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.
Michelli Experience
MARCH 16, 2016
Clearly that man’s employer should have created a culture that put “employees first,” right? This means that there are situations where employees are highly engaged and customers are not (think of a workplace where employees feel like they are on a cruise but they forget to invite the customers along for the fun journey).
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Experience Investigators by 360Connext
JULY 28, 2020
This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Start with your company’s goals.
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.
Michelli Experience
JULY 25, 2017
Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.
Michelli Experience
APRIL 18, 2017
About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.
CX Journey
DECEMBER 21, 2016
There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Trust me, there are a lot more reasons; I could write a book about all of them. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen.
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