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

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? The Consequence of Choice. They don’t.

CEM 121

CEM 2004 Books Retail 121

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Ok, where is this going?

Brands 45

Brands Hotels Magazine Leadership 45

One Millimeter Mindset

NOVEMBER 24, 2020

Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. I specialize in professional innovation, cross-functional leadership and client retention. Contact me at this link. Let’s set up a time to discuss your thoughts. One millimeter at a time.

Blog 95

Blog Workshop Leadership 2020 95

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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

SEPTEMBER 30, 2016

These two NPS metrics are highly correlated – meaning when staff members “perceive” their company as worthy of being referred customers share that perception. So, why is it that some companies don’t focus on “perception” management in the pursuit of business success? In the end, we are all in the perception business.

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Webinar 40

Webinar 2010 E Commerce Presentation 40

Michelli Experience

MARCH 18, 2016

Erin is a joy to lead, but she presents you with a big leadership challenge. Mike Figliuolo is the co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results and the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Her talent means she could move on to bigger roles.

Leadership 45

Leadership Consulting Advertising Books 45

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

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

JULY 25, 2017

I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =. In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Key Leadership Behaviors. Happy Shareholders = Happy Leaders.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

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”. Who in the world wants to follow you or that leadership team if your aspiration is so timid.

2017 89

2017 Hotels Leadership Customers 89

Michelli Experience

JANUARY 17, 2017

Clearly, game theory has its greatest application within the “gaming industry” According to an article by Mark de Bruijn titled Level-up your customer experience: Lessons from the gaming industry , gaming has become a 100 billion dollar industry serving 1.5 billion customers. Those 3 areas are: Promotion.

Customer Experience 85

Customer Experience Banking Sports Loyalty 85

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

2004 45

2004 Leadership Reference Books 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

SmartKarrot

APRIL 4, 2022

These insights will help manage and measure customer success efforts. Customer insights will help chalk the perfect customer success strategy. It is important to establish customer success at all levels of the organization. This alone will allow them to look from a customer-specific focus. Bottom Line.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

Michelli Experience

JANUARY 19, 2016

They have had to learn to manage options, information overload and make quick decisions on where they will dedicate their energy and attention. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! They look to reviews of peers, not to hype from marketers. Millennials are DISCERNING.

Consulting 49

Consulting Advertising Document Books 49

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

JUNE 15, 2016

I also remember appreciating how leadership and the baristas at his Starbucks took the time to be “NICE” to him – thus providing a respite from the challenges he faced. I come to Starbucks for a coffee during my lunch break BECAUSE THEY ARE NICE TO ME and I feel able to get through the afternoon at work.” .

Leadership 45

Leadership Financial Books Interaction 45

Michelli Experience

JANUARY 12, 2016

This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty. Before I get too far into my son’s story I have to offer a spoiler alert. Back to the story….

Travel 45

Travel Airlines Hospitality Consulting 45

Michelli Experience

JUNE 7, 2016

Great leaders like Muhammad Ali inspire us with the grace by which they manage their adversity. He viewed success as an obligation to do good in the world. 5) Remain Positive in the Face of Adversity: All of us, to one degree or another, suffer Shakespeare’s “slings and arrows of outrageous fortune.”

Advertising 72

Advertising Brands Presentation Management 72

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

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

AUGUST 31, 2016

DRU the drone has been testing pizza deliveries in New Zealand – a country with legislation favoring commercial drone deliveries.

Technology 75

Technology Travel 2015 Innovation 75

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! It also has a morbid Darwinian flair whereby only the best architects survived.

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

Michelli Experience

JULY 4, 2017

The company goes through the process of photographing, identifying, categorizing and adding each item to an inventory that can be managed in a mobile app. When you store your stuff with Omni, it doesn’t just sit in a box or crate collecting dust in a warehouse somewhere.

Insurance 45

Insurance Consulting Books Customers 45

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

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

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. We’ve all had it happen.

Culture 89

Culture Customer Service Interaction Information 89

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

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

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

Engagement 92

Engagement 2013 Entertainment 2016 92