Not Hand Size – Heart Size: The Art of Engagement and Loyalty
Michelli Experience
MARCH 9, 2016
There are few things more important about leadership than developing and growing talent.
Customer Experience Design Employee Engagement Engagement Loyalty 
How to Create a Successful Customer Loyalty Program
Michelli Experience
MARCH 2, 2016
Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. 2) Drive Profitability – Every customer should be treated caringly and with respect.
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You Want Engaged Employees? Ignite Mastery
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.
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Renewed Year Customer Experience Focus
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.
Which Should Come First?
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.
High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders
Michelli Experience
JULY 25, 2017
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. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?
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Why Companies Need to Bring Mobile Technology to the Marketing Table {Guest Post}
Michelli Experience
MARCH 11, 2016
Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms.
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A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.
How are your POPS and PODS doing?
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.
Is Business a Game? Customer Experience Lessons from Gaming
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.
Customers Aren’t Always Right: Courageous Leaders Need to Be
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.
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We Are All In The Perception Business!
Michelli Experience
SEPTEMBER 30, 2016
For employees, perception drives emotional engagement, discretionary effort, and retention. Summary metrics like the eNPS (the employee version of the net promoter score) ask staff how likely they are to recommend their employer to a friend or acquaintance? In the end, we are all in the perception business.
Connecting With The Need To Connect: Watching People Eat Online
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.
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The SDI’s of Millennials
Michelli Experience
JANUARY 19, 2016
Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!
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Gratitude is a Customer Experience Differentiator
Michelli Experience
NOVEMBER 8, 2017
In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.
How to Create A Successful Customer Loyalty Program
Michelli Experience
MARCH 1, 2016
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Customer Experience Conferences and Events to Attend in 2017
ReviewTrackers
MAY 8, 2017
Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.
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50 So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
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?
CX Experts We Love
Wootric CX Blog
FEBRUARY 14, 2019
She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Colin Shaw. Joey Coleman. Lisa Abbott.
Mar 03 – Customer Success Jobs
SmartKarrot
MARCH 3, 2022
Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.
Customer Resolution 2017 – Perfect Experiences
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”.
Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening
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.
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Total Experience Strategy: Everything in the Contact Center Altogether, All At Once
BlueOcean
NOVEMBER 29, 2023
When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place. We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If
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How to Create a Culture of Putting Customers First – Crain’s New York Business
Strativity
AUGUST 21, 2017
As a leading global authority on customer experience and transformation, Lior Arussy has guided some. of the world’s best-known brands—including Johnson & Johnson, Mercedes-Benz and MasterCard—in building a customer experi- ence focused on loyalty and recurring sales. Author of Exceptionalize it!,
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How to Create a Culture of Putting Customers First – Crain’s New York Business
Strativity
AUGUST 21, 2017
As a leading global authority on customer experience and transformation, Lior Arussy has guided some. of the world’s best-known brands—including Johnson & Johnson, Mercedes-Benz and MasterCard—in building a customer experi- ence focused on loyalty and recurring sales. Author of Exceptionalize it!,
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40 Make the Experience Faster and More Personal
Michelli Experience
JULY 27, 2016
Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white. In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.
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Memorable WOW Experience Held Together by Coffee Stir Sticks
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….
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From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance
Michelli Experience
NOVEMBER 15, 2016
You’ve likely invested quite a bit to get the attention of your prospective customers. Have you equally invested in shifting interest into a buying conversation by engaging those prospects from the outset on their preferred platform?
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Soliciting and Using Customer Feedback: Learning Without Annoying
Michelli Experience
FEBRUARY 10, 2016
As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.
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100 Service Professionalism – Neither Scripts Nor These 5 Gems
Michelli Experience
FEBRUARY 17, 2016
The word assist is a far more engaging and elevated word. Most customers will be assisted although many don’t want to be helped. Even if you can’t say “yes” to a customer’s request, you don’t have to say “no.” While this sounds benign enough, we don’t need to ask permission to provide service.
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100 Noble Associations, Transparency, and Accountability EQUALS Success
Michelli Experience
MAY 11, 2016
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). Additionally, we should encourage and engage public discussions of our performance.
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100 Customer Experience Excellence – The Science and the Craft
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.
How to Build Customer-Centric DNA: 10 Tips for B2B SaaS Businesses
SmartKarrot
APRIL 4, 2022
The customer success strategy needs to include how the company plans to sustain the competition by keeping customers invested. A well-outlined plan will help stick to patterns of growth and customer interaction. Employee Engagement. Employee engagement is necessary to enhance the quality of customer experience.
A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)
Michelli Experience
APRIL 18, 2017
I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.
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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
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].
Send in the Drones: Elevating Service in A Technology-Driven World
Michelli Experience
AUGUST 31, 2016
Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.
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189 Personal Brand Vetting – THEY are Listening
Michelli Experience
JUNE 28, 2016
As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.
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185 United Airlines: Big Data to the Rescue of the Passenger Experience?
Michelli Experience
AUGUST 22, 2017
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22 nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots.
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113 Customer Value – Expanding across the 12 Standard Forms of Value
Michelli Experience
JULY 4, 2017
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. You have a customer solution, now what?
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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
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.
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100 Predictability in an Unpredictable World: Consistency and the Power of Brand
Michelli Experience
MARCH 23, 2016
So think about the world today and the chaos which envelops you and your customers. Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M.
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Countering Terror with a Service Heart
Michelli Experience
JUNE 15, 2016
Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter.
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100 How to Lead a Rising Star {Guest Post by Mike Figliuolo}
Michelli Experience
MARCH 18, 2016
Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). You can learn more about Mike and the book at the end of the post. Here’s Mike: Erin joined your team about a year ago.
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Trembling: Being Accountable to the Customer
Michelli Experience
FEBRUARY 2, 2016
Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? There’s accountability and there’s ACCOUNTABILITY. Try this one on for size….
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