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 Engagement Leadership 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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Turn Payments Into Personalization: Unlock the Value of Transaction Data
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
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The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth
ECXO
MARCH 21, 2023
The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.
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Is Customer Experience Worth It? And Much How Should You Invest?
Experience Investigators by 360Connext
FEBRUARY 9, 2021
By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. Customers who stay longer with your brand also spend more with your brand. Loyal customers are more valuable to your brand. That happens no matter what.
Become a better leader by knowing yourself and managing your emotions
Beyond Philosophy
MAY 18, 2023
Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.
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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. Leadership must intervene when customers seek to: Manipulate. Intimidate. Persistently Swear.
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4 Actions to Exceed Customer Expectations
Beyond Philosophy
NOVEMBER 24, 2014
This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.
Customer Experience Lessons for Start-Ups, With Lesley Mottla- CB011
Customer Bliss
JUNE 28, 2016
Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Customer experience lessons: The start-up playbook.
What’s Your Signature? The Importance of Defining Brand Moments
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. Here are just a few examples of Ed’s recent tweets.
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113 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”.
4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you.
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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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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?
Make the Experience Faster and More Personal
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.
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100 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. Key Leadership Behaviors. In the case of Mercedes-Benz leadership, that vision was shared both through words and in the form of a visual roadmap.
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How to Become a Leader in Customer Experience | Driven to Delight
Michelli Experience
DECEMBER 2, 2015
In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!
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.
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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100 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.
How to tell Purposeful Pandemic Stories in 5 Blog Posts
One Millimeter Mindset
NOVEMBER 24, 2020
Take action instead of engaging in endless reflection! 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. Instead, discover the untapped potential of purposeful pandemic stories.
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Stepping To The Curb – Go Faster…Make It Easier
Michelli Experience
OCTOBER 4, 2016
In addition, Starbucks leadership is currently conducting a trial deploying curbside delivery. At Starbucks, speed of delivery has been enhanced by drive-thru lanes and “mobile order and pay” (where you can use your app to order and pay for your drink in advance so your beverage is waiting for you when you arrive).
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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We Are All In The Perception Business!
Michelli Experience
SEPTEMBER 30, 2016
For employees, perception drives emotional engagement, discretionary effort, and retention. It also involves a disciplined approach to seeking feedback and utilizes what you learn to further improve the experience – perceptions if you will – for those you serve. In the end, we are all in the perception business.
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.
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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100 How to Create A Successful Customer Loyalty Program
Michelli Experience
MARCH 1, 2016
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100 How to Lead a Rising Star {Guest Post by Mike Figliuolo}
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.
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Subconscious Clues That Call People to Action
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.
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Are you Irrational: 7 Questions to See If You Are Irrational?
Beyond Philosophy
MARCH 12, 2015
What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.
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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. Joey Coleman. Lisa Abbott. Melinda Gonzalez.
3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees
Myra Golden
APRIL 10, 2017
The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. What if , I wondered , I could give all of my employees a similar experience?
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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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Countering Terror with a Service Heart
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.” .
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Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled
Michelli Experience
NOVEMBER 8, 2016
The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or exceed the expectations they create.
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The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times
Michelli Experience
OCTOBER 19, 2016
However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. After their release from internment, Johnny worked his way out of government housing projects and purchased the Pike Place Fish Market.
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100 Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
Michelli Experience
MAY 30, 2017
in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.
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.
The New Digital Leader – CX Workout Webinar
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.
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The New Digital Leader – CX Workout Webinar
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.
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40 The New Digital Leader – CX Workout Webinar
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.
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Empathic Design – As Close to the Holy Grail as You Can Get
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. Do you have a “go to” song you sing when you are at a karaoke bar?
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145 Empathetic Design – As Close to the Holy Grail as You Can Get
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 “empathetic design” toolkit. Do you have a “go to” song you sing when you are at a karaoke bar?
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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].
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