customer emotions far enough.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

Beyond Philosophy

JUNE 28, 2019

His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

Measurement 122

Measurement Customer Experience Design Loyalty Customer Retention 122

Beyond Philosophy

MAY 24, 2019

The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another.

Loyalty 101

Loyalty Customer Experience Design Consulting Information 101

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. People need to know what is coming next and predict the future.

Management 87

Management Events Customer Experience Design Insurance 87

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 140

Management Customer Experience Design Customers Connections 140

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. Also, memories of Customers Experiences are the result of the Peak-End Rule, introduced by Nobel-Prize winning economist Professor Daniel Kahneman.

Events 195

Events Books Consulting Feedback 195

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 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

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

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 134

Customers Webinar Loyalty Customer Experience 134

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

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

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. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

CEM 122

CEM 2004 Books Retail 122

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

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 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

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 67

Workshop Consulting Customer Experience Professionals Books 67

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

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 51

Customer Experience Design Reference Hospitality Article 51

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

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

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

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

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 45

Magazine Engagement Insurance Loyalty 45

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 49

Consulting Advertising Document Books 49

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

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

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

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

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

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

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 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 45

Consulting Customer Experience Customer Experience Design Customers 45

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

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 45

Consulting Customer Experience Customer Experience Design Customers 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. 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 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