Beyond Philosophy

MAY 17, 2019

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! All customers want their experiences to be easy. People don’t like when a Customer Experience is convoluted. ” Why?

Consulting 107

Consulting Customer Experience Design Loyalty Customer Experience 107

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. However, too many organizations do not get specific enough about customer emotions.

Measurement 100

Measurement Consulting Customer Experience Design Customers 100

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

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. Embrace that we don’t choose between experiences, but between the memories we have of experiences.

Management 140

Management Customer Experience Design Customers Connections 140

Beyond Philosophy

JUNE 28, 2019

Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Measurement 121

Measurement Customer Experience Design Loyalty Customer Retention 121

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 100

Loyalty Customer Experience Design Consulting Information 100

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

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

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. Be deliberate.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. But they don’t do anything about it, at least not anything with real impact.

Customers 133

Customers Webinar Loyalty Customer Experience 133

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Four Ways to Gain Customers’ Trust in Data Security: Be forthright in how you are going to use data. Which ones do poorly?

CEM 131

CEM Loyalty Blog Books 131

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 40

Customer Experience Consulting Customers Customer Experience Design 40

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 45

Customer Experience Consulting Customers Customer Experience Design 45

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

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. In the modern business world this could be updated to read, “Customer experience priorities everywhere, but ne’er a delighted customer.”.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

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. All channels for your Customers make up your Customer Experience, including websites. The Consequence of Choice.

CEM 121

CEM 2004 Books Retail 121

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 45

Customer Experience Consulting Customers Customer Experience Design 45

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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 14, 2014

Trust and the Customer Experience. Emotions are an important part of any customer experience. How a customer feels about the company is an integral part of their loyalty to it. Four Ways to Gain Customers’ Trust in Data Security: Be forthright in how you are going to use data. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

DECEMBER 2, 2015

However, calling US dealerships’ “best or nothing” when it came to customer experience would have been a stretch. For approximately 3 years I’ve worked with Mercedes-Benz USA (MBUSA) executives as they transformed their organization into a verifiable customer experience leader. You might think … I’m not Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Michelli Experience

JANUARY 4, 2017

Not only are field experiments like those conducted by Dr. Esmark helpful to fine-tune customer experience behaviors, but they also remind us that customer service is both art and science. Evidence-based principles of desired service behaviors must be delivered with great finesse and nuance.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

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

SEPTEMBER 13, 2017

Incalculable numbers of store clerks, gasoline haulers, first responders, and volunteers provided countless hours of service and unforgettable moments of caring and selfless customer experience enhancement. is a professional speaker and chief experience officer at The Michelli Experience. The Contrast. Michelli, Ph.D.

Customer Experience 40

Customer Experience Government Insurance Consulting 40

Michelli Experience

SEPTEMBER 5, 2017

So enough psychobabble, what is the relevance of “implicit bias” to customer experience excellence? Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. Beyond Psychology to Impact. Michelli, Ph.D.

Customer Experience Design 51

Customer Experience Design Reference Hospitality Article 51

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.

CEM 113

CEM 2014 2011 2010 113

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

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.

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

Michelli Experience

JANUARY 6, 2016

In support of my position, I offer the following: If you want to keep customers in 2016 …. Worry less about your prices and spend more time elevating your customer experience. According to Accenture, customer churn is linked more to bad service moments than to price related issues. Why else are we in business?

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

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

MARCH 9, 2016

As for the innovative, vital, and soulful culture at Acuity, I will let you read Fortune magazine to learn more about that and how Acuity was chosen the 2nd best workplace in the nation. For our purposes, I will simply suggest leaders at Acuity are “big of heart.”

Magazine 45

Magazine Engagement Insurance Loyalty 45

Michelli Experience

NOVEMBER 14, 2017

Branded Customer Experience. That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. But immediately upon entering Garbanzo, the customer experience was designed to be disruptive with the unexpected question, “Would you like a falafel?”

Brands 45

Brands Hotels Magazine Leadership 45