Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

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? Here are some highlights….

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

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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. Erin is a joy to lead, but she presents you with a big leadership challenge. He’s the managing director of thought LEADERS , LLC – a leadership development training firm. He regularly writes about leadership on the thought LEADERS Blog.

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How To Leadership Consulting Advertising 100

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors.

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Consulting Touchpoint Leadership Employee Engagement 113

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

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

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.

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Customer Experience Design Policies Brands Tips 100

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.

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Government Travel Leadership Marketing 100

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Colin Shaw. Lisa Abbott. Melinda Gonzalez.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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

As noted in my latest book Driven to Delight , Millennials are transforming and will continue to shape the marketplace. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting 100

Consulting Advertising Loyalty Engagement 100

Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. What if , I wondered , I could give all of my employees a similar experience?

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Call Center Management Exercises Meeting 73

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!”.

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Training Social Media Consulting Customer Experience 133

Michelli Experience

NOVEMBER 1, 2017

His daughter Sarah Kaminsky richly shares Adolpho’s story in the book titled A Forger’s Life. Since I’ve written a book about The Ritz-Carlton Hotel Company, The New Gold Standard , I am often introduced at keynotes by someone who shares a story about service excellence at a Ritz-Carlton property.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

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

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

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].

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Customer Experience Consulting Multi-Channel Leadership 132

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.

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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

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

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. If only this was the set-up for a joke and not reality !

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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 …. Which will you choose this year? Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 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.

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Hotels Consulting Employee Experience Innovation 100

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

Bold360

NOVEMBER 21, 2016

He’s a marketing executive with over 20 years of experience in brand, direct, customer loyalty, digital and database marketing for leading Fortune 500 companies and high growth entrepreneurial firms. Bell is a renowned keynote speaker and the author of several best-selling books. Nicholas Webb. nickwebbcom.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Beyond Philosophy

FEBRUARY 17, 2015

Also, it could change how they remember the experience over their male counterparts. Adjusting your experience to appeal to this quality might help create better memories for your female Customers and create more loyalty in that base. So how would these gender-specific experiences work or look? What do you think?

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