Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Analysis 223

Analysis Feedback Effort Score NPS 223

Michelli Experience

MARCH 11, 2016

In 2016, mobile marketing will be a must-have by many businesses. In 2016, over 2 billion consumers are expected to purchase smartphones worldwide. Mobile technology has reached unprecedented levels on innovation. Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected.

Technology 100

Technology Company Marketing Loyalty Programs 100

Storyminers

JULY 11, 2016

I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). Getting a 360º view of the customer, each person who touched the customer (or their record) could make better decisions in context.

Self Service 100

Self Service B2C CRM Technology 100

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus. With the passion I have for making it to the finish line, nothing will stop me.”

Engagement 100

Engagement Entertainment Conference Analysis 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

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Looking at the future of retail?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Analysis 100

Analysis Feedback Effort Score NPS 100

Think Customers

MAY 10, 2016

Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air. Brant while attending the MaritzCX CXFusion 2016 conference in Las Vegas last month.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity.

Training 133

Training Social Media Consulting Customer Experience 133

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. Fast forward to 2016. Now, sensing what customers want happens in faster cycles, sometimes in near real time.

Retail 124

Retail Omni-Channel Software Video 124

Michelli Experience

DECEMBER 29, 2015

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Infographics 100

Infographics Consulting Employee Engagement Customer Experience Design 100

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40