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

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. All that means they are smart at serving customers with the right information while learning from every interaction how to improve their value for the next customer.

Hotels 63

Hotels 2012 Banking Insurance 63

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

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels.

Brands 98

Brands Social Media Reference Loyalty 98

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. ” Measure only standards and objectives that help you achieve the sound, flow, and feel in interactions that reflect the soul of your brand. Ditch everything else and get that form to three pages or less.

Contact Center 51

Contact Center Webinar Workshop Feedback 51

Peter Lavers

NOVEMBER 8, 2017

It’s a massive mistake to assume any of these mindsets in our customer experience design, so I’d like to briefly unpack each mindset and consider how we can help discern which the customer is in. In face-to-face and telephonic interactions, this means open questioning and good empathetic skills.

Retail 53

Retail Sales Customer Journey Brands 53

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

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

FEBRUARY 7, 2017

It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

DECEMBER 6, 2016

In a study of 2,000 American Consumers, Brodeur Partners found that “shareability of the experience and association (I’m ok if people know I’m associated with a brand) are” twice as important to Gen Y as to Baby Boomers. According to Gartner, 85% of business to customer relationships will not involve human interaction by 2020.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

CCO Council

MARCH 13, 2016

But like many processes, they neglect the customer. You’re predisposing someone to be irritated with you before you even begin the human interaction. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Michelli Experience

JANUARY 24, 2017

Not only does the company transform the traditional “male mechanic/female customer” interaction but they also design “female-centric” experiences into other areas of the customer journey such as the service lounge (which at GAC is embellished with a team that provides manicures, pedicures, and blowouts).

2005 111

2005 Customer Centricity Automotive Social Media 111

Michelli Experience

OCTOBER 19, 2016

Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. They “rule” as opposed to “lead” and advance their own agenda irrespective of the impact they have on others. They produce fear-based cultures where team members cower at the prospect of being chastised.

Government 105

Government Travel Leadership Books 105

Michelli Experience

NOVEMBER 15, 2016

The goal of that texting interaction is to transfer the prospect from their preferred texting modality into the buying stage where the prospect presents for a test drive at the dealership. As the prospect clicks on the link, a texting conversation begins.

Sales 85

Sales Automotive Advertising Article 85

Michelli Experience

DECEMBER 27, 2016

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”. Horst, in his charming yet forceful clarity replied, “That is exactly your shared problem.

2017 89

2017 Hotels Leadership Customers 89

Michelli Experience

JANUARY 10, 2017

Look for the behaviors you desire in prospects while you’re hiring them (during formal interviews and informal interactions). Let prospects know what you expect for service before you hire them. Remind people of your service expectations during orientation and onboarding. Consistently demonstrate the service behaviors yourself.

Culture 89

Culture Customer Service Interaction Information 89

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Technology 63

Technology Interaction White Paper Customer Experience Design 63

Myra Golden

MARCH 17, 2017

When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Was This Helpful?

Banking 58

Banking Travel Hotels Workshop 58

Storyminers

JULY 29, 2016

By responding to your reviews, you can showcase your excellent customer service, reward your customers for providing feedback and encourage future interactions with your client base. Positive, personal interactions with customers can help increase brand loyalty. Founder/Partner, Storyminers. Adam Lasky.

B2C 49

B2C Customer Retention Brands Social Media 49

Michelli Experience

MARCH 23, 2016

If we focus on no other aspect of the customer experience , I recommend the dedicated pursuit of consistency; particularly as it relates to: Product Quality. The Emotional Outcomes Emerging from Every Customer Interaction. Service Speed. Staff Knowledge. Price Transparency.

Brands 56

Brands Travel Consumers Technology 56

Michelli Experience

JUNE 15, 2016

Typically, we don’t know if the next customer has suffered a recent tragedy, is distressed by health or financial difficulties, or feels unaccepted by others. What we do know, is that we have the power in every human interaction to provide service! By that I mean we can offer others: A Warm Welcome. An Eagerness to be of Assistance.

Leadership 45

Leadership Financial Books Interaction 45

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. Study their journey with you. Make their journey easier where possible with technology. Better, Worse, Differentiating, and Extraordinary.

Social Media 45

Social Media Customer Service Consulting Article 45

Michelli Experience

JUNE 13, 2017

As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Together my clients and I look for what serves their customers best.

Consulting 45

Consulting Customer Experience Workshop Technology 45

Michelli Experience

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you.

2001 45

2001 Social Media Consulting Brands 45

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

Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. The filing also suggested, to no one’s surprise, that: “ The retail industry is changing rapidly. As a result, we are transitioning to a member-centric company.”.

Customer Experience 45

Customer Experience Retail Social Media Books 45

Michelli Experience

JULY 20, 2016

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. More importantly, they have people catching Pikachu and Squirtle (along with other characters) in a very social way.

Interaction 68

Interaction Technology Social Media 2014 68

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. Study their journey with you. Make their journey easier where possible with technology. Better, Worse, Differentiating, and Extraordinary.

Social Media 40

Social Media Customer Service Consulting Article 40

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

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.”

2016 45

2016 2001 Social Media Books 45

Storyminers

MAY 16, 2016

Transforming paper-based operational task lists into intelligent app-based checklists, turning disparate communications mechanisms into transparent 2-way interactions, Mobaro enables retailers to really step up and meet the demands of their consumers for a consistent brand experience across all stores.

Retail 45

Retail 2016 Multi-Channel Travel 45

delighted

JULY 19, 2019

Customer Experience is loosely defined as the overall perception of your brand in the eyes of your customer — built on the accumulated interactions they have with your business across various platforms. It’s how they feel about their entire experience with your brand, both offline and online. (And

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Michelli Experience

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity. Dumbfounded in amazement!

Social Media 53

Social Media Magazine Books Consulting 53