Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Everything needs to be rooted in the experience of the customer.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Research your customers.

Customer Experience Design 60

Customer Experience Design Culture Leadership Customer Experience 60

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein.

Culture 59

Culture Voice of Customer Fashion 2017 59

CX Journey

DECEMBER 21, 2016

There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. What are their needs?

Culture 62

Culture 2014 Employee Experience 2017 62

Michelli Experience

OCTOBER 19, 2016

They also expect their people to treat one another accordingly and to extend that treatment to the customers they serve. They produce fear-based cultures where team members cower at the prospect of being chastised. They produce fear-based cultures where team members cower at the prospect of being chastised.

Government 105

Government Travel Leadership Books 105

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Yet for Wittenstein, there’s nowhere near enough change by design going on. The bottom line is they’re doing before design.”.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 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. In that article, Dorothy Leonard details many empathic design strategies including: User-designer. Ethnographic research.

Culture 58

Culture Consulting Customer Experience Design Article 58

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 92

Airlines Travel Transportation Customer Centricity 92

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. In that article, Dorothy Leonard details many “empathetic design” strategies including: User-designer. Ethnographic research.

Culture 55

Culture Consulting Customer Experience Design Article 55

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

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein.

Culture 40

Culture Voice of Customer Fashion 2017 40

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. 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.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Michelli Experience

JANUARY 10, 2017

As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. If you run a business involving human service delivery, you certainly want to set service expectations that help your people focus on the customer’s needs– every customer, every time.

Culture 89

Culture Customer Service Interaction Information 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. There are few things more important about leadership than developing and growing talent.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Atom wants enough of that predictive insight to feel telepathic to its customers. There were some great speakers. Things are undoubtedly moving on.

Hotels 63

Hotels 2012 Banking Insurance 63

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. What's in it for the customer? Leadership is motivating.

Leadership 58

Leadership Employee Experience Feedback Definition 58

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. trillion dollar US customer churn problem and save money through retention strategies as opposed to advertising and marketing spend.

Advertising 49

Advertising Poor Customer Service Culture Customer Service 49

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Books 127

Books 2018 2019 Customer Experience 127

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. My approach to customer experience strategies to grow a business. I said, “I want to build this experience design company for employees and customers in culture.”

Culture 60

Culture Books Leadership Hospitality 60

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

2018 45

2018 Consulting Automotive 2017 45

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!)

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

2018 40

2018 Consulting Automotive 2017 40

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.

Insights 33

Insights Customer Insights Leadership Insurance 33

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 40

Airlines Travel Transportation Customer Centricity 40

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Culture 45

Culture Employee Experience Customer Experience Professionals Customer Centricity 45

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times.

Social Media 45

Social Media Customer Service Consulting Article 45

CX Journey

JULY 25, 2017

It's a company that doesn’t understand its customers and doesn’t take the customer into account in all that it does; the customer is not a priority. They haven't yet adopted Drucker’s thinking that companies are in business to create and to nurture a customer. First, customer experience is a differentiator.

Webinar 38

Webinar Customer Experience Professionals Culture Leadership 38

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times.

Social Media 40

Social Media Customer Service Consulting Article 40

Michelli Experience

MARCH 16, 2016

Clearly that man’s employer should have created a culture that put “employees first,” right? This means that there are situations where employees are highly engaged and customers are not (think of a workplace where employees feel like they are on a cruise but they forget to invite the customers along for the fun journey).

Engagement 56

Engagement Books Culture Connections 56

CX Journey

AUGUST 4, 2016

How does that relate to customer experience? As you think about your customer experience strategy and improvement efforts or your culture transformation, what problems are you encountering? What are you talking about, Annette? Or anything else you ever write about? I'll get there. I promise!

2013 40

2013 Culture Article Customer Experience 40

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Strativity

AUGUST 28, 2016

is the undisputed leader in customer experience design and transformation. was honored by New Jersey SmartCEO as one of the 2016 Corporate Culture Award winners. The 2016 Corporate Culture Award winners have realized that running a company is more than head count and the bottom line. Strativity Group Inc.

Culture 40

Culture Magazine Competitive Advantage 2016 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. Anna Morrish.

Customer Experience 104

Customer Experience Customers Consulting E-support 104