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

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

Michelli Experience

DECEMBER 6, 2016

All the while, we must build work cultures where people listen to customers and constantly make improvements in experience delivery – so that consumers can share their perceptions loudly and favorably across their social networks. Given global choice and the power of social media…customer experience elevation is here to stay.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience.

2005 111

2005 Customer Centricity Automotive Social Media 111

Michelli Experience

AUGUST 15, 2017

It is for that reason that so much time and energy is spent trying to associate product use through celebrity endorsements or partnerships with social media influencers. Many social media posts emphasized that TIKI® did NOT need to issue the statement as people understood they were not supporting the action. TIKI® brand.

2001 45

2001 Social Media Consulting Brands 45

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 45

Loyalty Programs Loyalty Customers Social Media 45

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation.

Entertainment 45

Entertainment Customer Service Social Media Healthcare 45

Michelli Experience

MAY 2, 2017

Recently during a shareholders meeting, the Starbucks chief technology officer, Gerri Martin-Flickinger, suggested that consumer behavior is changing so rapidly that the days of customers using “one finger and point and click” to order online are waning and that the future will exclusively involve voice ordering.

Fashion 45

Fashion Customer Experience Social Media Consumers 45

Michelli Experience

MAY 11, 2016

Businesses are held accountable on social media. As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers).

Social Media 45

Social Media Feedback Technology Engagement 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.

Customer Experience 45

Customer Experience Retail Social Media Books 45

Michelli Experience

DECEMBER 30, 2015

It is easy to get swept into “media-fueled” rants or to get disheartened by pithy, anonymous jabs hurled on social media posts. But the adage, “you are what you eat” can be widened to “you are what you consume” in a broader social context. If you focus on the negative, your worldview is shaped accordingly.

2016 45

2016 2001 Social Media Books 45

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 7, 2017

I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Make it easy to make referrals. Don’t forget the WIIFM.

Customer Care 92

Customer Care Brands Net Promoter Score Reference 92

delighted

JULY 19, 2019

A company’s ability to continually deliver improved customer experiences has a dramatic effect on the entire sales cycle. It can help you increase sales at the beginning of the customer journey and provide better support to build customer loyalty at the end. What is a Customer Experience (CX) program?

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Make it easy to make referrals. Don’t forget the WIIFM.

Customer Care 53

Customer Care Brands Net Promoter Score Reference 53

Michelli Experience

FEBRUARY 27, 2018

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3

Social Media 53

Social Media Magazine Books Consulting 53

Michelli Experience

FEBRUARY 28, 2017

Customer perceptions also regulate their actions toward a brand. If your experience falls out of range with expectations born from other service providers, your customers are likely to complain, rate you poorly, speak ill of you on social media, and churn. churn, maintain loyalty, or make a referral).

Customer Experience 92

Customer Experience Social Media Loyalty Customers 92

Michelli Experience

JULY 20, 2016

2) Pique Interest and Build Anticipation for Your Core Fans – Rather than hyping the app’s release endlessly and in a shotgun manner (commercials, social media saturation, etc). According to Ad Age , “In social media, Niantic tweeted that the game was available in the U.S., Pokémon Co. Australia, and New Zealand.

Interaction 68

Interaction Technology Social Media 2014 68

Michelli Experience

MARCH 7, 2017

Imagine you are a restaurant owner and you have a customer complain about “hair in their food”. Further, let’s assume that the customer threatens to give you a scathing rating on social media unless you remove the charge for that particular meal.

Lifetime Customer 85

Lifetime Customer Social Media Travel Customers 85

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111

Michelli Experience

FEBRUARY 7, 2017

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Customer Service 81

Customer Service Customers Social Media Consulting 81

Michelli Experience

JANUARY 20, 2016

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Social Media 45

Social Media Consulting Customer Experience Design Customer Engagement 45