Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Click here.

Management 78

Management Leadership Conference Examples 78

Michelli Experience

APRIL 20, 2016

POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent. These POPS won’t win you business but the absence of points of parity could cause you to see customer churn.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Storyminers

MAY 21, 2020

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together. Customer Retention Strategies from 25 CX Experts.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. 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.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

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.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

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

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. Here’s a short-list of what “People Obsessed” leaders do.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

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. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 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

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 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

Beyond Philosophy

OCTOBER 14, 2014

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together. Customer Retention Strategies from 25 CX Experts.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Michelli Experience

NOVEMBER 8, 2016

Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand.

Advertising 214

Advertising Brands Examples Meeting 214

Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator. According to CEI, only 1% of customers feel providers CONSISTENTLY meet their expectations.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

AUGUST 22, 2017

The success of these initiatives will likely be proven through traveler perceptions, the absence of viral United customer trauma videos, and improved brand reputation. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

AUGUST 15, 2017

Today, however, I understand the power of associations – not only in the context of one’s personal brand but for corporate brand health as well. Your Customer Experience Defined. TIKI® brand. Take TIKI® brand torches for example. All of which brings together positive lifestyle brand synergy.

Social Media 113

Social Media Consulting Brands Customers 113

Michelli Experience

OCTOBER 4, 2016

They all seek to leverage their respective competitive advantages while also enhancing customer ease and speed of purchase/product delivery. From a virtual perspective, brands like Amazon are constantly innovating. For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

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

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

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

SEPTEMBER 26, 2017

This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. The Payoff. Here are the results for the top 6: Rank.

Consulting 113

Consulting Automotive Retail Software 113

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Needlessly Long Quality Form.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

Myra Golden

JULY 1, 2019

Myra is a favorite training partner to public libraries and Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with Tulsa City-County Library, Oklahoma Library Association, McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands.

Self Service 55

Self Service Retail Training Tips 55

Myra Golden

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 53

Travel Hotels Conference Customer Service 53

Michelli Experience

MARCH 9, 2016

You might even name some of the other “typical suspects” on the list of legendary employee-obsessed brands like….Wegmans, That brand would be the name of my client (one who moved up from the #3 position on Fortune ’s list last year in it’s first year of eligibility) to the place right behind #1 Google.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 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

MARCH 27, 2018

I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. Will I ENJOY the shopping experience at the store such that it would be a welcome break from being home? Most brands will likely have an online and in-store shopping experience.

Customer Experience 124

Customer Experience Retail Consulting Customers 124

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

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. Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Myra Golden

JULY 11, 2019

Myra is a favorite training partner to public libraries and Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with Tulsa City-County Library, Oklahoma Library Association, McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands.

Self Service 53

Self Service Airlines Tips Customers 53

Michelli Experience

MAY 2, 2017

Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment.

Trends 113

Trends Fashion Customer Experience Social Media 113

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