2016 Customer Experience Customer Experience Design Leadership 
Michelli Experience
JANUARY 6, 2016
I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?
Michelli Experience
DECEMBER 30, 2015
Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”
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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.
Michelli Experience
JANUARY 5, 2016
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Michelli Experience
JULY 25, 2017
In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.
SurveySensum
JULY 14, 2020
The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!
Michelli Experience
SEPTEMBER 26, 2017
As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. It is easy to utter a swift and accommodating response after a customer offers input. Responsiveness.
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