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

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

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. In a Quality Circle, managers go to employees for solutions to problems.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own.

CEM 121

CEM 2004 Books Retail 121

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

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). Hear the rest of the conversation on “Are You Managing This Key Driver of Poor Experience?”

Customer Experience 127

Customer Experience Events Social Media Insurance 127

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

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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.

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

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

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

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

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

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

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

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

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

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

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 56

Leadership Hotels Loyalty Customer Centricity 56

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

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 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

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. Happy Shareholders = Happy Leaders. Research Support. Michelli, Ph.D.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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

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

MARCH 11, 2016

Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial. Modern consumers are actively agreeing upon loyalty program participation, and companies able to host such programs are experiencing immense growth.

Technology 56

Technology Marketing Loyalty Programs Multi-Channel 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

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

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

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

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. How could you drive customer adoptions and repeat purchase and those things? Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. How could you drive customer adoptions and repeat purchase and those things? Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. How could you drive customer adoptions and repeat purchase and those things? Joe, over to you!

Webinar 40

Webinar 2010 E Commerce Presentation 40

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

APRIL 14, 2017

These emotions lead to loyalty, advocacy, and love. The technologists tell brands: We can detect if your customers are experiencing Joy, Sadness, and Fear. Unfortunately, neither group provides the answer to the fundamental question: Which actions lead to a positive emotional experience? As you can see, there is a disconnect!

Feedback 89

Feedback NPS Airlines 2016 89