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

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

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

MARCH 27, 2018

My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Customer Experience 49

Customer Experience Retail Consulting Customers 49

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. Team members learn to make sure customers know that they matter — that they are always heard and appreciated. What Choice? Study their journey with you.

Social Media 45

Social Media Customer Service Consulting Article 45

Kustomer

MARCH 23, 2022

Customer Loyalty and Personalization. To create loyal customers, you need more than just a good product. If you want to elevate the customer experience and create brand longevity , you must cultivate a relationship. . The key to building meaningful relationships with customers is to show them you value them.

Brands 98

Brands Social Media Reference Loyalty 98

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. Team members learn to make sure customers know that they matter — that they are always heard and appreciated. What Choice? Study their journey with you.

Social Media 40

Social Media Customer Service Consulting Article 40

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. 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.

Customer Service 108

Customer Service Customers Interaction Social Media 108

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

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

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience speaker who delivers keynotes and workshops, I’ve had to adapt to be the “master” over mobile technology. is a professional speaker and chief experience officer at The Michelli Experience. Master the Machines.

Consulting 45

Consulting Customer Experience Workshop Technology 45

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

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. Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

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

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

MAY 30, 2017

Those choices will involve how much to engage them in each and how to create a differentiated and craveable offline experience that supports and enhances your online product or service delivery. The post Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES appeared first on Joseph Michelli.

Customer Experience 45

Customer Experience Retail Social Media Books 45

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

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.

Customer Experience 40

Customer Experience Government Insurance Consulting 40

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

Michelli Experience

JUNE 22, 2017

The post Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You appeared first on Joseph Michelli.

Customer Experience 45

Customer Experience Customers Customer Experience Design Customer Engagement 45

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 59

Culture Voice of Customer Fashion 2017 59

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. On one call a customer said, “Hi Paul! The lady at American used the right words.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

Michelli Experience

MAY 2, 2017

Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Are these customer experience fads? So what do you think?

Fashion 45

Fashion Customer Experience Social Media Consumers 45

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

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. They are POPS and PODS. Nordstrom established almost legendary return policies as a POD.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

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

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

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Yes, I’m serious.

Contact Center 51

Contact Center Webinar Workshop Feedback 51

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

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

Myra Golden

JULY 1, 2019

When you use these keys, you’ll find that you are clear, helpful, and persuasive in your training, and this approach will get more customers to use self-service. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Workshop 55

Workshop Retail Books Customers 55

Myra Golden

JULY 11, 2019

When you do these things, your customers will come to appreciate self-service, and use it more often. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. She’s also an Author at LinkedIn Learning.

Airlines 53

Airlines Workshop Customers Article 53

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 40

Culture Voice of Customer Fashion 2017 40

Michelli Experience

FEBRUARY 2, 2016

While far less harsh, the world of customer experience performance management has certainly taken a turn in the direction of increased accountability! Identify the optimal times and methods to solicit feedback from your customers. Extrapolate real-time data from the customer feedback which drives KPI’s (e.g.

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture 58

Culture Consulting Customer Experience Design Article 58