Michelli Experience

NOVEMBER 1, 2017

His daughter Sarah Kaminsky richly shares Adolpho’s story in the book titled A Forger’s Life. Adolpho’s Lessons for Employee and Customer Engagement. For an abbreviated video version of Adolpho’s story, you can watch Sarah’s TED talk. An Example of Lasting Impact from The Ritz-Carlton Hotel Company.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Michelli Experience

JUNE 15, 2016

During the wake of this most recent tragedy, I reflected back to a Starbucks customer I spoke to while writing my second book about the company ( Leading the Starbucks Way ). 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

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

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice.

CEM 60

CEM Retail Consulting Conference 60

Michelli Experience

OCTOBER 19, 2016

Johnny and I wrote a book together titled When Fish Fly about the Pike Place Fish Market and his cataclysmic transition. However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. He transformed himself from a “ruler” to a “leader”. He came upon his anger and cynicism honestly.

Government 100

Government Travel Leadership Marketing 100

Michelli Experience

DECEMBER 19, 2017

A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.

Consulting 113

Consulting Connections Customer Experience Company 113

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 how do you not only satisfy your customers, but actually delight them?

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Michelli Experience

DECEMBER 19, 2017

A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.

Consulting 100

Consulting Connections Customer Experience Company 100

Michelli Experience

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

FEBRUARY 27, 2018

The phrase was so catchy that I literally imagined it to be a book title I might use if I were to ever write a customer experience book about Home Depot. He didn’t know that his actions and service genius would make me even momentarily consider writing a book about his company. I WORK FOR YOU!”.

Training 133

Training Social Media Consulting Customer Experience 133

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

Michelli Experience

MAY 30, 2017

Here it is – Amazon is tactically opening brick and mortar stores – be it Amazon Books (now in California, Illinois, Massachusetts, New York and Oregon) or other retail concepts like Amazon Go (1,800 square feet of retail space showcasing breakthrough “Grab & Go” technology).

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

JULY 4, 2017

In his book, The Personal MBA , Josh outlines 12 standard forms of value delivery: Product. Fortunately, Josh generously offers detailed descriptions both in his book and on his website. For example, he notes a shared resource is “a durable asset that you create once, and then charge the customers for using it many times.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

FEBRUARY 2, 2016

So let’s assume you want to drive increased customer accountability in your business. Where do you start? Let me offer some insights born from my work with leaders at Mercedes-Benz USA (MBUSA).

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

DECEMBER 30, 2015

The first four were included in a parenting book I wrote in 1998 (long before I first sought to lose those 10 pounds). Serve Well : A number of years ago I read an insightful book titled The Rise of Selfishness in America written by James Lincoln Collier. If you focus on the negative, your worldview is shaped accordingly.

Social Media 100

Social Media Government System Consumers 100

Michelli Experience

APRIL 27, 2016

Senior leaders at companies like The Ritz-Carlton Hotel Company or Mercedes-Benz (the subjects of my books The New Gold Standard and Driven to Delight , respectively) have often cited the phrase “the answer is “YES” now what is the question?” As such, those leaders strive to say YES to team members and customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Michelli Experience

JANUARY 19, 2016

In future blogs, I will dive deeper into the specifics of optimal experiences but at a high level, Millennials want experiences that: Honor their time. Engage them socially. As noted in my latest book Driven to Delight , Millennials are transforming and will continue to shape the marketplace. Increase their knowledge.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

NOVEMBER 8, 2017

I have promoted the importance of joy journals since a book I wrote in 1998 titled Humor, Play, and Laughter. The disposition toward gratitude appears to enhance pleasant feeling states more than it diminishes unpleasant emotions. Grateful people do not deny or ignore the negative aspects of life.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

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. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Bold360

NOVEMBER 21, 2016

We want the customer to visit our website and be able to read reviews from past customers, both negative and positive, so they know what to expect when they schedule a service with us. Bell is a renowned keynote speaker and the author of several best-selling books. Figure out the service implications of Pokemon Go. nickwebbcom.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Bold360

DECEMBER 1, 2016

He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.

Software 40

Software Customer Experience Company CRM 40