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

SEPTEMBER 30, 2016

It also involves a disciplined approach to seeking feedback and utilizes what you learn to further improve the experience – perceptions if you will – for those you serve. It is perceptions that drive employee retention, customer engagement, loyalty, and even brand advocacy!

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

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

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Entertainment 45

Entertainment Customer Service Social Media Healthcare 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 1, 2016

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Loyalty Programs 45

Loyalty Programs Loyalty Customers Social Media 45

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

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 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. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son. Back to the story….

Travel 45

Travel Airlines Hospitality Consulting 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 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 45

Consulting Touchpoint Leadership Roadmap 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

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Michelli Experience

JANUARY 10, 2017

After you’ve exerted considerable coaching effort, let team members go when they are not coachable or can’t perform consistently with expectations (it is for their good – they need to find something they are better suited for – and it is for the good of your service culture). It is the way things get done every day in every action.

Culture 89

Culture Customer Service Interaction Information 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 “empathic design” toolkit. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 58

Culture Consulting Customer Experience Design Article 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. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 49

Advertising Poor Customer Service Culture Customer Service 49

Michelli Experience

JANUARY 19, 2016

Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! It is time for older generations to stop judging them and instead start listening to their needs while celebrating their fabulous gifts and talents.

Consulting 49

Consulting Advertising Document Books 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 “empathetic design” toolkit. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 55

Culture Consulting Customer Experience Design Article 55

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. Patients felt the scripts were robotic.

Customer Service 53

Customer Service Engagement Connections Communication 53

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Engagement 56

Engagement Books Culture Connections 56

Michelli Experience

JULY 27, 2016

While service speed and emotional engaging service may seem like opposite goals, Starbucks leadership is looking to expedite delivery AND make an authentic personal emotional connection with team members and customers.

2004 45

2004 Leadership Reference Books 45

Michelli Experience

FEBRUARY 2, 2016

Offer development tools for those who can improve their experience delivery. Encourage team members to explore other career opportunities or other employers if they consistently “don’t or won’t” delight your customers.

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

Michelli Experience

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

Michelli Experience

SEPTEMBER 26, 2017

This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. The Payoff.

Consulting 45

Consulting Automotive Retail 2016 45

Michelli Experience

AUGUST 22, 2017

A study by the Institute of Customer Service (ICS) showed that staff attitude is among the most “annoying or frustrating” components of experience delivery and accounts for 62% of customer complaints.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services.

2005 111

2005 Customer Centricity Automotive Social Media 111

Michelli Experience

OCTOBER 19, 2016

In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions.

Government 105

Government Travel Leadership Books 105

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

Michelli Experience

DECEMBER 27, 2016

One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

2017 89

2017 Hotels Leadership Customers 89

Storyminers

MAY 16, 2016

A staggering 71% of consumers stated there is room in the market for better mobile apps so it’s now up to retailers to invest in mobile to improve the shopping experience. And if done well, retailers should also see an increase in sales and loyalty to keep them ahead of the competition.”.

Retail 45

Retail 2016 Multi-Channel Travel 45

Michelli Experience

DECEMBER 15, 2016

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.

Download 85

Download Article Technology Consulting 85

Michelli Experience

NOVEMBER 22, 2016

I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”. Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more.

Consumers 85

Consumers Communication Brands Marketing 85

Michelli Experience

NOVEMBER 15, 2016

Writing in Automotive News , Vince Bond Jr asks a question that is mission critical for many businesses today, “How do you quickly turn an Internet search into a conversation and turn that conversation into a sale?”. In general, I believe all marketing involves disruptively creating interest.

Sales 85

Sales Automotive Advertising Article 85