Michelli Experience

JANUARY 6, 2016

Focus on making sure you resolve customer issues in ways that don’t just satisfy customers but that also make them “happy.” The White House Office of Consumer Affairs reports than when a brand resolves a dispute in ways that leave customers “happy,” those customers typically tell 4 to 6 people about the brand’s service recovery.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 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

NOVEMBER 8, 2017

In fact, I work with consulting clients to look at the authenticity and impact of word choices across all aspects of their sales or service delivery. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Personal Benefits. Dr. Joseph A. Michelli, Ph.D.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” The story, from the perspective of gaming, typically involves character development, dialogue, and ways for gamers to personalize their experience. I sense I am not the only one.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

FEBRUARY 10, 2016

I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery. Ask questions that show the customer you want to serve them better not that you are asking them to help you build a business that will make you more profitable.

Feedback 100

Feedback Consulting Customers Innovation 100

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. Let''s start with customers."

Customer Experience 80

Customer Experience Training Roadmap Tools 80

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 100

Airlines Travel How To Customer Experience Design 100

Michelli Experience

DECEMBER 23, 2015

Here’s an example from Mercedes-Benz USA (MBUSA) – the focus of my recent book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. However, the dealership experience in the United States (how do I put this delicately) ….was Each area offers different benefits to customers.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 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. Why we love David : He’s VP of Customer Insights at Ancestry.com. A CX Consulting. It’s not as easy as we think and our brains work against us! Joey Coleman.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

JULY 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

MAY 4, 2016

This blog is about relevant messaging throughout the journey your customers have with your brand. Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale. I’ll leave all that to the theologians. Therein comes Pope Francis!

Connections 100

Connections Brands Sales Customer Journeys 100

Michelli Experience

JUNE 7, 2016

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut.

Advertising 100

Advertising Brands Training Management 100

Michelli Experience

AUGUST 31, 2016

While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform. If not, I think the pizza giant it worthy of study.

Technology 189

Technology Travel Innovation Study 189

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

AUGUST 3, 2016

However, there is a community of very successful artisan donut shops thriving and skyrocketing in the shadow of the omnipresent Dunkin Donuts brand. In the United States the GIANT in the world of DONUTS is…drum roll,please…. You guessed it Dunkin Donuts. For the sake of brevity, I will feature just one of those shops: The Salty Donut.

Trends 100

Trends Brands Customer Experience Consumers 100

Michelli Experience

MARCH 2, 2016

In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 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). Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

MARCH 11, 2016

Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Every day, more consumers enter long-term brand programs with friends and family. Check out Cafe Rouge Express running a mobile loyalty campaign: Image credit: rippll.co.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience. Essentially blue ocean strategy centers around creating your own unique business category (like Cirque Du Soleil or Yellowtail Wine) which in turn makes traditional competition irrelevant. Patrice did just that in creating GAC.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 100

Advertising Poor Customer Service Culture Study 100

Michelli Experience

MARCH 25, 2016

Responsible for maintaining Infinit-O , Infinit Contact , Infinit Healthcare , Infinit Datum and Infinit Accounting online brand and content. Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

FEBRUARY 2, 2016

Ask your customers about their satisfaction with how your team served them at those important contact points. Also inquire about your customers’ perception of their relationship with your people and brand (e.g. net promoter score, customer effort assessment, and likelihood to repurchase).

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Michelli Experience

NOVEMBER 22, 2016

With increased automation (self-serve kiosks and online transactions struggle to communicate gratitude) there is a ripe opportunity to create differentiation as the “grateful” brand. In my company, The Michelli Experience “gratitude” has been a core value since our inception.

Meeting 100

Meeting Consumers Communication Customer Experience 100

Michelli Experience

JUNE 15, 2016

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter.

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

FEBRUARY 7, 2017

I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 100

Loyalty Programs Loyalty How To Customers 100

Michelli Experience

FEBRUARY 27, 2018

While it’s hard to imagine a single tweet by a massive brand influencer could signal traders to sell shares in a stock, Megan makes a compelling case that Snapchat’s market tumble is in fact, a sign of the times. A professional that would inspire me to attempt to inspire you to enhance service talent on behalf of your brand.

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

JULY 20, 2016

produced an announcement trailer about 8 months prior to release which prompted brand fans to wait and wonder. 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Pokémon Co. Australia, and New Zealand.

Interaction 100

Interaction Technology Social Media How To 100

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. 2,000 engagements, $1,500 engagements, small retainers.

Culture 60

Culture Leadership Hospitality Meeting 60

Michelli Experience

JULY 13, 2016

By asking loyalty questions and researching the financial performance of those above and below the green line of goodness, Forrester finds that: The higher the Customer Experience Index score, the more likely a customer will consider another purchase or recommend a friend or family member to a business.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Michelli Experience

AUGUST 30, 2016

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Infographics 113

Infographics Technology Consulting Employee Engagement 113

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Michelli Experience

FEBRUARY 16, 2016

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Infographics 100

Infographics Employee Engagement Consulting Customer Experience Design 100