How to Create a Successful Customer Loyalty Program

Michelli Experience

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.

Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience.

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Heart or head first? Which is more important in driving great Customer Experiences?

ijgolding

One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ This lady is an employee of a large business.

2014 Customer Champions: Lifting Sights, Visions, and Standards

Think Customers

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience

A rock-solid approach to being memorable

Customer Enthusiast

It was in Salt Lake City, Utah in 2004. Customer Service Employee Engagement Enthusiasm at Work! In the book Made to Stick by Chip Heath and Dan Heath, the authors propose Six Principles of Sticky Ideas that contribute to a message being remembered as opposed to overlooked, disregarded, or forgotten. Those principles are: simplicity, unexpectedness, concreteness, credibility, emotions, and stories. I spent my last eight years with Marriott working as a corporate trainer.

A rock-solid approach to being memorable

Customer Enthusiast

It was in Scottsdale, Arizona in 2004. Customer Service Employee Engagement Enthusiasm at Work! In the book Made to Stick by Chip Heath and Dan Heath, the authors propose Six Principles of Sticky Ideas that contribute to a message being remembered as opposed to overlooked, disregarded, or forgotten. Those principles are: simplicity, unexpectedness, concreteness, credibility, emotions, and stories. I spent my last eight years with Marriott working as a corporate trainer.

5 #Leadership Books You Must Read in 2019

CX Journey

These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. I believe the latest edition was updated in 2004. Image courtesy of Pixabay What's in your library?

Customer Experience Professionals: Why We Do What We Do

ijgolding

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company.

Working in Partnership to Deliver Enhanced Customer Service

CSM Magazine

Trust between Ryanair and its new business partner, OmniServ, and trust between both management teams and the employees working for them. Just over half of the employee team came from the previous supplier under TUPE regulations, while OmniServ recruited another 450.

6 Ways a Survey Maker Can Help You

ProProfs Chat

Invented in 2004, NPS was called the “the one question you’ll ever need.” Conduct Employee Surveys. Employees are the cornerstone of any successful business. How engaged or satisfied an employee is with their job is directly reflected on their performance in the job.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Cultivating a Culture of Open Communication

Qualtrics

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Strategies to build trust and improve employee engagement. 2004).