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.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Michelli Experience

JULY 27, 2016

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). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

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.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

JANUARY 19, 2016

Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting 100

Consulting Advertising Loyalty Engagement 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

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.

Company 80

Company Culture Employee Experience Leadership 80

Wootric CX Blog

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Colin Shaw. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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

Michelli Experience

DECEMBER 23, 2015

While this situation isn’t great for customers, it represents a fabulous opportunity for those who are truly committed to customer experience excellence. So how do you not only satisfy your customers, but actually delight them? By 2014, Mercedes-Benz USA had risen to the top of the J D. Here are some highlights….

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

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

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 ).

Leadership 100

Leadership Financial Interaction Employee Engagement 100

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.

Airlines 100

Airlines Travel Transportation Customer Centricity 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

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 18, 2016

You can learn more about Mike and the book at the end of the post. Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). Here’s Mike: Erin joined your team about a year ago.

How To 100

How To Leadership Consulting Advertising 100

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Pretty much everything you’ll find in the book. It’s the three P strategy.

Culture 60

Culture Leadership Hospitality Meeting 60

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints.

Retail 34

Retail Travel Multi-Channel Fashion 34