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.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

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 Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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.

Data 131

Data CEM Loyalty Consulting 131

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 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

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 100

Connections Social Media Video Customer Experience Design 100

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).

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 100

Loyalty Programs Loyalty How To Customers 100

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!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

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.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

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.

How To 100

How To Leadership Consulting Advertising 100

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.

Leadership 100

Leadership Course Engagement Employee Experience 100

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.

How To 95

How To Leadership Exercises Innovation 95

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

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 100

Technology Company Marketing Loyalty Programs 100

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?

Call Center 73

Call Center Management Exercises Meeting 73

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 100

Airlines Travel How To Customer Experience Design 100

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 100

Customer Experience Design Policies Brands Tips 100

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 100

Leadership Financial Interaction Employee Engagement 100

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 100

Customer Experience Gamification Banking Sports 100

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. The Consequence of Choice. Choices have consequences both good and bad.

CEM 60

CEM Retail Consulting Conference 60

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.

Government 100

Government Travel Leadership Marketing 100

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Lisa Abbott. Melinda Gonzalez. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

SEPTEMBER 30, 2016

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. It is perceptions that drive employee retention, customer engagement, loyalty, and even brand advocacy! In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

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.

Leadership 40

Leadership Course Case Study Social Media 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.

Leadership 40

Leadership Course Case Study Social Media 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.

Leadership 40

Leadership Course Case Study Social Media 40

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?

Culture 145

Culture Consulting Tools Customer Experience Design 145

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?

Culture 138

Culture Consulting Tools Customer Experience Design 138

Michelli Experience

JANUARY 19, 2016

Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! It is time for older generations to stop judging them and instead start listening to their needs while celebrating their fabulous gifts and talents.

Consulting 100

Consulting Advertising Loyalty Engagement 100

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 100

Travel Airlines Hospitality Groups 100

Michelli Experience

SEPTEMBER 26, 2017

This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. The Payoff.

Consulting 113

Consulting Automotive Retail Software 113

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

APRIL 4, 2022

Real-time insights and perspectives on customer satisfaction will help employees manage their decisions better. Involve senior leadership. The C-suite executives need to be all-in-one customer centricity. The senior leadership of a B2B SaaS company needs to be all hands-on with customer success. Bottom Line.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

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 223

Customer Experience Comparison Study Customer Service Training 223